Southern Downs Regional Council invites tenders from suitably qualified and experienced Customer Experience (CX) specialists to work with Council officers to design and deliver a meaningful Customer Service Charter and roadmap for further CX development over approximately 16-20 week period – as described in more detail in Part 5.
The development of a Customer Service Charter forms part of this work and is intended to support a broader shift toward values-led, community-focused service delivery. However, the project is not limited to the creation of a charter document and should focus on what customer experience looks like in practice across day-to-day operations, interactions and service environments.
Council recognises customer experience extends beyond frontline interactions and is shaped by the systems, processes, behaviours and decision-making practices that underpin service delivery across all business units. The project will support Council to establish a shared understanding of service expectations, identify priority opportunities for improvement and develop practical foundations for ongoing CX maturity.
Tender documents prepared by Council may be obtained by downloading a copy from Council's Public Tender Page after registering online.
Tenders must be lodged electronically via VendorPanel by 2pm AEST, Tuesday 7th July 2026.
Council reserves the right to invite tenderers to change their tenders. This is allowed for under Section 228 of the Local Government Regulation 2012.