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.

Council team collaborating on digital customer experience and service delivery improvement

What the Local Government Maturity Assessment Covers

A structured diagnostic across the full council customer lifecycle, spanning people, process, and technology.

Digital transformation and council CX maturity assessment across systems, data, and services

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.

Overall maturity score and maturity band (Reactive to Leading)

Scores across each capability area with key observations

Service-level insights based on high-volume council services

Summary of key challenges faced by residents and staff

Identified improvement areas and capability gaps

Practical recommendations with prioritised actions

A high-level roadmap (quick wins to transformation)

Optional readout session to walk through findings and next steps

Overall maturity score and maturity band

Scores across each capability area with key observations - For Mobile version

Service-level insights based on high-volume council services - For Mobile version

Summary of key challenges faced by residents and staff - For Mobile version

Identified improvement areas and capability gaps - For Mobile version

Practical recommendations with prioritised actions - For Mobile version

A high-level roadmap - For Mobile version

Optional readout session - For Mobile version

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)

Council leadership and IT teams discussing customer experience and service delivery strategy

Outcomes Local Government Councils Typically Target

Council team improving operational efficiency through system integration and automation

Improve Efficiency & Enable Integration

Reduce manual workload and repeated enquiries by connecting systems and streamlining operations

Council stakeholders collaborating to enhance service transparency and accessibility

Increase Transparency & Enhance Accessibility

Provide real-time visibility to residents with strong multichannel service delivery

Customer service team celebrating improved community experience and satisfaction

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.

Start the Assessment

Professional working on laptop exploring council CX assessment and digital transformation solutions

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Prabu Satchithananda

Business Development Manager

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STORIES OF IMPACT

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