What is this?
- Have your customers access your services through a single phone number for the Queensland government
- Queensland government agencies
Concierge greeting 24/7
Callers are greeted by our contact centre concierge service 24 hours a day, 7 days a week.
Right place, first time
Our concierge team will assess and locate the service the customer needs. If the call is for a topic not delivered by Smart Service Queensland, or is for an individual, the concierge will use GovNet’s Queensland Government directory and transfer the caller as part of the Government Information Referral Service (GIRS).
One number for all enquiries
One phone number 13 QGOV (13 74 68) opens the front door to the Queensland Government. Callers access your information without needing to know which agency looks after their enquiry.
Expertise in service delivery
We answer quickly—our target is that less than 4% of calls hang up before connection and 80% of calls are answered in 20 seconds. Your customers are greeted by a person (rather than an automated voice responsive) 24 hours a day, 365 days a year.
Track where your customers call
Smart Service Queensland provides a monthly report of call volumes, average call length, and a breakdown of where calls are transferred.