AI Overview

Seeking a qualified Consultant to develop customer journey maps for residential waste management services, focusing on improving customer experience and identifying service enhancement opportunities.

Basic Information

Reference Number

00004858207

Issuing Organization

The City of Calgary

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

AB-2026-00224

Title

25-1755 Customer Journey Mapping Services

Source ID

SCRIBE

Details

Location

Alberta

Purchase Type

Not Stated

Dates

Publication

2026/01/13 11:17:00 AM EST

Closing Date

2026/02/10 06:00:00 PM EST

Contact Information

Ana Eid Michel

ana.eidmichel@calgary.ca

Description

The City of Calgary is seeking a qualified Consultant to assist in the development of customer journey maps for single and multi-family residents related to supplemental waste management services. The process and outputs are expected to:

a) Provide an understanding of The City’s residential customers and their experience throughout their waste management journey including actions, emotions, pain points, needs, and accessibility considerations.
b) Highlight opportunities for The City to improve customer experience; reduce frustration or confusion; and make services more user-friendly, inclusive and intuitive.
c) Identify gaps, inconsistencies or barriers in current service offerings and opportunities to enhance service delivery.
d) Identify opportunities to improve accessibility and equity for all residents including those with differing needs, abilities or levels of access to supplemental waste management services.
e) Foster collaboration and accountability among affected parties within The City and clarify roles and responsibilities across touchpoints.

The City intends to enter into one (1) Agreement for the provision of the Deliverables.

Disclaimer All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued on purchasing.alberta.ca. MERX asks that you refer to the purchasing.alberta.ca notice for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the notice abstract.