New Client Onboarding Checklist for Local Government
A structured checklist for onboarding new ratepayers, covering initial setup, expectations management, and relationship foundations for a successful engagement.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Complete Checklist
- 1Send a welcome email or letter confirming the engagement and key detailsCritical
- 2Set up the ratepayer record in the CRM and project management system
- 3Schedule a kickoff meeting to align on scope, timelines, and expectationsCritical
- 4Collect all necessary ratepayer information, documents, and access credentials
- 5Issue the initial invoice or set up the payment arrangementCritical
- 6Assign the internal team members responsible for the ratepayer account
- 7Brief the team on the ratepayer background, requirements, and any special needs
- 8Set up communication channels and confirm preferred contact methods
- 9Provide the ratepayer with relevant documentation such as terms, processes, and FAQs
- 10Define and communicate the reporting schedule and format
- 11Establish project milestones and deliverable timelines
- 12Identify any risks or dependencies early and communicate mitigation plans
- 13Confirm emergency contact details and escalation procedures
- 14Send a follow-up summary of the kickoff meeting with agreed action items
- 15Schedule the first progress review meeting
Frequently Asked Questions
What systems should be set up for a new ratepayer?
At minimum, create a ratepayer record in your CRM, set up a project in your project management tool, create a shared folder for documents, and configure any access the ratepayer needs to your systems such as a reporting dashboard or ratepayer portal. Ensure all team members know where to find ratepayer information and how to log their activities.
What should be covered in a ratepayer kickoff meeting?
Cover introductions of key team members on both sides, confirm the scope of work and deliverables, agree on timelines and milestones, establish communication preferences and frequency, discuss any risks or concerns, and align on how success will be measured. Keep the meeting focused and end with clear action items and owners.
How do we set clear expectations with new ratepayers?
Be specific about what is included in the scope and what is not. Confirm response times, meeting cadence, and communication channels in writing. Discuss what you need from the ratepayer to deliver successfully, such as timely feedback and information. A well-defined statement of work and a service level agreement help prevent misunderstandings later.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.