Planning with heart: How Redmond, WA uses technology and trust to strengthen its business community

In the world of economic development, tools and policies matter—but trust is what makes them work. That’s the perspective of Kim Dietz, Principal Planner for the City of Redmond, WA. With over 28 years of experience in local government, Kim has helped shape Redmond’s approach to growth, engagement, and business support through a lens that blends strategy with empathy.

Kim recently sat down with us to share how her team is using technology—specifically, Bludot’s CRM—to deepen relationships with the business community, break down departmental silos, and create a more inclusive planning process.

Here are the key takeaways from her conversation.

1. Start with listening: Every business has a story

For Kim, the foundation of effective planning starts with genuine outreach. Data is important, but so is the human side of every business.

“We always try to recognize that every business has a story. The more we listen, the better we can plan both for growth and for who we are as a city.” Kim Dietz, Principal Planner for the City of Redmond, WA

That mindset informs how Redmond engages with businesses across industries and neighborhoods. Listening allows planners to adjust their strategies in real time, responding to what businesses need now instead of solely focusing on what long-term projections suggest.

2. Equity means showing up differently

Redmond doesn’t wait for every business to reach out—they proactively seek to engage with those who may not see government as accessible.

“We know that not all businesses find us, so we’ve made it a point to go find them. Equity means meeting people where they are—not just with language access, but also in how we show up.” Kim Dietz, Principal Planner for the City of Redmond, WA

This outreach includes intentional connections with immigrant business owners, small-scale entrepreneurs, and communities that have historically received less city support. It’s about broadening the city’s reach while building trust where it matters most.

3. Use technology to support—not replace—human relationships

Redmond uses Bludot to track business interactions, log outreach visits, and coordinate across departments. But Kim made it clear: the software isn’t just about records. It’s a tool that enables deeper, more consistent engagement.

“Tools like Bludot help us see our business community more clearly, but the real value is how they help us talk to each other better.” Kim Dietz, Principal Planner for the City of Redmond, WA

By centralizing communication, her team ensures that no business falls through the cracks and that every touchpoint builds on the last.

4. Coordinate across departments to build trust

Economic development is a team sport. From planning to public works to permitting, multiple city departments touch the business community. Without coordination, those efforts can feel fragmented.

“Redmond works best when we work together. That means Planning, Economic Development, Public Works—we’re all talking to businesses in different ways. Bludot will help us bring those conversations together.” Kim Dietz, Principal Planner for the City of Redmond, WA

Having a shared CRM will give her team visibility into what other departments are doing, enabling them to present a unified, supportive face to local businesses.

5. Empower city staff to serve better

Kim also highlighted a less visible—but powerful—benefit of shared systems: empowering staff at all levels.

“When everyone has access to the same information, they won’t need to guess who’s done what. This will build confidence for staff and consistency for the businesses.” Kim Dietz, Principal Planner for the City of Redmond, WA

Whether it’s a planner, permit tech, or outreach specialist, staff can feel more prepared to help when they can see the full picture of a business’s journey with the city.

6. Make data actionable

Kim emphasized that the goal of collecting data isn’t just to report—it’s to act. Redmond uses the information logged in Bludot to identify trends, prioritize outreach, and improve programs.

“We’re not gathering data for the sake of it. We’re using it to understand how our policies are landing on the ground.” Kim Dietz, Principal Planner for the City of Redmond, WA

This data-driven approach allows the city to fine-tune its efforts, especially as conditions shift due to factors like inflation, workforce changes, or natural disasters.

7. Plan with the community—not just for it

With nearly three decades of experience, Kim has seen the city’s approach to planning evolve to now emphasize much greater community engagement and partnership.

“Our community involvement procedures have become more refined, centralized, and supported by technology. This provides staff an opportunity to work with others to create a communication and engagement plan that provides robust involvement for all members of the community.” Kim Dietz, Principal Planner for the City of Redmond, WA

This shift reflects a broader commitment to inclusive, responsive planning—where data, dialogue, and trust go hand in hand.

8. Play the long game with engagement

Kim knows that deep community trust doesn’t happen overnight.

“You don’t build trust with a single survey. It’s about showing up, year after year, and acting on what you hear.” Kim Dietz, Principal Planner for the City of Redmond, WA

Redmond’s approach is built on consistency and responsiveness—a model that ensures businesses feel seen, heard, and supported at every stage of their journey.

Planning as partnership

Kim’s leadership offers a powerful reminder that planning is not just about policies—it’s about people. With the right mindset and the right tools, cities like Redmond are showing how technology can enhance—not replace—the human side of economic development.

Bludot is proud to support communities like Redmond as they work to build stronger, more connected local economies.

Want to see how Bludot can help your city turn outreach into impact? Schedule a demo today.