Customer Centre walkthrough voice over script:
The new Queensland Government customer centres focus on better meeting the needs of communities, by providing an improved local experience, with greater access to a wide range of government services, from a single, convenient location.
After extensive community engagement and feedback, the Beaudesert customer centre, along with five other service pilots in the region, were designed and developed, and are now operating.
Staff are from a range of agencies, are cross trained in multiple services and are equipped to deliver a great experience.
They can often provide first-contact resolution, assisting customers with a growing array of complex enquiries while always adding value and helping reduce the service time.
The community told us they were keen to do more online but sometimes needed help. The new self-service zones provide phone and internet access to services, with the benefit of staff on hand to help should they need assistance.
The centres work across all agencies and jurisdictions to help join-up services for customers.
If a service can’t be completed within the customer centre, staff will provide the necessary information, referral points and options for the next steps.
The new meeting room zones ensure customers can receive confidential, complex, appointment and specialist services.
To date over 4000 customers have provided feedback, with 93% telling us that they are very satisfied with their experience, the service, and the new centres.
They are telling us that everything they need is now in one place; that they’re being served more quickly; by helpful staff. We are also hearing how much they appreciate the welcoming atmosphere of the new centres; that services really are being made simpler.
We recognise that everything begins and ends with our customers, so this new customer centre model offers flexibility to localise and tailor service delivery to customer needs and service requirements, now and into the future.