CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

The City of Anaheim is seeking a consultant to conduct a comprehensive study of its customer-facing operations and identify best practices for providing valued customer services. The study will include an analysis of the current service offerings, delivery methods, and communications, as well as a comparison to leading utility industry standards and best practices. The consultant will also provide recommendations for improving operations and customer satisfaction, and may optionally assist with the implementation of adopted recommendations. The scope of work includes tasks such as project initiation and planning, evaluation of customer service offerings, performance evaluation and benchmarking, and engagement-driven structural review. • The consultant will conduct a comprehensive review of the customer service group and its units to assess customer service offerings, delivery and communication methods, organizational structure, operational processes, customer engagement, and resource allocation. • The consultant will compare current practices against top-performing utility service offerings, benchmarks, and recommend changes that improve valued services to customers, increase efficiency, strengthen customer service, and ensure long-term effectiveness. • The consultant will develop a detailed project plan, including a timeline, milestones, and communication protocol. • The consultant will provide a final report and recommendations, including a prioritized implementation roadmap.