Strategic Planning Facilitator Services

The vendor required to provide strategic engagement designed to first establish a shared organizational vision at the executive leadership level and then expand that vision through engagement with agency management.
- Planning and preparation
•    Conduct a kickoff meeting with designated agency representative to confirm objectives, scope, participants and logistics. 
•    Review relevant background materials provided by agency. 
•    Develop a facilitation approach, discussion framework, and draft agendas aligned with the phased engagement model.
- Executive leadership visioning session
•    Establish a shared vision for the future of the organization. 
•    Define what premier customer experience means for the agency, including both internal and external customers. 
•    Identify core values, strategic priorities and guiding principles. 
•    Establish a high-level framework for achieving the shared vision, including success measures and key focus areas.
- Executive leadership and management alignment session
•    Build upon and validate the executive leadership’s vision.
•    Expand the strategic discussion to include operational and organizational perspectives.
•    Identify opportunities, challenges, and enablers related to implementing the shared vision. 
•    Gather input on customer experience improvement opportunities and organizational readiness.
- Strategic roadmap development
•    Analyze and synthesize findings across executive and management discussions.
•    Develop a strategic roadmap outlining recommended priorities, initiatives, and sequencing to advance the agency shared vision. 
•    Identify short, medium, and long-term focus areas.
•    Align recommendations with agency mission, operational environment, and customer experience goals.
- Final presentation and wrap up
•    Present the strategic roadmap and supporting findings.
•    Facilitate discussion and obtain feedback.
•    Refine the roadmap and make recommendations as appropriate.
- Strategic customer service training recommendation
•    Recommend customer service training priorities and approaches aligned with the roadmap. 
•    Identify potential training topics, audiences, and delivery methods. 
•    Identify, if requested, examples of qualified customer service training providers.
•    Assist the agency, if requested, in developing or refining a future solicitation for customer service training services.