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Knoxville, TN: Development Review, Permitting, and Inspections

The City of Knoxville, Tennessee, engaged Matrix Consulting Group to assess the structure, staffing, and operational efficiency of its Community Development Department. The study provided city leadership with a roadmap to improve service delivery, streamline processes, and enhance coordination across housing, economic development, and grant management functions.

Challenge

Knoxville’s Community Development Department faced structural and operational inefficiencies that hindered its ability to effectively manage federal and local program funding. Many functions operated in silos, with overlapping job responsibilities and unclear accountability. This fragmentation limited strategic oversight, reduced responsiveness to community needs, and created challenges in grant compliance and program impact measurement.

Solution

Matrix Consulting Group conducted stakeholder interviews, reviewed program documentation, and benchmarked Knoxville’s practices against peer agencies. The analysis highlighted the need for stronger supervisory oversight, clearer functional alignment, and improved performance tracking.

Key recommendations included:

  • Creating a dedicated leadership role to oversee cross-functional coordination.
  • Establishing clearer program ownership to improve efficiency and accountability.
  • Enhancing communication with external partners for greater community impact.
  • Implementing staff training and process improvements to strengthen grant compliance and program documentation.

Outcome

By implementing these changes, Knoxville modernized its community development operations, improving internal structure and clarifying roles. The department is now better positioned to manage resources strategically and deliver effective housing and economic development programs that meet the evolving needs of Knoxville residents.