| The Environmental Services and Regulation (ESR) division of the Department of Environment and Science (DES) is investing in its community engagement capability. By investing in a dedicated community engagement capability ESR aims to engage with a broader cross section of the community with a focus on resolving local compliance issues and environmental concerns.
A ‘Community Stakeholder and Engagement Framework’ (the Framework) has been developed. The Framework objectives include; increasing direct engagement with the community and our stakeholders; improving avenues for and resolution of community reporting of environmental concerns; improving regional networks and partnerships; improving information and educational resources produced in response to community concerns and; increasing community and stakeholder awareness of DES compliance.
ESR interacts with three sets of stakeholders:
1. Organisations and individuals whose activities are regulated by DES
2. Organisations and individuals who interact with DES around the assessment and approval of future regulated activities
3. The broader community who value a healthy environment and may interact with DES to raise environmental issues and concerns or contribute to environmental management and protection
To support achieving the objectives of the Framework, evidence and information not currently held by DES is needed to understand what is working well and what is not, and to understand what information improvements could be made in ESR’s service delivery.
The aim of this project is to understand what channels customers are using to interact with ESR, their satisfaction through their contact journey and how the customer wants to engage with ESR. To achieve this and to better deliver services ESR is seeking to map the experience of customers through the multiple channels that are available to them.
As well as mapping current customer journeys, the project seeks to produce a roadmap that includes an implementation plan which will provide advice to remedy the challenges for ESR. This work is aimed at putting the customer first and saving time and money to the ESR processes. It is planned that this new roadmap will enhance community engagement and customer satisfaction.
Project requirements
The project encompasses three discreet bodies of work:
Current State
To map customer journeys, quantify and evaluate current channel activity and customer interactions within ESR.
Specific research questions to be answered during this phase include:
• Identify core functions of community interactions (e.g. incident report, inquiry, data access)
• Identify channels through which each of the functions can be accessed including digital interactions such as Facebook and the website and map the customer journey for each
• Quantify channel use for each function
• Determine cost to serve for each function and channel
• Identify processes that work effectively, and inefficiencies in processes and make recommendations to improve the interactions
Customer expectation and satisfaction
To understand the level of customer satisfaction within existing systems and touch points across a customer’s journey.
Specific research questions to be answered during this phase include:
• Establish current levels of customer satisfaction for all functions and channels including drawing out the limitations or issues in their current experience
• Identify customer expectations and channel preferences for each function
• Identify where customers see gaps in services being provided (e.g. data access, environmental monitoring)
• Develop a methodology for confirming customer satisfaction
Testing Our Environment
Develop a Road Map (ESR’s Future state – blue sky design)
To develop a Roadmap which provides directions and implementation advice to understand the challenges and business needs of ESR. The new road map of activity seeks to (overtime) enhance community engagement, improve customer satisfaction and service delivery (with a focus on compliance and assessment work).
Specific research questions to be answered during this phase include:
• Identify gaps, areas of reform, investment and opportunities to improve the current state, increase customer satisfaction and to enhance community engagement
• Identify and prioritise actions that need to be taken to address gaps and seize opportunities
• Determine cost to serve under proposed future state for each channel and function
Goods / Services to be delivered
A detailed report containing:
• Current State Channel evaluation (volumes, cost to serve)
• Customer journey mapping
• Customer satisfaction analysis
• Blueprint for a new roadmap for customer engagement and service delivery
For detailed information on the specific goods / services sought under this tender, please review the "Specification Documents" in "Section 3 - Here is the detail".
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