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Digitising customer interactions

The department faces challenges including the increasing pace and continuous evolution of technology and changing customer expectations. TMR uses flexible methods and channels, and utilises new technologies for customers—including real-time passenger travel and traffic apps. To deliver a more customised experience, the department must consider customer perspectives, motivations and expectations to guide the development of all products and services.

Formless customer applications

The department has removed the requirement for customers to complete a paper application form for various licensing and registration products and services. The move to formless transactions helps us to streamline TMR’s interactions with the customer, reduces customer effort and increases customer satisfaction. This initiative has also contributed to an increase in employee satisfaction.

Digital transactional services for Queenslanders

The department delivers licensing and registration services across its counter, phone and digital channels. Over 50 services are available via digital channels and through continuous improvement using customer insights. TMR will continue to improve these channels to meet changing customer expectations. Customers can pay for their registration renewal, renew their driver licence, check their demerit points and apply for their traffic history online. In addition, customers can book a practical driving test, vehicle inspection or use smartphone apps to complete and submit their learner logbook and check the currency of their registration.

Many customers are now choosing to do business with us through the convenience of TMR’s online services. The department will continue to invest in online services to give customers more options and flexibility to do business with TMR anywhere, anytime.

Figure 3 Customer services transactions - assisted vs non-assisted

Financial year Non-assisted Assisted Total Proportion non-assisted Proportion assisted
2009-10 4,850,011 13,349,396 18,199,407 26.6% 73.4%
2010-11 5,186,124 14,372,909 19,559,033 26.5% 73.5%
2011-12 5,671,030 15,202,055 20,873,085 27.2% 72.8%
2012-13 5,544,581 7,549,046 13,093,627 42.3% 57.7%
2013-14 5,943,839 7,655,382 13,599,221 43.7% 56.3%
2014-15 6,797,385 7,578,918 14,376,303 47.3% 52.7%
2015-16 6,680,972 8,135,121 14,816,093 45.1% 54.9%
2016-17 7,194,830 7,721,569 14,916,399 48.2% 51.8%
2017-18 7,876,429 7,712,211 15,588,640 50.5% 49.5%
2018-19 8,593,248 7,806,141 16,399,389 52.4% 47.6%

Note: *From the 2012–13 financial year onwards, the data above has been refined to include transactions for which a customer interacts with Transport and Main Roads. Prior to this date, the data includes ancillary and system generated transactions which aren’t a true representation of customer interactions.

Data source: Data Analysis Reporting Centre (Service Delivery System and Program Office, Customer Services Branch)

Monitoring and managing customer interactions

In recent years, the department has seen a steady increase in customer transactions contributed by population growth, increased disposable income and the availability of new transaction types.

TMR uses the latest technology to monitor and manage customer interactions and access to this real-time data allows us to manage customer’s delivery of services quickly and efficiently. The data regarding assisted vs non-assisted transactions demonstrates that along with the introduction of new services, the popularity of TMR’s self-service options continues to increase and this year is the first time since the program commenced that non-assisted surpassed assisted customer transactions.

The department is also delivering innovations through our frontline compliance and road safety teams:

  • TMR compliance staff are empowering the heavy vehicle industry to provide safe transport services through a greater focus on education.
  • TMR’s mobile compliance system enables Transport Inspectors to complete roadside checks more efficiently and drivers can get back on the road more quickly.
  • TMR’s road safety people are also leaders in community engagement and education, using tailored workshops, interactive tools and other immersive technologies.

Learner Logbook and QLD Rego Check app

Learner Logbook app

In May 2016, the department launched the ‘Queensland Learner Logbook’ app as an alternative to the paper version. Usage of the app continues to grow with over 50 per cent of logbooks now submitted electronically. Usage of the app has increased 20 per cent year-on-year from 2017–18 to 2018–19.

Each month:

  • 4500 new learner drivers download the app
  • the app is used by over 35,000 learner drivers
  • learners log over 440,000 trips.

The department is committed to furthering usage of the app into the future by listening to feedback from our customers and investing funds in developing enhancements.

For more information on the Learner Logbook app

Person in a car holding a phone with the learner logbook app

A learner driver holding her phone with the Learner Logbook app.

Figure 4 Logbook submissions by financial year by method

Graph of paper logbook submissions and app submissions

Year Paper Logbook Submissions App Submissions Total
2015-16 49278 510 49788
2016-17 45002 7765 52767
2017-18 29051 19714 48765
2018-19 27714 26827 54541

Data source: CSB Logbook Processing Unit.

Rego Check app

The check registration service continues to be TMR’s most used online service, with an average of 1.2 million checks conducted each month via TMR’s website.

In late 2018 additional information for heavy vehicles was made available via both the online service and the app. Future enhancement scoping is ongoing to ensure the service continues to meet the needs of our customers.

Great app. Very functional. Allows me to keep an eye on rego due dates for all my family and friends. Great to see heavy vehicle information is more detailed, drivers are now able to check trucks have the correct rego class for the job.
Google Play store reviews, March 2019

For more Information on the Rego Check app

Online buoy mooring management system trial

The current system for administering around 6000 buoy moorings in Queensland rivers and estuaries is outdated and not customer friendly. A contract was awarded in June 2018 for a new system. Work with a local software developer has been progressing to provide a solution to deliver a centralised system for customers, buoy mooring permit management and administration and reporting of all buoy moorings across the state. Testing is in the final stages for buoy mooring permit renewals, with a solution for new applications to follow.

Hailo

Hailo was one of four winning ideas from the 2017 DG’s Innovation Challenge ‘TMR Hack’ and is about making sure approaching buses stop for vulnerable customers, particularly those with a vision impairment.

The idea was further developed through the six-week iHQ Innovation Lab in 2018 into a multi-layered solution comprising:

  • technology such as an app or wearable device, where customers directly connect with the driver through the bus console unit
  • a hailing education campaign
  • enhanced customer support at busy metropolitan stops such as the Cultural Centre and Roma Street, and
  • smart bus stops, as a longer-term solution to build technology into selected bus stops, allowing customers to hail a bus without using their own device.

By providing customers with alerts and notifications so they can be confident their hailing request has been received, Hailo can reduce the social and physical barriers faced by people with a disability when catching a bus and can support their genuine equal participation in the community. This is critical to TMR’s vision of ‘creating a single integrated transport network accessible to everyone’.

TMR’s leadership team has committed to implementing Hailo as part of the new payment system for public transport, with options under investigation for a proof of concept. Hailo was a finalist in the Innovation category of the 2018 Premier’s Awards for Excellence.

Passenger real-time technology

Real-time information provides accurate predictions for the next services departing from the customer’s stop or station. The department launched real-time in South East Queensland in 2014 and Cairns in 2017 via the MyTransLink app and TransLink website. Real-time information improves the user experience and better enables customers to utilise and access transport services, improving frequency and accuracy of information.

For more information on Passenger real-time technology.

MyTransLink app

The department has continued to improve the user experience of the MyTransLink app with regular updates providing additional features based on customer feedback. Throughout 2018–19, the number of customers using the app has continued to increase, with an average of 117,000 active users each week.

For more information on MyTransLink app