26_212 - Customer Experience Strategy

🏢 Tender Overview Southern Downs Regional Council is seeking proposals from experienced Customer Experience (CX) specialists to develop a comprehensive Customer Service Charter and a strategic roadmap for CX improvement. This project, spanning approximately 16-20 weeks, aims to transition the Council toward a values-led, community-focused service delivery model. 🎯 Project Scope & Objectives The successful bidder will go beyond simple documentation, focusing on: Operational CX: Enhancing customer interactions across day-to-day operations and service environments. Systemic Improvement: Addressing the systems, processes, and decision-making practices that influence service delivery across all business units. Strategic Maturity: Establishing a shared understanding of service expectations and identifying priority areas for long-term CX maturity. 📋 Requirements Expertise: Proven experience in CX strategy, management consulting, and strategic planning within a government or public sector context. Deliverables: A meaningful Customer Service Charter and a practical roadmap for ongoing CX development. 📍 Location & Details Organization: Southern Downs Regional Council, Queensland. Tender ID: 26212. Key Keywords: Customer Experience, CX Strategy, Management Consulting, Strategic Planning, Public Sector Service Delivery, Customer Service Charter, Local Government. This is a significant opportunity for consultants to influence the service culture of a regional council and implement lasting improvements in community engagement and operational efficiency.