Customer Experience Transformation Program: Part 1

The Queensland Government is seeking Proposals to commission the foundational work required to start delivering on the Customer First strategy. The strategy highlights the need to embed a customer first culture across eHealth Queensland (eQH) and develop a shared understanding of customers' core needs, design experiences to meet those needs and measure outcomes continually. Part 1 of the Customer Experience Transformation Program deliverables include:
· Developing and embedding an understanding of customers - developing standard end user personas that can be owned by the entire department, including HHS’s;
· Developing a customer centric benchmark/metrics framework that can be continuously measured;
· Feedback management framework;
· Service Charter – including delivery performance management framework and a continuous service improvement framework;
· Training Program – to help instil a customer first culture across eHQ; and
· Communications strategy – that will help effectively communicate all the initiatives undertaken as part of this project and the broader customer first service strategy..

For detailed information on the specific goods / services sought under this tender, please review the specification document "Appendix A - Customer First Foundational Research Deliberables Stage 1"