Skip to content

Visit the COVID-19 health page or call 13 HEALTH (13 43 25 84) if you're feeling unwell.

Customer and digital services

Objective

To put citizens and businesses of Queensland at the heart of Government service delivery and oversee investments to enable successful delivery of digitally enabled Government.

Tactics

  • Digitally integrated services – developing and delivering customer focused, innovative digitally enabled and integrated government services that are simpler and faster for citizens and businesses to access.
  • Technology and digital assurance – guiding government investments decisions, developing and implementing strategies and policies, addressing cyber security and driving digital capability programs.
  • Shared services – providing modern and trusted corporate services and advice to other government departments and statutory bodies to enable them to meet government policies and objectives.
  • Accessible information – leading Queensland public authorities in managing and preserving Queensland public records in a useable form and making government data open for anyone to access, use and share.

Performance indicators and measures

Services are responsive and accessible

  • Percentage of data sets available on qld.gov.au with an Open Data Certificate.
  • Percentage increase in number of Queensland State Archives records accessed.
  • CITEC ICT service availability.

Customers and stakeholders are satisfied with services

  • Overall satisfaction with Responsive Government partnerships, advice and support (internal to government).
  • Percentage of customers satisfied with the services provided by Smart Service Queensland on behalf of government agencies.
  • Customer satisfaction with HR Services (QSS).
  • Customer satisfaction with Finance Services (QSS).
  • CITEC ICT customer satisfaction.

Resources are used efficiently

  • Number of pays processed per full-time equivalent (FTE) per fortnight.
  • Number of accounts payable transactions processed per FTE per annum.
  • Cost per customer service interaction (phone, counter, online) provided by Smart Service Queensland ($).
  • Average cost to Queensland State Archives per record accessed ($).
Last updated: 
29 May 2020