Consulting Services

The vendor is required to provide consulting services to develop an enterprise customer experience strategy (ECES) that will outline the city’s service standards and the optimal customer experience across the organization and delivery channels.
•    Define and create a collective understanding of the expected service experience across all channels and services areas. 
•    Ensure consistent delivery of business service standards across multiple teams, sections, divisions, departments, channels, and tools.
•    Emphasize a positive and responsive customer experience. 
•    Empower city staff in the business service delivery process. 
•    Embed a continuous improvement culture.
•    Provide key performance indicators (KPIs) to facilitate transparent data-driven decision making, performance measurement and performance management. 
•    Improve accessibility, accountability, access, transparency, public trust, satisfaction and confidence.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 15, 2025