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Skip Navigation LinksDepartment of Housing and Public Works > About us > Reports and publications > Plans, reports and data > Strategic Plan 2019–23 > Services for government

Services for government

Objective

Services for government that are responsive and make it easier to do business with the Queensland Government and that support government agencies to effectively and efficiently deliver their services to Queensland.

Tactics

  • Strategic asset management – delivering safe, efficient, and environmentally sustainable whole of life cycle asset management of government property and vehicles
  • Building operations – partnering with and supporting Queensland Government agencies to strategically manage and deliver their building, construction and maintenance activities and programs
  • Shared services – optimising modern and trusted corporate services and advice to other government departments and statutory bodies to enable them to meet government policies and objectives
  • Technology – providing government and the ICT Industry with ICT infrastructure and information brokerage services that support the delivery of frontline services
  • Digital – developing and implementing digital strategies and policies to guide government investment decisions and address cyber security and driving digital capability programs
  • Procurement – providing expert advisory, enabling and support services to agencies, suppliers and the community in the achievement of procurement outcomes and reduce the cost of doing business with the Queensland Government

Key challenge

Customer use of our services and products – by better understanding our customers, improving our engagement and building staff capability we will aim to ensure our customers are satisfied with our business delivery

Performance indicators and measures

These are our Service Delivery Statement (SDS) measures unless otherwise indicated.

Responsive and accessible government services

  • Percentage of government-owned employee housing with an acceptable facility condition index rating (Building Policy and Asset Management)
  • CITEC ICT service availability (Digital Technology and Services)
  • Percentage Denial of Service (DoS) attacks stopped before causing system outages (non-SDS) (Digital Technology and Services)
  • Percentage of major incidents resolved within agreed timeframe (non- SDS) (Digital Technology and Services)
  • Percentage of licences assigned to agencies are used to conduct phishing simulations and trainings (non-SDS) (QGCIO)

Partner and stakeholder satisfaction and engagement

  • BAS - Overall customer satisfaction (Building Policy and Asset Management)
  • CITEC ICT customer satisfaction (Digital Technology and Services)
  • Customer satisfaction with HR Services (QSS) (Digital Technology and Services)
  • Customer satisfaction with Finance Services (QSS) (Digital Technology and Services)
  • Overall satisfaction with advice and support provided by the Office of the Chief Advisor - Procurement (internal to government) (Portfolio Strategy)
  • Overall satisfaction with the way the Office of the Chief Advisor – Procurement engages with the Procurement Industry Advisory Group (external to government) (Portfolio Strategy)
  • QFleet - Overall customer satisfaction (Building Policy and Asset Management)
  • Overall satisfaction with Responsive Government partnerships, advice and support (internal to government) (Portfolio Strategy)

Smarter and more efficient use of resources

  • Return on investment - commercial properties included in the office portfolio (Building Policy and Asset Management)
  • Return on investment - government employee housing (Building Policy and Asset Management)
  • Operating cost per $1,000 of managed spend on ICT products and services (Digital Technology and Services)
  • CITEC ICT Earnings before interest and tax less Depreciation and Amortisation (EBITDA) ($) (Digital Technology and Services)
  • CITEC IB Earnings before interest and tax less Depreciation and Amortisation (EBITDA) ($) (Digital Technology and Services)
  • Number of pays processed per full-time equivalent (FTE) per fortnight (Digital Technology and Services)
  • Number of accounts payable transactions processed per FTE per annum (Digital Technology and Services)
  • Percentage of vehicle fleet utilisation compared to agreed lease parameters (Building Policy and Asset Management)
  • Operating cost per $1,000 of managed spend on general goods and services (Portfolio Strategy)

Environmental sustainability in government asset portfolio

  • Energy performance - percentage of occupied government office accommodation achieving a rating > 5 star under the National Australian Built Environmental Rating System (Building Policy and Asset Management)


Last updated 14 May 2019    Creative Commons Attribution 4.0 International (CC BY 4.0)


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