9852 - City of Fort Collins Customer Service (Cx) Consulting Services

The City of Fort Collins (City) is requesting proposals from qualified Consultants to perform an organizational assessment and evaluation of the City’s current state Customer Experience (CX) to include its customer service culture, processes, and policies.  The successful proposal will address all aspects of a Customer Experience (CX) initiative that can be utilized by City staff to effectively understand our customer’s experience.  The City is seeking a thorough and phased approach to ensure a shared understanding of the customer experience, develop a roadmap to improve the customer experience, establish it as a culture of normal business practice and, a plan for sustained implementation.