26_212 - Customer Experience Strategy

Brief

Southern Downs Regional Council invites tenders from suitably qualified and experienced Customer Experience (CX) specialists to work with Council officers to design and deliver a meaningful Customer Service Charter and roadmap for further CX development over approximately 16-20 week period – as described in more detail in Part 5. The development of a Customer Service Charter forms part of this work and is intended to support a broader shift toward values-led, community-focused service delivery. However, the project is not limited to the creation of a charter document and should focus on what customer experience looks like in practice across day-to-day operations, interactions and service environments. Council recognises customer experience extends beyond frontline interactions and is shaped by the systems, processes, behaviours and decision-making practices that underpin service delivery across all business units. The project will support Council to establish a shared understanding of se...