Phone Publicise operating Empower staff with Provide customers Inform customers of days and hours of the knowledge and with a call-back expected wait times services available tools to complete option, reducing wait and virtual queue services over the times Provide alternative Be transparent with phone, e.g. channel solutions, if Enable online customers regarding knowledge operating hours are payments, e.g. IVR service processes, not suitable management tools e.g. if customers are For complex Enable staff to react being transferred, enquires that are to customer’s referred and why and how will the circumstances and Government assist? requiring multiple respond to customer contacts, provide Ensure service request, with the direct contact details contacts are current required urgency so customer is not Provide next steps concierged at next that are clear and call intuitive Mail and email Provide clear context Articulate the Provide customers Validate the (and SMS) and clarification on purpose of with the choice to reliability of next steps Government contact receive information to communications in prevent fraud and Link customers to Be proactive about their preferred deceit other channels, as informing customers medium, e.g. appropriate of process and Deliver response electronic or paper Use plain English progress within service delivery standards Provide next steps that are clear and intuitive Mobile apps Make the purpose Allow customers to Make Provide push and devices and function of the save and have a web-based notifications as the mobile app clear point of reference applications status of an Provide extra for all services within available application changes their mobile app information based Allow customers to Provide renewal on the customer’s Provide mobile apps use their mobile to notifications location through the which help enhance the in store Provide relevant use of beacon customers complete experience (i.e. updates e.g. technology transactions or find beacon technology) legislation changes, information quickly Allow customers to changes in Reassure customers use their mobile requirements of security level of device to take the interaction pictures and upload required documents Provide next steps in a secure way that are clear and intuitive
Phone Publicise operating days and hours of services available Provide alternative channel solutions, if operating hours are not suitable Empower staff with the knowledge and tools to complete services over the phone, e.g. knowledge management tools Enable staff to react to customer’s circumstances and respond to customer request, with the required urgency Provide next steps that are clear and intuitive Provide customers with a call-back option, reducing wait times Enable online payments, e.g. IVR For complex enquires that are referred and requiring multiple contacts, provide direct contact details so customer is not concierged at next call Inform customers of expected wait times and virtual queue Be transparent with customers regarding service processes, e.g. if customers are being transferred, why and how will the Government assist? Ensure service contacts are current Mail and email (and SMS) Provide clear context and clarification on next steps Link customers to other channels, as appropriate Use plain English Articulate the purpose of Government contact Be proactive about informing customers of process and progress Provide next steps that are clear and intuitive Provide customers with the choice to receive communications in their preferred medium, e.g. electronic or paper Validate the reliability of information to prevent fraud and deceit Deliver response within service delivery standards Mobile apps and devices Make the purpose and function of the mobile app clear Provide extra information based on the customer’s location through the use of beacon technology Allow customers to save and have a point of reference for all services within their mobile app Provide mobile apps which help customers complete transactions or find information quickly Reassure customers of security level of the interaction Provide next steps that are clear and intuitive Make web-based applications available Allow customers to use their mobile to enhance the in store experience (i.e. beacon technology) Allow customers to use their mobile device to take pictures and upload required documents in a secure way Provide push notifications as the status of an application changes Provide renewal notifications Provide relevant updates e.g. legislation changes, changes in requirements
Qld-Government-Channel-Management-Strategy-v100.docx