Customer centred approach helps seniors access services
- 29 November 2019 10:27AM
Easier access to government services is at the heart of the Seniors Concessions Online Service which demonstrates the power of customer-centred design, collaboration and innovation.
For Queenslanders over 60, applying for a range of concessions like Seniors Cards is now as simple as answering a few questions, all in the one place. This service is a great example of how the department is contributing to the Advancing Queensland Priority of Be a Responsive Government.
The project was highly collaborative, delivered by teams from the Department of Housing and Public Works and the Department of Communities, Disability Services and Seniors. The service was built on the feedback of Queenslanders, who said they had low awareness of the concessions available to them and then tested further with customers via an online pilot.
Over 7,200 Queenslanders have used the Seniors Concessions Online Service application since it went live in January 2019 and of those eligible customers, 56% applied for both a Seniors Card and concession(s), showcasing how a single application process can translate into improved outcomes.
There are plans to extend this project to help low income earners, parents, students, people with a disability, carers and others to identify and apply for relevant concessions.
The Seniors Concessions Online Service is a seamless, one-stop customer experience that will provide the model for future initiatives aimed at reducing the cost of living for Queensland households.