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IndiaLOCAL GOVERNMENT | CUSTOMER EXPERIENCE | COUNCIL CX MATURITY ASSESSMENT
LOCAL GOVERNMENT | CUSTOMER EXPERIENCE | COUNCIL CX MATURITY ASSESSMENT
Council CX Maturity Assessment
Partner with Exigo Tech to receive a clear, prioritised improvement roadmap for your council.
Be Ready to Tackle Resident Expectations and Rising Workloads
Councils are managing increasing service demand, growing community expectations, and constrained resources. At the same time, many teams are operating across disconnected systems and channels, making it difficult to provide consistent, transparent, and efficient service delivery. Exigo Tech’s Council CX Maturity Assessment helps you understand where your council stands today and identify practical, high-impact opportunities to improve service delivery, reduce manual workload, and strengthen community trust.
What the Local Government Maturity Assessment Covers
A structured diagnostic across the full council customer lifecycle, spanning people, process, and technology.
- CX Strategy & Governance: Ownership, standards, and roadmap
- Enquiry & Case Management: Triage, handoffs, visibility, escalation
- Service Areas & Operational Complexity: Waste, development applications, infrastructure, field coordination
- Channel Strategy & Accessibility: Multichannel access, self-service, accessibility, routing
- Automation & Knowledge: Workflows, knowledge reuse, proactive communication
- Technology & Integration: Platforms, telephony, integrations, data sharing
- Data, Reporting & Insights: KPIs, dashboards, feedback loops
- Adoption, Change & Capability: Training, adoption, support model
- Future State & Priorities: Desired outcomes and transformation direction
What You Will Receive
A clear, structured output designed for both operational teams and executive stakeholders.
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.
Who It’s For
Designed for council leaders and delivery teams responsible for customer experience and service delivery.
- Executive Leadership (CEO, GM, Directors)
- Customer Service and Contact Centre leaders
- Digital Transformation and IT teams
- Service owners (waste, infrastructure, development, community services)
Outcomes Local Government Councils Typically Target
Improve Efficiency & Enable Integration
Reduce manual workload and repeated enquiries by connecting systems and streamlining operations
Increase Transparency & Enhance Accessibility
Provide real-time visibility to residents with strong multichannel service delivery
Drive Community Impact
Improve satisfaction and trust by delivering consistent, responsive services and better overall customer experience
Why Choose Exigo Tech
Local Government Experience
Proven delivery across council CX, service delivery, and contact centre transformation
Microsoft + Integration Expertise
Deep capability across Microsoft platforms, telephony, and system integration
Business-Led, Outcome-Driven Approach
Clear, customised insights for decision-makers with a focus on real outcomes
Practical & Flexible Engagement
Actionable recommendations focused on achievable improvements, delivered as a standalone assessment.
Take the First Step Toward Better Council CXs
Understand where your council stands today and define a clear path forward.
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