General 24x7 access 24x7 access 24x7 access High touch Two-way Record keeping attributes Convenience Convenience Convenience Sight original communication Convenience identification Speed Reach Reach Reach Assurance of Reliable Speed Speed Speed outcome Seamlessly connect to the appropriate person Inhibitors High set up High set-up cost Requires ongoing High ongoing High ongoing Slow costs Costly if low monitoring costs costs Low engagement Perceived demand Constantly Location Long wait times security risks evolving Low usage if not Time constraint IVR backlash environment Reviewing customer centric High ongoing legacy design Low value if not costs processes engagement/ services focused Best fit Service Notifications Communicate Service Service Directory Correspondence services* Directory information/ Directory Promotions Payments Notifications events Media Media releases Authentication Feedback Feedback releases Customer Special needs Information Complex services Information service/answer Referrals Authentication Referrals simple enquiries Authentication Payments Complex Concierge service Payments services Publications for simple Publications Inspection of Bookings transactions and physical Bookings Services using complex service property photo and enquiries location Increase capabilities awareness of online services * While this indicates ‘best fit’ for these types of services, customer preference must also be considered.
General attributes 24x7 access Convenience Reach Speed 24x7 access Convenience Reach Speed 24x7 access Convenience Reach Speed High touch Sight original identification Assurance of outcome Two-way communication Speed Reliable Seamlessly connect to the appropriate person Record keeping Convenience Inhibitors High set up costs Perceived security risks Reviewing legacy processes High set-up cost Costly if low demand Low usage if not customer centric design Requires ongoing monitoring Constantly evolving environment Low value if not engagement/ services focused High ongoing costs Location Time constraint High ongoing costs Long wait times IVR backlash High ongoing costs Slow Low engagement Best fit services* Service Directory Media releases Information Authentication Payments Publications Bookings Notifications Promotions Media releases Information Authentication Payments Publications Bookings Services using photo and capabilities Communicate information/ events Customer service/answer simple enquiries Concierge service for simple transactions and complex service enquiries Increase awareness of online services Service Directory Authentication Special needs Referrals Complex services Inspection of physical property Service Directory Payments Feedback Complex services Referrals Correspondence Notifications Feedback * While this indicates ‘best fit’ for these types of services, customer preference must also be considered. location
Qld-Government-Channel-Management-Strategy-v100.docx