City of Casey
Measuring what matters for City of Casey's new concierge service
We partnered with the City of Casey, Victoria's third fastest-growing municipality, to assess whether their new concierge service was actually improving customer experience -- and build a framework to track its performance over time.
Outcomes
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Service goals and performance metrics let City of Casey identify issues early and confirm the concierge service was delivering real value to visitors
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A polling and reporting schedule balanced frequent enough feedback to catch problems with avoiding survey fatigue among customers
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Two new dedicated roles ensured the framework didn't sit on a shelf -- City of Casey now has staff responsible for acting on the data and driving continuous improvement
Services
- Service Design
- Monitoring and evaluation
Building a performance framework that grows with the service
City of Casey had launched a new concierge service to greet visitors, assess their needs, and direct them to the right team. They needed to know whether it was working — for customers and for the organisation's broader strategic goals.
We worked with Casey's team to define clear service goals and design an assessment framework that tracked, measured, and reported on performance. For example, we identified signals like customer wait times, resolution rates, and visitor satisfaction to give the team concrete data rather than assumptions.
The framework was designed to be sustainable, embedding the service into the organisation's structure so it could keep delivering value as demand grew.
The evalutation matrix developed as part of the project
A framework built to evolve
Since the concierge service was designed to scale over time, the framework needed to adapt alongside it. We structured it around three phases: the first eight months focused on establishing baseline metrics, the next twelve months shifted to tracking how the service handled growing visitor numbers, and the following twelve months prepared the team for longer-term strategic changes.
This phased approach meant City of Casey could adjust staffing, processes, and reporting as the service matured — without needing to rebuild the framework from scratch.
