The objective of this RFP is to engage a professional services organization who can work collaboratively with the Arts Granting Programs Division to better understand the client care needs of its applicants and grant recipients as well as key arts community stakeholders and the supporting resourcing model and tools to provide the high level of client service in a pragmatic and cost-effective manner. Following this assessment, the selected service provider will work with the leadership team to develop a high level 3 -4 year implementation roadmap and a playbook or toolkit.
There is an expectation that the chosen service provider will have a proven track record in helping organizations become more self-sufficient in being able to undertake future client care assessments (Development of Personas, Journey Maps, etc.) by providing the Council with the requisite tools (Questionnaires, Word, Excel, Powerpoint templates which work seamless with the Council's M 365 Environment) and training to develop additional personas and journey maps, among others, to lead future initiatives with internal team members. The Client Care strategy will be aligned with the Council's overall communications strategy and tactics.