EXTRA-6983 - Canada (Regina, Saskatchewan) - Voice of the Customer Consultation and Customer Experience Framework Development Service - Deadline December 20,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: EXTRA-6983

Government authority located in Regina, Saskatchewan; Canada based organization looking for expert vendor for voice of the customer consultation and customer experience framework development service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide Consulting Services, and other Goods and Services to assist with the strategic development, support, and consultation of their Voice of the Customer (Customer Experience) framework which includes: customer journey mapping, voice of the customer tracking, customer experience framework development, procedural and process development and deployment to the government authority located in Regina, SK.
1. To better understand who the SWCB customer is
2. To determine service level gaps between brand promise and current service delivery
3. To review processes related to how the SWCB captures the voice of the customer
4. To conduct customer journey mapping across the organization to pinpoint the moments that
matter for our customers
5. To develop processes to better analyze voice of the customer experience feedback
6. To develop processes for the SWCB to receive and utilize voice of the customer feedback to
inform improvements to customer experience
7. To create measures to monitor and evaluate the customer experience feedback processes and its
ability to effectively collect, analyze and use feedback to drive meaningful improvement
- Customer segmentation analysis report/recommendations (Information & Graphical Report): -
Work with the data governance team to gather customer demographic data that will inform customer groups of the SWCB. Delineate the customer group needs, traits and motivation and offer a detailed understanding of who our customers are and share this learning with the business units who work directly with the various customer groups as a way to better serve them
- WCB Customer Journey Map (Information & Graphical Report): - Work closely with all customer-facing business units to develop a detailed customer journey map noting each experience a customer would have with the SWCB. Identify the major stages in the customer’s overall journey, articulate the steps, and identify key touchpoints and the departments responsible for it
- Customer experience feedback analysis & tool recommendation (Analysis & Recommendation
Report): - Review processes related to how the SWCB captures the voice of the customer and work
with the VoC committee to recommend sustainable data analysis, feedback assessments and customer experience feedback tools to implement as a means of collecting current and relevant data that can be used by frontline staff to improve their customers.
- VoC Framework Evaluation tools & metrics: - Outline key measurables that would enable the Voice of the Customer Committee and senior management to measure the effectiveness of the customer experience framework.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 20 December, 2019

Category : Professional, Consulting, Administrative or Management Support Services, Graphics and Animation

Country : Canada

State : Saskatchewan

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