Client Handover Checklist for Local Government
A checklist for smoothly transitioning ratepayer relationships from a departing employee to their replacement, maintaining service continuity and ratepayer confidence.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Complete Checklist
- 1Compile a list of all ratepayers managed by the departing employeeCritical
- 2Assign each ratepayer to the appropriate replacement team memberCritical
- 3Brief the replacement on each ratepayer's history, preferences, and current status
- 4Review all active projects, proposals, and commitments for each ratepayer
- 5Identify any sensitive or at-risk ratepayer relationships that need special attentionCritical
- 6Schedule introduction meetings between the replacement and key ratepayers
- 7Send a professional handover communication to each ratepayerCritical
- 8Transfer all ratepayer files, notes, and correspondence to the replacement
- 9Update ratepayer records in the CRM with the new account owner
- 10Ensure the replacement has access to all relevant ratepayer-related systems
- 11Review any upcoming ratepayer deadlines or deliverables during the transition
- 12Discuss billing arrangements and any outstanding invoices for each ratepayer
- 13Follow up with each ratepayer after the transition to confirm they are satisfied
- 14Document any ratepayer feedback about the transition for process improvement
Frequently Asked Questions
How should we communicate the staff change to ratepayers?
Notify ratepayers before the departing employee leaves, not after. The communication should come from a senior manager, introduce the replacement by name, reassure the ratepayer that service will continue seamlessly, and provide the new contact details. Tailor the message for key ratepayers with a personal phone call. Keep the tone positive and professional without sharing unnecessary details about the departure.
What information should be included in a ratepayer handover brief?
Include the ratepayer's council background, key contacts and their roles, communication preferences, project history and current status, any known sensitivities or preferences, upcoming deadlines, billing arrangements, and the relationship health assessment. The more context the replacement has, the smoother the transition will be for the ratepayer.
How do we prevent ratepayer loss during a staff transition?
Communicate proactively and transparently. Ensure the replacement is well-briefed and can demonstrate immediate competence. Schedule face-to-face or video meetings rather than relying on email. Maintain or improve service levels during the transition period. Follow up after the handover to check satisfaction and address any concerns promptly.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.