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What we have delivered

Over the past 3 years, our One-Stop Shop team has focused on making the process of dealing with government faster and easier. We have talked to Queenslanders to better understand your needs and to help us design better services that put our customers first.

Face-to-face services

We’ve been trialling new methods of face-to-face service delivery. Residents in the Lockyer Valley and the Scenic Rim are now enjoying convenient, welcoming customer centres where they can access our full range of Queensland Government services.

Online services

We’ve been working hard to increase the number of service transactions you can complete online. In the last 3 years the number of online services we offer has increased from around 40 to more than 400.

Donut graph showing increase in government service information available online since 2013.

In 2013, 40% of the total information about Queensland Government services was available online. We now have 100% of our service information available online through www.qld.gov.au.

Donut graph showing increase in government transactional services (pay, book, apply) available online since 2013.

In 2013, we had 44 basic transactional services (pay, book, apply) available online. We now have 425 transactional services available online through www.qld.gov.au.

 

Customer take up for these new online services has been immediate and is now the most common way for Queenslanders to complete government transactions. By making our services available through a single website www.qld.gov.au and via a single help desk number 13 QGOV (13 74 68), we’re helping you get things done quickly and easily.

Bar graph showing increase in total visits and visitors to www.qld.gov.au since 2013.

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In 2013, we had 10,229,679 visits and 5,651,451 visitors to qld.gov.au. This has increased to 52,089,558 visits and 24,630,630 visitors today

But the opportunity and challenge is much greater than simply putting more forms online, or in doing the same things more cheaply and quickly. The Queensland Government needs to reimagine and rethink service design in order to meet the evolving needs and expectations of Queenslanders. There’s still work to be done, but we’re making great progress in the following areas.

Tell us once

Queenslanders have asked for a 'tell us once' approach so you don't have to repeat your information every time you contact government.

We've introduced 'tell us once' to our change of address service—just tell us your new address once and we’ll update your records across multiple online services.

We've also made it easier to give us your feedback—no longer do customers have to find the 'right person' to provide feedback to. Just tell us once via a simple online complaints and feedback service.

Digital proof of identity

Next we looked to introduce a 'tell us once' service for proof of identity.

Many services required customers to take their 100 points of ID into a counter every time they wanted to complete a transaction with us. Now we've got a 'tell us once' digital ID that lets you prove your identity online, and then transact securely with a range of Queensland Government services.

The number of services connected to this feature is still growing, but we’re already getting positive customer feedback.

Joined up services

Now we are looking at how we can streamline and cut down the number of government forms customer have to fill in. Our recent pilot for seniors concessions shows how we can provide many different services through just one application process.

The next evolution of digital services

Recently we have been trialling the next generation of personalised services for Queenslanders, based on your individual circumstances and needs.

This includes personalised checklists that make it easier to start a café, apply for business grants, deal with the death of a loved one or settle in Queensland. All of our projects and services are co-designed with Queenslanders and trialled with the community before being launched.

Featured services

The next generation of government services

Queenslanders have been helping us design the next generation of government services. Take a look and tell us what you think.

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New-look customer centres

Now packed with many more government services, our regional customer centres are setting the standard for face-to-face service delivery.

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Be a part of government service design

We're working with customers to design the next generation of government services. Find out how you can get involved.

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Personalised web content, built for you

We're currently trialling personalised and location-based web content. Check out the pages using these new features, and leave your feedback.

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Help us build better services

Find out how you can help us develop new and better services

Last updated
02 June 2017
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