Channel management strategy
Service delivery in all sectors will continue to be impacted by digital technology and changing customer expectations. This channel management strategy starts to pave the way for the Queensland Government to manage channels using these trends to ensure service delivery is modern, responsive and efficient. The first step for Queensland Government departments is to deliver simple services on mobile and digital channels, and to simplify complex services by using multiple channels effectively.A multichannel approach is still currently needed to effectively support all customers, resolve complex enquiries and to help transition customers to digital channels. Digital integration across channels will be key to facilitating this transition.