Objective 2
Streamline and transform Queensland Government service delivery for better customer experiences.
Our strategies are
- Provide better ways to access help from government, in person, over the phone, and online by transforming whole-of-government service delivery.
- Strengthen service equity for rural and remote communities by leading a coordinated, multi-channel service delivery approach that ensures consistent access to government services regardless of location.
- Enhance the collection, analysis and application of customer insights to drive service enhancements and ensure the needs of customers from all backgrounds are understood and met.
- Drive the evolution of government systems and services including enhanced online customer services and information.
- Streamline access to multiple government services through the option of a single digital identity.
- Provide around-the-clock support during disaster events.
- Connect services across channels and platforms to simplify dealing with government.
- Strengthen a data sharing ecosystem to enable government to share data for the benefit of citizens and businesses.
How we will measure our success
- Improved customer satisfaction with service delivery across all channels measured via a customer satisfaction survey
- Increased number of cross-agency transactions delivered by single sites
- Reduction in cost to serve
- Increased adoption of digital channels