Shaping our products and services with a customer focus
Being customer focused is a key priority for TMR. The department aims to improve customer satisfaction and experiences by utilising human-centred design principles, emerging technologies, and upholding our best practice customer service standards.
Re-certification from Customer Service Institute of Australia
The Customer Service Institute of Australia (CSIA) re-certified the department against the International Customer Service Standard 2015–20 (ICSS) in February 2019. This demonstrated TMR’s ongoing commitment to customer-focused excellence. The CSIA awarded the department with an ‘Integration’ level result, placing the department at the top echelon of organisations in Australia certified against the standard.
Following TMR’s submission of an extensive and detailed ICSS self-assessment report, a CSIA ICSS assessor visited several TMR sites in North Queensland, Brisbane and the Gold Coast in November 2018.
The three-day assessment against the standard showcased the diverse range of customer-centric projects being facilitated by TMR across the state and allowed the assessor to witness TMR’s customer-focused work and culture first hand.
The assessor was ‘extremely impressed’ with TMR staffs’ dedication and commitment to the ‘OneTMR’ culture and the integration of our core ‘Customers First’ Queensland Public Service Value and initiatives.
The CSIA re-certified TMR against the ICSS.
Customer Value Proposition
TMR’s Customer Value Proposition (CVP) ensures that the department puts the customer at the centre of everything TMR does. TMR must understand what is important to customers and it is critical that the department identifies and considers any gaps between what’s important to customers and the experience TMR delivers.
TMR’s CVP is made up of three dimensions that provide a triple bottom line for evaluating customer experience. Customers have told the department they want:
- customer care (respectful and responsive)
- user experience (efficient and affordable)
- information (accurate and timely).
The CVP provides a framework for understanding the range of customer experiences across TMR’s products, services and initiatives.
The CVP can be applied throughout TMR to provide a consistent and integrated view and expectation of the customer experience the department drives to deliver. It tells TMR what customers want, need and expect.
Using CVP in the department
An example of this is how the CVP was utilised to inform a human- centred design proof-of-concept training program undertaken by TMR.
The goal of the program was to simultaneously test human-centred design methodology in TMR whilst training TMR staff to develop desirable, feasible and viable solutions to customer problems.
The proof-of-concept focused on deceased estate processes within TMR and took place from July 2018 to January 2019. The program represented the first stage in delivering TMR’s human-centred design strategy and capability uplift focus designed to improve the customer experience.
Co-designed with our customers the TMR Customer Value proposition equally balances customer care, user experience and information.
Customers are at the centre of everything we do at TMR. With 80 per cent of all state government customer interactions coming through our department, we are in a unique position to positively impact the people of Queensland. This is a responsibility we take seriously.
TMR is focused on promoting the use of human-centred design to make customers part of our solutions. We know expectations are changing and we are working actively to ensure we are responsive to emerging trends, today and into the future.
Tracy O’Bryan, Customer Champion
Customer Experience Hub enables us to share valuable customer research and insights
In March 2019, TMR launched its Customer Experience Hub (CE Hub)—the department’s digital, single source of truth for all things customer experience.
The CE Hub was established out of a desire to share the wealth of customer insights, feedback and research gathered throughout the department, supporting TMR to continue to integrate the voice of the customer into all departmental activity.
Utilising a human-centred design approach where users are at the heart of the design process, delivering a functional and intuitive platform for TMR staff.
The innovative solution enables staff to access up-to-date customer feedback and insights, both within TMR and externally; ensuring that customer needs and expectations are being considered and that TMR continues to be responsive to customer needs.
Technology platforms for Contact Centre launched
In August 2018, TMR’s Contact Centre successfully deployed the Genesys Contact Centre technology platform along with Skype for Business.
The combination of these technologies enables the centre to better manage in real time, the multiple channels of inbound and outbound calls, Facebook, Twitter and chat that customers use each day to engage with the department.
This new capability also enables staff to work from a variety of locations across the state to respond to phone and other emerging digital channels customers chose to use. It also provides the opportunity for staff to develop and learn new skills in a rapidly changing customer service environment.
Training and supporting our staff to respond to customer enquiries in a timely, consistent and customer focused manner has also been enhanced by new technology for interaction recording and retention.
Modernising Queensland’s registration and licensing system
The Customer Orientated Registration and Licensing (CORAL) program is modernising the registration and licensing system for Queensland by delivering digital and business solutions that simplify and improve the way customers interact with TMR. It provides the opportunity to reform current business, policy, and regulatory practices as well as modernising TMR ICT systems. The program aligns with the Queensland Government’s priority to be a responsive government and its Digital1st Strategy, delivering an accessible digital service to meet the needs of the community.
The team is working closely with all areas of TMR and a wide variety of customer groups and stakeholders to co-design, collaborate and prioritise suitable outcomes for customer and business needs. The process incorporates customer feedback on the Digital Licence App design and includes feedback from our most vulnerable customer groups within the community such as those subjected to domestic and family violence and those facing accessibility challenges.
TMR is currently working with other departments and is taking a whole-of-government approach to ensuring the Digital Licence App supports credentials from all areas of government. The department’s customers are at the forefront of designing the Digital Licence App with our vendors to ensure a product is developed that is fit for purpose, using a human-centred design approach.
CORAL is currently in the Discovery Phase (also known as the planning phase). The team is working with staff and customers to understand the pain points and opportunities in processes, policy and legislation that could be transformed to improve customer experience and make the system simpler.
The Smart Ticketing project is delivering a new, seamless and integrated ticketing experience across Queensland centres and has achieved significant advancement of project design activities during 2018–19.
The system is fully-funded by the Queensland Government with $371.1 million allocated for the design, build and implementation over four years, beginning in 2018–19.
The investment in Smart Ticketing demonstrates TMR’s commitment to ensuring Queensland’s public transport network meets the needs of customers. When fully implemented, it is anticipated that up to 70 per cent of Queensland public transport customers will use the new payment features when choosing how to pay for their journeys across all modes of transport.
Key benefits of Smart Ticketing include:
- more ways to pay for travel including contactless debit and credit cards, smartphones and wearable devices, as well as cash and go card
- upgrades to ticketing equipment with smarter technology and improved reliability
- access to an enhanced website and app for customers to manage their account on the go
- ability to use payment options throughout South East Queensland and TMR’s 18 regional urban public transport networks
- introduction of real-time information to regional centres enabling customers to track the arrival time of their service.
In 2018–19, TMR delivered the practical steps toward delivering Smart Ticketing by 2022 including:
- refining more than 6000 requirements of the new system in consultation with delivery partners and TMR business units
- holding 10 workshops with accessibility, community and industry groups
- making more than 15 visits to operators as part of the Transport Operator Transition process
- detailed planning and design for trials designed to test key components of the solution.
Smart Ticketing will commence delivery in 2019–20 with a series of trials and pilots.
For more information on Smart ticketing
Payment options available to customers when Smart Ticketing is implemented.
New Smartcard licences
From 1 April 2019 TMR began rolling out new-look contactless licence cards, including a new Photo Identification Card which replaces the Proof of Age Card. Eligibility for the new Photo Identification Card was reduced from 18 years of age to 15 years of age, helping younger Queenslanders who don’t have a learner licence but still need photo identification to access community services.
The new contactless cards no longer have a visible microchip, allowing space for bigger font to assist Queensland Police officers and security staff reading the cards.
The new smart licences, including the Photo Identification Card, without the visible microchips.
Queensland learners’ experience Australian-first online PrepL program
The PrepL program launched in November 2018. It is a revolutionary online learning and assessment program giving new drivers the flexibility to complete their assessment online to obtain a learner licence.
PrepL was launched in November 2018 as an online option for new drivers to complete their assessment to obtain a learner licence.
Users have 12 months to complete the course and only need to pay one fee, which is the same cost as the previous written test. The PrepL program not only tests knowledge of road rules, but also focuses on safe driving attitudes and sharing the road with others.
By the end of June 2019, more than 25,000 Queenslanders had successfully earned their learner licence using PrepL, representing more than 50 per cent of learners choosing to use PrepL instead of a written test. Feedback has been very positive with an average user rating of 4.3 on a one to five-star rating system.
For more information on PrepL online learning and assessment
Planning for success workshops
TMR has piloted interactive workshops to provide practical advice about the role of supervising drivers and what supervisors can do to help learners to be safer and better drivers on the roads.
Over 170 people attended the 11 pilot workshops held at various locations in South East Queensland and feedback was extremely positive.
One of the biggest factors behind the workshop’s success to date is the opportunity for attendees to actively participate throughout the two-hour session. At the beginning, participants are asked what they want to get out of the workshop, so the presenters can focus on what’s really important to the participants. Conversations continue with a road rules refresher quiz, covering some of the most commonly misunderstood rules like merging, roundabouts and driving near cyclists. Participants are also encouraged to share stories about their own driving experiences.
Protect your P Plater information and resources are used to encourage parents and care givers to stay involved with their young driver, even after getting their P Plates; which is when these new drivers are six times more likely to have a serious crash.
The workshop also covers some of the common reasons for an unsuccessful practical driving test, including not using signals or performing shoulder checks, so supervisors can really hone in on these skills. Supervising drivers are introduced to the different phases of driving and how they can tailor their approach depending on the learner’s skill level as they progress. Driving examiners talk about their role and what happens during a practical driving exam (including going through the Driving Assessment Report) so supervising and learner drivers are better prepared for when the practical driving test day arrives.
Following the pilot’s success, these workshops will now be extended to other regions and delivered on an ongoing basis as part of TMR’s community engagement activities.
QGAP now managed by TMR
The Department of Justice and Attorney-General and TMR have partnered to improve customer services in 28 regional communities by expanding services offered at courthouse customer outlets.
For 21 of the communities, local police have been relieved of driver and marine licensing, freeing them by an average of 20 hours of staff time each week to focus on core policing.
Additionally, licensing services are now available for a further 17 hours per week (on average).
Licensing services transitioned to courthouses in a phased approach, between December 2016 and July 2018 at Childers, Chinchilla, Clermont, Cooktown, Cunnamulla, Gayndah, Moranbah, Mossman, Murgon, Nanango, Normanton, Oakey, Pittsworth, Sarina, Springsure, St George, Taroom, Thursday Island, Toogoolawah, Tully and Weipa.
For the remaining seven communities, services have been expanded and/or combined, and the courthouse customer outlets have been upgraded. These communities are Barcaldine, Biloela, Julia Creek, Landsborough, Mitchell, Stanthorpe and Richmond.
Customer Service Officer Adrian assisting a customer at the Toogoolawah courthouse customer outlet.
School Crossing Supervisor workshops
The School Crossing Supervisor Scheme delivers an important road safety service to young pedestrians and school communities across the state. The department’s School Crossing Supervisors receive thorough induction and training about the requirements of the role upon commencement of employment. Road Safety Officers maintain ongoing contact with Supervisors and perform regular performance assessments. However, due to the nature of the Scheme, Supervisors do not often have the opportunity to gather with colleagues from other schools, or to participate in collective, face-to-face interaction with Road Safety Unit team members.
During 2018–19, where the need was identified, and resources permitted, group workshops were delivered to School Crossing Supervisors. Workshops provide a valuable opportunity for refresher skills training, discussion of common or emerging issues and the sharing of general information. A range of topics are covered during the workshops, with emphasis placed on workplace health and safety—ensuring supervisors follow practices which protect their own safety, as well as the safety of crossing users.
School Crossing Supervisors attending one of the workshops held in Queensland