economic appraisal of customer experience improvement


GTA was engaged by a public sector organisation to undertake an economic appraisal of a suite of proposals for State Government funding. The program of proposals included developing and adopting new technologies to improve customer experience and operational efficiency, mostly focused on transport services in metropolitan areas, with benefits extending to regional Victoria.

GTA assembled a team of specialists across three offices, who engaged with the client’s subject matter experts and senior management, reviewed capital and operating costs, held risk workshops, applied @RISK for Monte-Carlo risk modelling, and undertook economic appraisals.


The approach for the economic case of the proposed investments included the use of innovative approaches, adapting economic valuation of customer perception improvements using evidence from the United Kingdom, and relating user-benefits to forecast improvements in customer satisfaction scores.


Client // VIC State Government Agency

GTA Office // Melbourne

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