Is Good Service a Cornerstone to Good Government?

King J¹*

1. Smart Service Queensland, Brisbane, Queensland, Australia

Smart Service Queensland (SSQ) is a statewide government initiative which is responsible for integrating government information and services to facilitate faster and easier customer access. SSQ is working to provide Queenslanders with government services that are consistent and integrated, and delivered anywhere, anytime. It allows the customer to access these services and information by using the telephone, Internet, or visiting a service counter – it is the customers’ choice.

SSQ has two main objectives:

1. To make Government services more accessible, efficient and convenient to the Queensland public; and
2. To reduce the cost, over time, of the delivery of services via a range of channels, through economies of scale, thus minimising the impact of increased demand for services.

The Queensland Government’s work in establishing seamless government information and services will engage Queensland communities by allowing them to ‘self-serve’ their government contacts, if and when they wish to.

Customer input was instrumental in developing the service delivery approach and annual market research and consultation ensures that implementation and planning is driven by Queenslanders, rather than by government.

Innovative technology and the volume of customer contacts through these delivery channels will enable the Queensland Government to analyse data and identify patterns in customer and community engagement, providing opportunities for the government to deliver more targeted information and strategies for Queensland communities.

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