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QSS's Self Service Centre improves again!

Published 12/09/2017

Following our launch of the new-look QSS Self Service Centre on 5 June this year, we tested the new design with customers to find what they liked and didn’t like about it. Some customers identified problems finding content and we’ve prioritised this in the continuous improvement work we’ve done since.

We’ve scheduled a release on 15 September 2017 to address some of the issues you had finding your way around the centre.

Changes to the homepage

Small changes on the homepage will deliver big benefits. You’ll see:

  • an expanded task bar—Find answers is a new fifth icon on the task bar linking to the knowledge base, allowing you to quickly reach our hub of support material
  • a more direct task bar—Ask us or report it will link to our popular enquiry form, where you can ask a question or report a problem.
  • expanded homepage functions including
    • My pinned pages will allow pinning up to 6 favourites, making it quicker and easier for you to navigate to your most frequently used forms and information
    • My submitted requests will allow you to see the status of up to 6 logged requests with 1 click from the homepage.
A sneak peek of the new Self Service Centre homepage

Other changes

New or existing MyCareer users will be able to use a new online form to ask QSS to create or update a training course in our eLearning system.

What's ahead

My requests

Future releases will include work that we’re doing right now to improve the ‘My requests’ page to make it easier for you to see and sort your open and finalised requests. We’re also working on providing links to your most-used online forms on the homepage, and improving the way we collect feedback.

QSS news is moving

We’re also changing the way we publish QSS news. Over the coming months, news will migrate from the Self Service Centre to the For government site. We’ll continue to link you to news in its new location, but we’ll use that space on the Self Service Centre homepage for more requested functionality.

Get involved

If you’re interested in why or how we’ve made these improvements, you can get involved by signing up for QSS’s CX participant pool. Once you’re a member of the pool, we’ll contact you when we’re planning a research activity like usability testing, card sorting or customer journey mapping. You can then accept or decline invitations to participate.

Contact

Phone: 
(07) 3035 4410
Email: 
gov2gov [at] dsiti.qld.gov.au