- Use language and - Guide customers across - Build channels to reduce - Provide customers with navigation that is customer channels using responsive customer effort noticeable improvements to focused and easily technology services, based on their understood - Share customer information feedback - Consider and appreciate across channels to minimise - Guide customers to the customers context and repetition and duplication of - Be transparent in channel best channels for their needs background situations effort performance - Manage customers’ - Provide clear channel - Provide proactive support, expectations of service pathways with options and encouraging channel changes across the channels decisions on which channels if appropriate are most appropriate High level channel choice guidelines are shown at Attachment 1. Principles on improvements per channel are shown at Attachment 2, and guidelines to improve the current customer channel experience are shown at Attachment 3. Through the implementation of the One-Stop Shop Plan 2013-18 it is expected that all services will use approaches to enable joined up access, or touchpoints, for customers. Within the One-Stop Shop Framework: partners may deliver services to meet efficiency objectives services are easily and consistently accessible through whole-of-government channels, and also partner channels duplicated expenditure, solutions and processes are avoided as departments pilot or establish new delivery options for their services. The channel management strategy focuses on moving towards a digital first approach for all services. This does not mean online only. The One-Stop Shop Plan target state for each of the channel types is set out below. Criteria Online Remote Assisted In person Migration Increase online Shift simple calls to Shift simple Targets availability of services – online enquiries to online 100% Tier 1 (general and/or phone Reduce contact information) and 60% volumes through Reduce visits Tier 2 (simple improved first contact through improved transactions) resolution and online options and Establish online as reduced repeat calls reduced need for channel of choice by repeat visits Support increased improved content, ease migration to online. of use and increased take-up Distribution integrated online Integrated contact Integrated hub and Points presence for all services centre network spoke regional – accessible on mobile network retaining One advertised devices distribution points telephone number in all communities (except 10 agreed Same service API’s easily accessible to national numbers) To be informed and delivery partners articulated by 2015 Service Outlet pilot evaluation
- Use language and navigation that is customer focused and easily understood - Guide customers to the best channels for their needs - Manage customers’ expectations of service across the channels - Guide customers across channels using responsive technology - Consider and appreciate customers context and background situations - Provide clear channel pathways with options and decisions on which channels are most appropriate - Build channels to reduce customer effort - Share customer information across channels to minimise repetition and duplication of effort - Provide customers with noticeable improvements to services, based on their feedback - Be transparent in channel performance - Provide proactive support, encouraging channel changes if appropriate High level channel choice guidelines are shown at Attachment 1. Principles on improvements per channel are shown at Attachment 2, and guidelines to improve the current customer channel experience are shown at Attachment 3. Through the implementation of the One-Stop Shop Plan 2013-18 it is expected that all services will use approaches to enable joined up access, or touchpoints, for customers. Within the One-Stop Shop Framework: partners may deliver services to meet efficiency objectives services are easily and consistently accessible through whole-of-government channels, and also partner channels duplicated expenditure, solutions and processes are avoided as departments pilot or establish new delivery options for their services. The channel management strategy focuses on moving towards a digital first approach for all services. This does not mean online only. The One-Stop Shop Plan target state for each of the channel types is set out below. Criteria Online Remote Assisted In person Migration Targets Increase online availability of services – 100% Tier 1 (general information) and 60% Tier 2 (simple transactions) Establish online as channel of choice by improved content, ease of use and increased take-up Shift simple calls to online Reduce contact volumes through improved first contact resolution and reduced repeat calls Support increased migration to online. Shift simple enquiries to online and/or phone Reduce visits through improved online options and reduced need for repeat visits Distribution Points integrated online presence for all services – accessible on mobile devices Same service API’s easily accessible to delivery partners Integrated contact centre network One advertised telephone number (except 10 agreed national numbers) Integrated hub and spoke regional network retaining distribution points in all communities To be informed and articulated by 2015 Service Outlet pilot evaluation
Qld-Government-Channel-Management-Strategy-v100.docx