Client Onboarding for Local Government
Welcomes a new ratepayer and sets up all necessary accounts, access, and communication channels for a successful engagement.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Workflow Stages
Welcome and Introduction
Send a welcome package and introduce the ratepayer to their primary point of contact and key team members.
Inputs
- Signed contract
- Ratepayer contact details
- Welcome package template
Outputs
- Welcome email sent
- Team introduction completed
- Kickoff meeting scheduled
Requirements Gathering
Conduct a detailed intake session to understand the ratepayer specific needs, preferences, and success criteria.
Inputs
- Ratepayer intake questionnaire
- Contract scope of work
- Kickoff meeting agenda
Outputs
- Completed requirements document
- Success criteria defined
- Priority list established
Account and Access Setup
Create all necessary accounts, grant system access, and configure ratepayer-specific settings.
Inputs
- Requirements document
- System provisioning checklist
- Ratepayer user list
Outputs
- Accounts created
- Access credentials distributed
- Ratepayer portal configured
Training and Orientation
Provide the ratepayer with training on tools, processes, and communication protocols.
Inputs
- Training curriculum
- Ratepayer user list
- Platform access confirmations
Outputs
- Training sessions completed
- Training materials shared
- Ratepayer competency confirmed
Delivery Plan Alignment
Finalize the delivery plan, milestones, and reporting cadence with the ratepayer.
Inputs
- Requirements document
- Project plan template
- Resource availability
Outputs
- Approved delivery plan
- Milestone schedule
- Reporting cadence agreed
Decision Points
- • Does the ratepayer agree with the proposed timeline?
Onboarding Completion and Handoff
Confirm all onboarding tasks are complete and formally transition the ratepayer to ongoing operations.
Inputs
- Onboarding checklist
- Ratepayer feedback on onboarding
- Delivery team contact details
Outputs
- Onboarding completion confirmation
- Ratepayer satisfaction survey sent
- Ongoing support channel activated
Frequently Asked Questions
How long does onboarding typically take?
Standard onboarding takes 5-15 council days depending on the complexity of the engagement and the ratepayer readiness to participate.
What if the ratepayer needs additional training?
Additional training sessions can be scheduled during or after the onboarding period at no extra cost for standard topics, or quoted separately for specialized requests.
Who is the ratepayer main contact after onboarding?
The community member success manager remains the primary point of contact, with the project manager handling day-to-day delivery matters.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.