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Objective 1Customer service improvements


Toowong Customer Service Centre. Customer passing number plate to staff member

Toowong Customer Service Centre

Transition to online services

In addition to the Customer Service Centre enhancements, TMR have made improvements for our customers using self-service channels (online services, BPay, direct debit, phone).

There are now over 50 online services available. New and improved services in 2016–17 include:

Other new services launched in 2016–17 include services for motorcycle learners and trainers that allow customers to upgrade their motorcycle licence online and also check eligibility to undertake a QRide course and find an approved inspection station. Customers can now also apply for a disability parking permit online and choose their security level for access to online services.

Customer satisfaction with TMR's website remains high, achieving eight (out of ten) in the April 2017 round of customer satisfaction surveys.

In comparison to customer experience with other service providers, TMR's performance ranks among the highest at 8.2 (for all service channels), as compared to the following (out of 10); respondent's city council (8.1), insurance companies (7.9), Australia Post (7.7) and banks (7.6). The city council relates specifically to the council area the respondent lives in.

The graph below demonstrates the steady uptake of online services and supports the business need to continue to develop and improve our online services using customer insights.

Graph – Customer service transactions – assisted versus non-assisted demonstrates the steady uptake of online services and supports the business need to continue to develop and improve our online services using customer insights.
Category 2009–10 2010–11 2011–12 2012–13 2013–14 2014–15 2015–16 2016–17
Assisted 4,850,010 5,186,120 5,671,040 5,544,590 5,943,850 6,797,390 6,680,980 7,194,850
Non-assisted 13,349,400 14,372,900 15,202,100 7,549,070 7,655,400 7,578,940 8,135,140 7,721,590

Data sources: Data Analysis Reporting Centre (Research, Planning and Performance, Customer Services Branch)

Notes: From the 2012–13 Financial year onwards, the data has been refined to include transactions for which a customer interacts with Transport and Main Roads. Prior to this date, the data includes ancillary and system generated transactions which aren't a true representation of customer interactions.

Live chat service pilot

We launched a 'live chat' service pilot on the TMR and websites in December 2016. The pilot allows a customer on our website to live chat online with a customer service staff member on a select number of services and information pages offered on the websites. These services have been identified through analytics on customer behaviour where difficulty in completing online transactions is being experienced.

During the pilot, live chat was accessible on the following services offered on our website between 7am to 5pm and 6pm to 9pm on weekdays:

Pepper the robot helps out in Customer Service Centres

In an exciting step for TMR, SoftBank Robotics' humanoid robot 'Pepper' commenced working alongside our colleagues in the Elizabeth Street, Brisbane City CSC. This was the first opportunity to interact with a humanoid robot for many of our customers. This service will be introduced into the Chermside CSC in July 2017.

Pepper joined the team as part of a larger Queensland Government initiative to advance Queensland's robotics capabilities through a two-year Proof of Concept (POC) activity in partnership with ST Solutions Australia, a subsidiary of SoftBank Corp. The initiative aims to explore the potential for humanoid robotics in customer service and education, and increase research and development in this field within the state. The partnership offers Queensland an exciting and unique opportunity to position itself as a leader in innovative commercial collaborations and industry development, and create a strong business ecosystem to secure jobs of the future in this emerging field.

'Pepper' is a trademark of SoftBank Robotics. Image © SoftBank Robotics

'Pepper' is a trademark of SoftBank Robotics. Image © SoftBank Robotics

TMR has developed applications for Pepper. The first, the concierge application, helps customers prepare for their transaction. Pepper will provide advice on the correct forms, the evidence of identification requirements and other items they may need to take to a counter in order to seamlessly conduct their business with our staff. The second application, the feedback application, seeks feedback from customers about their experience in the centre to help improve future services.

TMR puts our customer first and continually look for innovative ways to enhance our customer's experience. Piloting this technology now will allow us to play a key role in shaping the direction for adoption and integration of robotic technology within our future workplaces and communities.

TMR Albert app

In February 2017, we partnered with the Commonwealth Bank of Australia to launch the TMR app for the Albert EFTPOS device. The mobile payment device provides our State Boat Harbour customers the option for convenient, cashless transactions with the same stringent security standards as card payment terminals.

Albert is able to process casual boat mooring fees, landing fees, maintenance berths and provide customers with an email receipt.

Following heavy damage sustained to a local Maritime Safety Queensland (MSQ) office during Ex-Tropical Cyclone Debbie, the Albert app was loaded with MSQ products and deployed to assist with business operations.

Our Albert app also underwent internal trials for self-service registration payments at Customer Service Centres in April 2017.

Natural Disaster Assistance Package

Following Ex-TC Debbie and associated rainfall and flooding in 2017, the department activated its Natural Disaster Assistance Package (NDAP).

The NDAP provides assistance for Queenslanders impacted by Ex-TC Debbie by waiving some fees for a number of TMR products such as driver licences and identity cards, registration, industry authority cards, disability parking permits, books of certificates of inspection and heavy vehicle work diaries.

The NDAP is available to TMR customers located within an area where the Personal Hardship Assistance Scheme has been activated for a natural disaster under the National Disaster Relief and Recovery Arrangements, or the State Disaster Recovery Arrangements.

Between 30 March and 6 June 2017, TMR provided vehicle registration concessions to 54,001 customers impacted by a natural disaster.

Modernise written road rules test

We are developing an innovative online learning and assessment program to replace the written road rules test that has been in place for decades. The new program has the potential to make Queensland roads safer by improving learning outcomes for young drivers, who are one of Queensland's most at risk road user groups.

Over the last 12 months, TMR has been collaborating with a Queensland-based e-learning development company to design the course. Ongoing feedback from users has been sought to ensure we develop a program that is robust, effective and that learners can relate to. Consideration of a pilot will occur in the second half of 2017.

Disability Parking Permits Scheme

TMR continues to administer the Disability Parking Permit Scheme in Queensland. The scheme assists people with severe mobility impairment to retain independence by making it easier to access vital services, visit friends and family, seek work or education. As at 30 June 2017, there were approximately 158,900 parking permits in use in Queensland.

Local governments and the Queensland Police Service provide a vital role in the ongoing enforcement of disability parking spaces.

In late June 2017, we also launched a new online service for disability parking permit applications to provide eligible customers or their carers with more choice and convenience when applying for, reapplying for or replacing a disability parking permit. Customers can still opt to complete an application form and lodge it by post or at one of our TMR customer service centres if preferred.

New regional services outlets

Queensland Police Service (QPS) stations throughout regional Queensland do a great job providing driver licensing services to Queenslanders. TMR is working in partnership with the Department of Justice and Attorney-General (DJAG) to relieve 21 QPS stations from delivering over 13,900 licensing transactions each year. Licensing services for these communities will now be extended and made available to customers during standard business hours.

When this was piloted in Ayr and Ingham, average wait times for licensing dropped by over 15 minutes and QPS reported massive improvements to station environments. As part of this initiative, Childers, Toogoolawah, Oakey, Moranbah, Chinchilla and Tully courthouse outlets have started delivering licensing services. Work continues on the remaining sites.

Childers and Toogoolawah were delivered in December 2016, Moranbah and Oakey in February 2017, Chinchilla in March2017 and Tully in April 2017.

Over 200 participants were involved in the five events, including:

QLDTraffic app

Changing the branding of our traffic and travel information services from 131940 to QLDTraffic was only one element of a major IT initiative, the Next Generation Travel and Traffic Information (TTI). This project enabled the replacement of the road condition website – which included a newly developed customer focussed website, supporting mobile application and sophisticated new back-end system to improve data accuracy for our state-wide traffic service

Following customer feedback, we decided to change the name from 131940 (website) to something more meaningful for our customers – QLDTraffic (website).

The Next Generation TTI project saw the introduction of the new QLDTraffic website, mobile app and new Twitter handles. The QLDTraffic app was developed in response to continuing growth in smartphone access to traffic and travel information through the QLDTraffic website and its predecessor,

Check QLDTraffic when planning your next journey

Check QLDTraffic when planning your next journey

The new QLDTraffic app and website provides our customers with journey planning services and an interactive map detailing where incidents are on Queensland roads. Customers can now plan their journey by address or landmark and select their preferred route and transport mode from multiple options, as well as view estimated arrival times.

The new sophisticated back-end system – Event Publishing System (EPS) – will provide efficiencies through new functions and a more intuitive interface for operators. For our customers, this means more accurate and timely travel and traffic information. Working with local government agencies and external stakeholders, EPS creates a more reliable single point of truth for traffic information across Queensland. With a statewide operational span, the new system even allows operators to lend a hand to other districts during critical events such as natural disasters, improving information relay to our customers.

QLDTraffic's website features include:

QLDTraffic smartphone app features:

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