Queensland Government Customer and Digital Group
The Queensland Government Customer and Digital Group leads and drives a more digitally enabled and responsive government, whilst facilitating simple and effective access to services for all Queenslanders. We provide digital, strategic and service delivery leadership and capability to enable more responsive services across the Queensland Government.
With a service delivery focus our vision is to:
- put customers at the heart of government services, and ensure government meets Queenslanders' expectations for quality service delivery – digital, over the phone and in person
- make service delivery easier, intuitive, and personalised, while protecting personal and business information and ensuring no-one is left behind
- get the greatest value from digital and ICT expenditure across Queensland through alignment to state outcomes and government policy and to transparently report performance to the public to raise awareness and trust.
Our business areas are:
- Office of the Chief Customer and Digital Officer
- Customer and Digital Strategy
- Transformation and Enabling Technologies
- Service Delivery and Operations.
We are responsible for:
- developing evidence-based customer and digital strategies, policies and roadmaps along with supporting tools, standards and guides to implement them
- providing independent assurance for government project delivery
- helping government get clear advice on significant digital and ICT enabled project investment
- providing the primary point of contact for customers to access government services through multiple delivery channels
- delivering corporate transactional and advisory services to more than 70,000 public servants across 25 Queensland Government agencies
- managing the ICT procurement category, including strategic arrangements and major ICT contracts, industry engagement
- promoting increased spend with small to medium enterprises.
Customer and Digital Strategy
The Customer and Digital Strategy (CDS) stream develops, facilitates and coordinates the Queensland Government's customer and digital strategies, policies, roadmaps and standards including the Queensland Government Enterprise Architecture (QGEA).
We also lead or support other agencies to design and develop digital services and products to improve the customer experience. Recent examples include the Check In Qld app and the Concessions finder. For those services where it makes sense to deliver a nationally consistent solution, we work with all states and territories and the Commonwealth to achieve better customer outcomes.
We work across government to help departments design services that are:
- easy to use
- accessible online, over the phone and in person.
Our work is about:
- developing evidence-based customer, digital, ICT and data policy and strategies for the Queensland government, and to support a thriving Queensland digital economy
- leading strategic engagement and relationship management activities with government, industry and other jurisdictions
- developing whole-of-government architecture and roadmaps, including through the QGEA
- developing strategies to improve digital infrastructure investments to help Queenslanders and their businesses stay connected and get better access to government services
- monitoring new technologies to understand their effect on service delivery
- designing end-to-end services to improve customer experience
- building public service capabilities in human centred design, digital leadership, data and ICT.
Customer and Digital Strategy consists of three teams:
- Strategic Engagement and Governance
- Design and Capability
- Policy and Architecture.
Transformation and Enabling Technologies
The Transformation and Enabling Technologies stream delivers the services, solutions and technologies that empower Queensland Government agencies to provide high-quality services to Queenslanders.
We enable innovative, responsive and integrated frontline services for Queenslanders through our dedicated centres of excellence:
Enabling Services leads the architectural design, product and service management, stakeholder engagement, project management, risk management, vendor management and ITSM practice primarily to enable the delivery of CITEC services.
Integration and Enabling Technology leads the design, procurement and management of key ICT assets and services including data centres, networks, computer and storage infrastructure and essential ancillary services for the Queensland Government including whole-of-government cyber security, cloud connectivity and internet access and peering.
We are responsible for the coordination and management of whole-of-government cyber security.
We help government agencies understand and make better use of their data assets. We implement the Government’s commitment to making government data open for anyone to access, use and share. Find out more about Open Data.
We work with agencies and the ICT industry to facilitate government ICT procurement, including:
- responsibility for whole-of-government ICT panel arrangements
- managing the network of Departmental Vendor Managers (PDF, 170.62 KB). This network can guide you on what opportunities are emerging in each agency and connect you with relevant stakeholders.
- providing advice for Queensland Government about buying ICT products and services
- advice for suppliers to government.
Service Delivery and Operations
The Services Delivery and Operations division provides:
- digitally-enabled whole-of-government services to the Queensland public and
- corporate services and advice to Queensland Government departments and statutory authorities.
Smart Service Queensland
We provide the primary point of contact for customers to access government services through multiple delivery channels. Customers can access government information and services 24 hours a day, 7 days a week through:
- calling 13 QGOV (13 74 68)
- online at www.qld.gov.au
- Queensland Government Agent Program, located in regional, rural and remote communities across the state, provides face-to-face contact points for customers in areas where access to community services is limited.
- Queensland Government Service Centres in Brisbane, Maroochydore and Cairns.
Queensland Shared Services
Queensland Shared Services (QSS) provides finance, procurement, human resource management, telecommunications and mail support services to more than 70,000 public servants across multiple Queensland Government agencies and statutory authorities.
We are also responsible for the management and support of the majority of Queensland Government’s finance and human resource systems and processes.
- Last updated:
- 29 June 2022