Key Findings. 2. Methodology Labor Market Information Employment and Wage stry by Industry. 11. Accomplishments 14

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2 Contents Contents Key Findings. 2 Methodology Labor Market Information... 8 Employment and Wage stry by Industry. 11 Accomplishments 14 LONG RESEARCH CONSULTANTS page 1

3 JOSEPHINE COUNTY AND GRANTS PASS, OREGON BUSINESS RETENTION AND EXPANSION PROGRAM 2017 VISITATION SURVEY EXECUTIVE SUMMARY KEY FINDINGS! Local businesses predict significant sales increases in 2017 and into next year, and many anticipate expansion in the near future.! The internet is impacting local businesses (mostly positively) but not because of online transactions.! Local businesses are actively modernizing and improving with new technologies, and many expect to enter new markets in the near future.! Employee recruitment and retention are an increasing concern, up from 55% in 2014 to 71% today. Recent research suggests the best perks local businesses could be using to attract top employees are only utilized by a handful of local employers.! The local community is rated highly in terms of City and County services and amenities, with room to improve in a few important areas.! Businesses are split on the impact of the cannabis industry, with a slight plurality saying legalization has helped their business. LONG RESEARCH CONSULTANTS Westlake Drive #245 Bethesda, Maryland (301) phone (301) fax

4 Local Businesses Are Optimistic After a Strong Year Similar to the previous survey conducted in 2014, business in Josephine County is robust and expectations for product and service growth in 2018 are strong looking toward the future. Three-quarters of businesses have seen sales increase in the past year, the same as in 2016, and the percentage who report decreasing sales has dropped from twelve percent in 2016 to only three percent in Furthermore, 81% of businesses anticipate increased products and sales in the coming year. The good economic news for the community carries over to businesses future plans as well. Josephine County businesses anticipate further progress in terms of their plans for business expansion. Nearly six in ten say they plan to expand or relocate their business in the next two years, while 44% have already done so in the previous two years. Business growth in the county is so far not driven by web-based transactions. Fewer than half report any internet sales at all, and only 12% conduct a majority of their business online. While 18% say the net effect of the internet has been to increase revenue, nearly as many say it has had no effect, and local businesses are using the internet more for marketing and information than completing transactions. These findings may also reflect the need for improved broadband service in rural areas. LONG RESEARCH CONSULTANTS LONG RESEARCH CONSULTANTS page 3 page 3

5 Area Businesses are Innovating with New Technologies Internet sales aside, technology continues to impact local businesses as 70% say they have adopted labor saving technologies in the past year and 63% report adopting new or improved technologies. Two-thirds have added or subtracted product lines while 40% have made adjustments due to competition and 37% have entered new markets. At least as many expect to continue to make these changes in the coming year, including 53% who anticipate entering new markets. Nearly three quarters (73%) say new technologies will drive change in their business, while 76% say they are aware of market forces that will change their businesses products, services, or production. This is up from 64% in Employee Recruitment and Retention are Important Concerns Issues related to employee recruitment and retention are of significant concern. Seventy-one percent of local businesses report having problems recruiting employees, up from 55% in Fifty-nine percent of those surveyed report conducting drug testing. The availability of qualified candidates in the chief concern, mentioned by 17%, followed by the related shortage of skilled labor (13%). Reliability of the workforce is an issue mentioned by 8%, the same number who also mentioned issues related to specific positions. Competition with the cannabis industry, background checks, social media, competition with other employers in general, and a national or industry-wide labor shortage were all mentioned by 6%. LONG RESEARCH CONSULTANTS page 4

6 However, while a range of incentives are mentioned, a plurality of nearly a quarter have no current plans for strategies to retain workers. Fifteen percent mentioned a need to offer higher wages, while better benefits, improved training, and retirement planning were all mentioned by 8%. A flexible work week or improved paid time off was mentioned by just 5%, as were bonuses. (See additional responses mentioned by 3% or fewer in the chart Strategies to Retain Workers below.) A recent study by the Gallup Organization however finds that bonuses, flextime, and retirement benefits are among the best perks for attracting employees. Fifty-four percent of employees in the nationwide study would change jobs in order to have bonuses while 51% would leave for flextime or a retirement plan with a defined benefit such as a pension. Profit sharing (40%) and being able to work off site either part time (37%) or full time (35%) were also highly valued by employees in the Gallup study. Businesses struggling with recruitment and retention who are not currently offering these benefits should consider ways to incorporate them in their business model. LONG RESEARCH CONSULTANTS LONG RESEARCH CONSULTANTS page 5 page 5

7 Community Services Rated Highly, with Room to Improve in Key Areas for Business Growth Josephine County businesses give the local community high scores for many local services and amenities. The toprated city services are the Grants Pass Police (71% good/very good with 42% very good), Fire protection (77% good/very good), School District #7 (64% good/very good), Parks and Recreation (63% good/very good) and disposal/recycling (67% good/very good). City Administration (54%), Public Works water/sewer (66%), Public Works streets (65%), and Telecommunications (60%) are also all seen by majorities as either good or very good. Respondents were mixed on the City Council with one third giving no rating, and on Planning and Development services (23% fair or poor), while downtown parking receives the lowest score with 38% rating the parking situation as only fair or poor. County services are generally less well known with more than a third unable to rate half of the 16 services tested, translating to more neutral good ratings and a lower proportion of very good ratings. However, most county services receive much more positive than negative ratings. Notably however, 30% rate Josephine County Planning as only fair or poor, while 35% say County Telecommunications are fair or poor, and nearly half rate the County Sheriff s Office as fair or poor. Finally, Josephine County businesses have differing perceptions of the impact of the cannabis industry on their business. While 42% say the industry has helped their business, another 38% have been hurt by the impacts of legalization. LONG RESEARCH CONSULTANTS page 6

8 METHODOLOGY This survey of business leaders and owners was conducted among 70 businesses in Josephine County including Grants Pass. Interviews were conducted by volunteers over a period of three months. Businesses were not randomly selected for participation but were identified by committee to represent the broader sample of businesses in Josephine County. This selection process has been used since the inception of the study in This is the seventh survey conducted over the past twenty-two years. Thank You CITY OF GRANTS PASS AND JOSEPHINE COUNTY SPONSORS OF THE SURVEY. ALLCARE HEALTH AND AVISTA CORPORATION who continuously support the efforts to support the economic development of Josephine County throughout the year. ROGUE COMMUNITY COLLEGE SMALL BUSINESS & DEVELOPMENT CENTER for volunteer training. The Grants Pass and Josephine County Chamber of Commerce would like to thank the volunteers who contributed to the survey. Your help was invaluable to completing the interviews with the businesses: Judy Ano Volunteer Mike Bird Rogue Gateway Rotary Cat Bonnie Webb Mountain Arts -VVT Doug Bradley Holiday Inn Express Linda Bradley Chamber of Commerce Sue Brown Chamber of Commerce Kathleen Buchholtz GP Water Lab Chelsie Dent Umpqua Bank Joy Donohue Umpqua Bank Greg Fishwick Rogue Gateway Rotary Hugh Griffiths Met One Jill Hamm KLDR/KAJO Melissa Hayes First Interstate Bank Marla Kasdorff Redwoods Leavitt Insurance Lawton Lesueur Midland Empire Insurance Roy Lindsay City Council Shirley Liska Red Hott Promos Jodi Macdonald Banner Bank Dan Mancuso Illinois Valley News Colene Martin Chamber of Commerce Liz McKinney BWC Insurance Mollie Means Rogue Music Theatre Rob Merriman SOREDI Ainoura Oussenbec Worksource Oregon Kathy Peckham Banner Bank Felicia Pederson Salvation Army Robert Pelle Infinite Legacy Dave Reeves City of Grants Pass Ted Riser Volunteer Steve Roe Roe Motors Chuck Rund Volunteer Dean Saxon Wild River Pizza Julie Schmelzer Josephine County Planning Susan Seerieter City of Grants Pass Marta Tarantsey Business Oregon Kathy Trautman SOREDI Doug Walker Rogue Gateway Rotary Steve Ware Volunteer Deelia Warner US Bank Angel Webb First Interstate Bank Dana Zavolta Volunteer LONG RESEARCH CONSULTANTS page 7

9 Prepared by Guy R. Tauer, Regional Economist, Oregon Employment Department Josephine County Economic Profile- Fall 2017 Josephine County experienced deep job losses as a result of the recent recession. Payroll employment fell by 11.7 between 2007 and 2010, or a decline of 3,090 jobs. Since then, the county added back over 3,600 jobs from July 2010 to July Josephine County is now 270 jobs above its July pre-recession peak in Over the year, Josephine County payroll employment gained 960 jobs, an increase of 3.8 percent and faster than Oregon s overall job growth rate of 3.1Industries adding notable new jobs included private education and health services (+330), retail trade (+170), leisure and hospitality (+140), construction (+130), professional and business services (+110), and manufacturing (+110). Small over-the-year declines were estimated in transportation, warehousing and utilities (-20) and information (-20). Government employment was essentially unchanged over the year. The seasonally adjusted unemployment rate, estimated at 5.5 percent in July, remains close to record lows going back to A year earlier, the unemployment rate was considerably higher at 6.8 percent. Mining and logging employment is 20 jobs above the recession low. Even with the slight uptick there is only about one-third of the number of jobs the county had from 2001 to 2008 in this industry. Josephine County saw frenzied residential construction activity in the years before the Great Recession with 760 residential permits issued in By 2011, only 70 residential permits were issued in Josephine County. By 2016, just over 200 residential building permits were issued, essentially all single family homes. During the recovery from the Great Recession, the county has seen only a slight rebound in construction employment. July 2017 construction employment was only 60 percent of the July 2006 total. Manufacturing employment has experienced some recovery during recent years, up by 750 jobs from the recession low point. Manufacturing employment in July 2017 was still 550 jobs below the total in July Wood products manufacturing is up 130 jobs from the recession lows, but stands 270 jobs below the July 2006 total. Business and professional services has recently been one of the strongest growing industries in Josephine County. This industry had 2,110 jobs in July of this year, and gained about 580 jobs since July Health care and social assistance employment grew steadily through 2008 to reach 4,400 jobs in Josephine County. Since that time, employment was flat through 2013 but regained its growth trajectory to reach nearly 5,100 jobs by this July. LONG RESEARCH CONSULTANTS page 8

10 Leisure and hospitality gained back all jobs lost during the past recession. This tourismdependent sector gained 810 jobs since June 2011and is 300 jobs above its previous peak July employment reached in Josephine s civilian labor force most recent pre-recession peak occurred in February 2009 at just shy of 36,000. By late 2013, there were about 32,000 in the labor force and the recession impacted a wide swath of industries and jobs many tied to housing and construction sectors. But the recent recovery is putting the Great Recession farther back in our economic rear-view mirror. By July 2017, the county s labor force totals are essentially back to that pre-recession peak, at about 35,900. Josephine County population figures over the past year showed a gain of 995 residents. Josephine County's population, most recently estimated at 84,675, rose by about 1,900 from April 1, 2010 to April 1, Grants Pass gained 350 residents over the year, to reach 36,815. Total Rogue Valley employment is forecast to grow by 9,690 jobs between 2014 and The nine percent increase in employment includes private-sector gains of 8,880 jobs, growth of 270 jobs in government, and an additional 540 self-employed jobs. Rogue Valley s largest industries are generally expected to add the most jobs over the decade. Health care and social assistance will add 2,670 jobs, the most of any sector. It s followed by leisure and hospitality with 1,470 additional jobs by There may be little surprise seeing health care and professional and leisure and hospitality among the top industries adding jobs. After all, they are among the largest industries in the local economy. But in addition to their size, these are also two of the fastest-growing industries. Another large Rogue Valley industry, retail trade, is forecast to add just over 1,000 new jobs during the decade. However this industry is expected to have slower growth than the overall rate, up by just six percent. The changing nature of both consumer spending patterns and competition from online merchants or non-store retailers is expected to dampen overall retail job growth. Fast growth in health care (14%) can be attributed to the growth and aging of the area s population. The Rogue Valley is a hub for medical services, serving populations beyond the borders of the two-county area. We have a greater concentration of health care and social assistance employment than the state or country. Professional and business services growth (12%) will be driven by gains in professional and technical services such as computer systems design, temporary help and employment placement businesses, and management of companies and enterprises. Management of companies and enterprises includes corporate offices. Manufacturing employment should grow by 11 percent to 11,170 jobs. That s slightly above the most recent peak in 2007 (11,090 jobs). Construction has been slow to recover the jobs lost during the Great Recession. Looking ahead the next ten years growth is expected to resume in the Rogue Valley. Fueled by demand from both population and economic growth, and with low residential vacancy rates, construction jobs should ramp up considerably (12%) by Despite slightly rapid growth, projected construction employment of jobs in 2024 falls short of the industry s peak employment (7,620 in 2006). A few other sectors will not hit peak employment levels either. LONG RESEARCH CONSULTANTS page 9

11 Growth of four percent in financial activities results in 5,020 jobs, below its height of 6,160 in 2006 Mergers and consolidations within banking and insurance businesses are expected to restrain job growth. More services online are reducing demand for as many brick and mortar banking, mortgage, and insurance jobs. Despite adding over 1,000 jobs in the decade, retail trade employment is only expected to reach 17,420 by This lags the most recent peak employment peak of 18,400 retail trade jobs in LONG RESEARCH CONSULTANTS page 10

12 Employment and Wages by Industry The Summary Report tool is located on QualityInfo.org, a website of the Oregon Employment Department Industry Summary Report Josephine County, Annual, 2016 Downloaded: Aug 31, :19 PM Source: Oregon Employment Department QualityInfo.org NAICS Industry Description Ownership Units Annual Employment Wages Avg. Wage - Total all ownerships All 2,448 25,850 $903,720,022 $34,960 - Total private coverage Private 2,357 22,300 $757,629,670 $33,974 - Natural resources and mining Private $18,963,917 $32,980 Agriculture, forestry, fishing & hunting Private 74 (c) (c) (c) 111 Crop production Private $5,700,039 $23, Animal production Private 6 (c) (c) (c) 113 Forestry and logging Private $5,426,408 $55, Fishing, hunting and trapping Private 1 (c) (c) (c) 115 Agriculture & forestry support activity Private $5,660,169 $31,099 Mining Private 3 (c) (c) (c) 212 Mining (except oil and gas) Private 3 (c) (c) (c) - Construction Private $32,750,352 $36,881 Construction Private $32,750,352 $36, Construction of buildings Private $9,075,772 $37, Heavy and civil engineering construction Private $4,479,899 $50, Specialty trade contractors Private $19,194,681 $34,276 - Manufacturing Private 115 2,855 $113,610,335 $39,793 Manufacturing (31-33) Private 115 2,855 $113,610,335 $39, Food manufacturing Private $4,312,115 $19, Beverage & tobacco product manufacturing Private 7 73 $1,600,000 $21, Textile product mills Private 2 (c) (c) (c) 316 Leather and allied product manufacturing Private 2 (c) (c) (c) 321 Wood product manufacturing Private $20,954,919 $37, Printing and related support activities Private 5 17 $394,543 $23, Chemical manufacturing Private $7,414,988 $50, Plastics & rubber products manufacturing Private $8,693,617 $46, Nonmetallic mineral product mfg Private 5 90 $2,811,046 $31, Fabricated metal product manufacturing Private $9,942,962 $43, Machinery manufacturing Private 4 15 $685,783 $45, Computer and electronic product mfg Private $15,235,963 $70, Electrical equipment and appliances Private 1 (c) (c) (c) 336 Transportation equipment manufacturing Private $7,977,636 $36, Furniture and related product mfg Private 8 (c) (c) (c) 339 Miscellaneous manufacturing Private $8,491,987 $32,787 - Trade, transportation and utilities Private 424 5,227 $163,607,460 $31,300 Wholesale trade Private $37,517,004 $46, Merchant wholesalers, durable goods Private $23,334,007 $39, Merchant wholesalers, nondurable goods Private $6,257,444 $44, Electronic markets and agents/brokers Private $7,925,553 $94,351 Retail trade (44-45) Private 287 4,005 $109,338,400 $27, Motor vehicle and parts dealers Private $24,756,487 $42, Furniture and home furnishings stores Private $4,632,023 $33, Electronics and appliance stores Private $3,154,446 $32, Building material & garden supply stores Private $12,097,745 $28, Food and beverage stores Private $19,008,781 $22, Health and personal care stores Private $5,839,414 $33, Gasoline stations Private $5,916,135 $18, Clothing and clothing accessories stores Private $1,408,637 $20, Sporting goods/hobby/book/music stores Private $2,226,409 $17,126 LONG RESEARCH CONSULTANTS page 11

13 NAICS Employment and Wages by Industry Summary Report, Josephine County, Annual, 2016 Industry Description Units Ownership Employment Wages Annual Avg. Wage 452 General merchandise stores Private $23,197,726 $25, Miscellaneous store retailers Private $3,737,043 $18, Nonstore retailers Private $3,363,554 $33,302 Transportation, warehousing & utilities Private $16,752,056 $40, Utilities Private 6 80 $6,279,353 $78, Air transportation Private 2 (c) (c) (c) 484 Truck transportation Private $2,272,300 $35, Transit and ground passenger transport Private $3,115,540 $21, Scenic and sightseeing transportation Private 1 (c) (c) (c) 488 Support activities for transportation Private 6 24 $815,112 $33, Couriers and messengers Private 3 (c) (c) (c) - Information Private $11,212,705 $44,318 Information Private $11,212,705 $44, Publishing industries Private $3,615,854 $44, Motion picture & sound recording ind Private 3 (c) (c) (c) 515 Broadcasting (except internet) Private 9 51 $1,856,712 $36, Telecommunications Private $3,725,694 $61, Isps, search portals, & data processing Private 2 (c) (c) (c) 519 Other information services Private 4 29 $1,397,140 $48,177 - Financial activities Private 201 1,140 $52,153,811 $45,748 Finance and insurance Private $40,456,805 $53, Credit intermediation & related activity Private $15,558,354 $46, Financial investment & related activity Private $2,230,385 $65, Insurance carriers & related activities Private $22,668,066 $58,573 Real estate and rental and leasing Private $11,697,006 $30, Real estate Private $5,854,606 $24, Rental and leasing services Private 13 (c) (c) (c) 533 Lessors, nonfinancial intangible assets Private 1 (c) (c) (c) - Professional and business services Private 293 2,040 $78,098,417 $38,283 Professional and technical services Private $19,179,895 $35, Professional and technical services Private $19,179,895 $35,850 Management of companies and enterprises Private $18,519,278 $70, Management of companies and enterprises Private $18,519,278 $70,955 Administrative and waste services Private 118 1,244 $40,399,244 $32, Administrative and support services Private 110 1,153 $36,077,525 $31, Waste management and remediation service Private 8 91 $4,321,719 $47,491 - Education and health services Private 310 4,847 $207,458,204 $42,801 Educational services Private $3,545,600 $19, Educational services Private $3,545,600 $19,807 Health care and social assistance Private 291 4,668 $203,912,604 $43, Ambulatory health care services Private 148 1,830 $102,146,094 $55, Hospitals Private 3 (c) (c) (c) 623 Nursing and residential care facilities Private 84 1,252 $34,435,207 $27, Social assistance Private 56 (c) (c) (c) - Leisure and hospitality Private 228 3,117 $50,705,527 $16,267 Arts, entertainment, and recreation Private $4,734,200 $17, Performing arts and spectator sports Private 4 10 $144,188 $14, Museums, parks and historical sites Private 4 11 $203,442 $18, Amusement, gambling & recreation ind Private $4,386,570 $17,068 Accommodation and food services Private 196 2,840 $45,971,327 $16, Accommodation Private $7,061,847 $17, Food services and drinking places Private 161 2,441 $38,909,480 $15,939 - Other services Private 438 1,350 $28,777,134 $21,316 Other services, ex. public admin Private 438 1,350 $28,777,134 $21, Repair and maintenance Private $8,453,846 $33, Personal and laundry services Private $3,997,301 $21, Membership organizations & associations Private $10,988,677 $19, Private households Private $5,337,310 $16,124 - Unclassified Private 12 8 $291,808 $36,476 Unclassified Private 12 8 $291,808 $36, Unclassified Private 12 8 $291,808 $36,476 - Total all government All Gov 91 3,550 $146,090,352 $41,152 LONG RESEARCH CONSULTANTS page 12

14 NAICS Employment and Wages by Industry Summary Report, Josephine County, Annual, 2016 Industry Description Units Ownership Employment Wages Annual Avg. Wage - Total federal government Federal Gov $15,439,986 $57,611 - Natural resources and mining Federal Gov 2 43 $2,964,222 $68,935 Agriculture, forestry, fishing & hunting Federal Gov 2 43 $2,964,222 $68, Forestry and logging Federal Gov 2 43 $2,964,222 $68,935 - Trade, transportation and utilities Federal Gov 9 97 $5,079,287 $52,363 Transportation, warehousing & utilities Federal Gov 9 97 $5,079,287 $52, Postal service Federal Gov 9 97 $5,079,287 $52,363 - Education and health services Federal Gov 1 14 $986,259 $70,447 Health care and social assistance Federal Gov 1 14 $986,259 $70, Ambulatory health care services Federal Gov 1 14 $986,259 $70,447 - Leisure and hospitality Federal Gov 2 23 $1,070,852 $46,558 Arts, entertainment, and recreation Federal Gov 2 23 $1,070,852 $46, Museums, parks and historical sites Federal Gov 2 23 $1,070,852 $46,558 - Public administration Federal Gov 5 92 $5,339,366 $58, Administration of environmental programs Federal Gov 3 88 $5,122,170 $58, Administration of economic programs Federal Gov 1 3 $176,629 $58,876 - Total state government State Gov $27,033,267 $31,617 - Professional and business services State Gov 1 2 $88,302 $44,151 Administrative and waste services State Gov 1 2 $88,302 $44, Administrative and support services State Gov 1 2 $88,302 $44,151 - Education and health services State Gov $14,478,137 $23,970 Health care and social assistance State Gov $14,478,137 $23, Social assistance State Gov $14,478,137 $23,970 - Public administration State Gov $12,466,828 $50, Justice, public order, and safety activi State Gov $7,359,851 $51, Administration of human resource program State Gov 2 51 $2,345,131 $45, Administration of environmental programs State Gov 4 50 $2,483,430 $49, Administration of economic programs State Gov 2 4 $278,416 $69,604 - Total local government Local Gov 55 2,427 $103,617,099 $42,693 - Construction Local Gov 4 44 $2,163,474 $49,169 Construction Local Gov 4 44 $2,163,474 $49, Construction of buildings Local Gov 2 24 $1,188,767 $49, Heavy and civil engineering construction Local Gov 2 20 $974,707 $48,735 - Trade, transportation and utilities Local Gov 5 77 $2,533,973 $32,908 Transportation, warehousing & utilities Local Gov 5 77 $2,533,973 $32, Utilities Local Gov 4 32 $1,354,971 $42, Transit and ground passenger transport Local Gov 1 46 $1,179,002 $25,630 - Professional and business services Local Gov 1 4 $135,971 $33,992 Administrative and waste services Local Gov 1 4 $135,971 $33, Administrative and support services Local Gov 1 4 $135,971 $33,992 - Education and health services Local Gov 32 1,737 $70,827,175 $40,775 Educational services Local Gov 31 1,726 $70,448,934 $40, Educational services Local Gov 31 1,726 $70,448,934 $40,816 Health care and social assistance Local Gov 1 11 $378,241 $34, Social assistance Local Gov 1 11 $378,241 $34,385 - Leisure and hospitality Local Gov 1 7 $344,961 $49,280 Arts, entertainment, and recreation Local Gov 1 7 $344,961 $49, Museums, parks and historical sites Local Gov 1 7 $344,961 $49,280 - Other services Local Gov 1 4 $188,498 $47,124 Other services, ex. public admin Local Gov 1 4 $188,498 $47, Repair and maintenance Local Gov 1 4 $188,498 $47,124 - Public administration Local Gov $27,423,047 $49, Executive, legislative, & gen government Local Gov $18,085,557 $43, Justice, public order, and safety activi Local Gov $9,274,547 $67, Administration of environmental programs Local Gov 1 3 $62,943 $20,981 LONG RESEARCH CONSULTANTS page 13

15 City of Grants Pass Accomplishments from the 2014 BR&E Business Survey The responses from the last survey helped the City better understand the business climate and led to some changes in how the City tries to support our businesses. For example, the City made some modifications in supporting customer service training. The survey helped identify economic development needs including issues involving criminal justice and workforce training/preparation. Since 2014, the City has been actively engaged in supporting criminal justice programs both inside the City and in the rural County. The City also adopted an Urban Renewal Plan that focuses on infrastructure improvements and on technology, topics identified in the survey. The survey also helps open communications and open dialog with businesses in and around Grants Pass. Josephine County Community Development The 2014 Grants Pass/Josephine County Chamber of Commerce BRE Survey identified a need to improve county permitting, efficiencies and customer service. As a result, in summer of 2016 the county made major changes to customer service and efficiencies, notably by merging the Planning function with the Building Safety function, but also by soliciting bids for an online permitting software. The new software, active in fall of 2017, allows people to apply for permits online and track where their application is in the review process. Complaints can be filed and tracked electronically through the software as well. Grants Pass and Josephine County Chamber The chamber took the data from the completed survey skills Critical to Business and the areas in need of Employee Training sections and did three Customer Service Training and Management workshops for the business community in 2015 and In addition to partnering with the City to bring national bestselling author Stephen M. R. Covey to teach the Speed of Trust. Even though it did not show in the data as a warning flag, but from the verbal conversations concluded from the survey process, surveyors discovered that some of the business owners were considering retirement and were at a loss for an exit plan. The chamber committed itself to do Succession Planning in 2015 and LONG RESEARCH CONSULTANTS page 14

16 2017 BUSINESS SURVEY SUMMARY DATA GRANTS PASS, OREGON JOSEPHINE COUNTY.11h..1.-,.,,n "' '"'...,...,... ' Pa4a& CHAMBER OF COMMERCE 1995 NW Vine St. Grants Pass, OR I I