Client Discovery Questionnaire

Town of Louisburg, NC · Powered by Xentegra

Section 1 — About You

Section 2 — Who's Involved

Answer from your organization's perspective. If unsure, leave blank.

1. Who are the end users or people submitting requests?
Current State
Ideal State
2. Who handles or resolves those requests?
Current State
Ideal State
3. How large is the support team?
Current State
Ideal State
4. Are third-party vendors or systems involved?
Current State
Ideal State

Section 3 — How Requests Are Handled

5. Which channels are used to submit requests?
Current State
Ideal State
6. How are requests tracked?
Current State
Ideal State
7. How are requests routed or assigned?
Current State
Ideal State
8. Do you have response time targets or SLAs?
Current State
Ideal State
9. Do you use templates or canned responses?
Current State
Ideal State

Section 4 — Tools & Systems

10. What system/tool is currently used?
Current State
Ideal State
11. What other tools need to connect?
Current State
Ideal State
12. Are there compliance or reporting requirements?
Current State
Ideal State

Section 5 — Scope & Priorities

13. Who is this for?
Current State
Ideal State
14. Which departments are highest priority?
Current State
Ideal State
15. How do you measure success?
Current State
Ideal State

Section 6 — Stakeholders & Decision Process

16. Who are the key stakeholders involved in this initiative?
17. Who will be responsible for owning this project internally?
18. Who will be involved in evaluating potential solutions?
19. What does your decision-making process typically look like for projects like this?
20. What concerns or risks do stakeholders have about making a change?
21. What would make this initiative a clear “win” for stakeholders?
22. Is there anything that could slow down or block progress?
23. Anything else we should know about your team or organization?

Prepared by Xentegra · Confidential — for discovery purposes only