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Measure Your Council's Customer Experience Maturity and Build a Roadmap for Better Service Delivery
Understand where your council stands today across customer experience, service delivery, digital capabilities, and operational efficiency, and gain a prioritised roadmap for future improvement.
9
Customer Experience Capability Areas Assessed
1
Council-Specific Maturity Report
100%
Focus on Practical Improvement Opportunities
Smarter Service Delivery and Operational Excellence
Exigo Tech's Council CX Maturity Assessment helps councils understand their current customer experience maturity across people, processes, technology, governance, and service delivery. The assessment identifies strengths, uncovers improvement opportunities, and provides a practical roadmap that supports better resident experiences, improved operational efficiency, and stronger community trust.
Microsoft Partner
Improve Resident Experiences
Identify opportunities to create more responsive, consistent, and citizen-focused service delivery.
Reduce Operational Inefficiencies
Uncover manual processes, bottlenecks, and inefficiencies that impact productivity and service outcomes.
Increase Visibility Across Services
Understand how customer requests, case management, and service delivery processes perform across departments.
Enable Data-Driven Decisions
Gain insights that support strategic planning, continuous improvement, and investment prioritisation.
Build a Future-Ready Council
Develop a roadmap that aligns customer experience initiatives with long-term council objectives.
What the Council CX Maturity Assessment Covers
CX Strategy & Governance
Align CX governance, ownership, service standards, and transformation priorities.
Service & Case Management
Improve customer enquiries, case handling, escalation, and service delivery.
Channels & Automation
Enhance customer access, self-service, workflows, and knowledge management.
Technology & Insights
Assess platforms, integrations, data, reporting, KPIs, and performance visibility.
Adoption & Transformation
Strengthen workforce capability, change readiness, and future operating models.
What to Expect
Our Council CX Maturity Assessment provides a structured approach to evaluating current-state capabilities and identifying opportunities for meaningful improvement.
Phase 1: Complete the Assessment
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Phase 2: Assess & Analyse
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Phase 3: Receive Your Maturity Report
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Phase 4: Align on Next Steps
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Council stakeholders complete a guided assessment covering customer experience, service delivery, technology, operations, governance, and transformation priorities.
Our specialists evaluate responses to determine maturity levels, identify capability gaps, and assess opportunities across key service delivery areas.
Receive a structured maturity assessment report containing findings, observations, scores, and prioritised recommendations.
Participate in an optional review session to validate findings, explore opportunities, and discuss potential roadmap and transformation initiatives.
Talk To Our Experts
Who Should Attend
Deliverables
At the completion of the assessment, your council receives practical recommendations and a roadmap for improvement.
Council CX Maturity Report
A detailed assessment of current-state maturity across customer experience, service delivery, technology, governance, and operational capabilities.
Capability Gap Analysis
Identification of strengths, weaknesses, risks, and priority improvement opportunities.
Executive Summary
A leadership-focused overview designed to support strategic planning and investment decisions.
Prioritised Improvement Roadmap
A structured roadmap outlining recommended initiatives, priorities, and next-step actions.
Transformation Recommendations
Practical recommendations that align improvement opportunities with council objectives and community expectations.
How the Council CX Maturity Assessment Works
Complete the Assessment
A guided questionnaire completed by CX, Customer Service, Digital and IT stakeholders.
Assess & Analyse
We evaluate responses to determine maturity levels across all key capability areas.
Receive Your Maturity Report
You receive a structured report with insights, scores, and recommendations.
Align on Next Steps
Optional session to validate findings and define your roadmap, workshop, or pilot approach.
Why Exigo Tech
Local Government Experience
Extensive experience supporting councils with customer experience, digital transformation, and service delivery improvement initiatives.
Microsoft and Integration Expertise
Deep capability across Microsoft technologies, business applications, customer engagement platforms, and integration solutions.
Outcome-Focused Methodology
Recommendations are designed to deliver practical outcomes aligned to council priorities and community expectations.
Executive and Operational Alignment
Provide insights that support both strategic decision-making and operational improvement initiatives.
Flexible Engagement Model
Use the assessment as a standalone initiative or as the foundation for broader transformation programs.
Local Government Experience
Extensive experience supporting councils with customer experience, digital transformation, and service delivery improvement initiatives.
Microsoft and Integration Expertise
Deep capability across Microsoft technologies, business applications, customer engagement platforms, and integration solutions.
Outcome-Focused Methodology
Recommendations are designed to deliver practical outcomes aligned to council priorities and community expectations.
Executive and Operational Alignment
Provide insights that support both strategic decision-making and operational improvement initiatives.
Flexible Engagement Model
Use the assessment as a standalone initiative or as the foundation for broader transformation programs.
STORIES OF IMPACT
CASE STUDY
Ready to Improve Council Customer Experience?
Understand your current maturity, identify improvement opportunities, and create a clear roadmap for delivering better outcomes for both residents and council teams.
Partner Ecosystem
The Council CX Maturity Assessment helps local governments evaluate customer experience, service delivery, technology, governance, and operational maturity across key council functions.
Executive leaders, customer service teams, digital transformation leaders, IT teams, and service owners responsible for delivering council services.
The assessment covers customer experience strategy, service delivery, case management, automation, technology, reporting, governance, accessibility, and operational capabilities.
Council stakeholders complete a structured assessment which is then analysed by Exigo Tech to determine maturity levels and improvement opportunities.
Participants receive a maturity report, capability assessment, executive summary, roadmap, and prioritised recommendations.
Yes. The assessment is designed to support councils regardless of where they currently sit on their customer experience transformation journey.
Yes. The roadmap and recommendations can be used to guide future customer experience, digital transformation, and service delivery improvement programs
Yes. Exigo Tech can support roadmap execution, customer experience transformation, digital initiatives, service modernisation, and ongoing advisory services.
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