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Provide services through 13 QGOV (13 74 68)

Process overview

In general, this is how customers are guided to your services through Smart Service Queensland’s (SSQ) contact centres.

  1. Customer calls 13 QGOV (13 74 68)
  2. Customer talks to a concierge 24/7
  3. Either:
    • If service not delivered by SSQ, concierge refers to right place: "Connecting customers"
    • If service delivered by SSQ on behalf of agencies, customer service advisor resolves: "Serving customers"
  4. Customer is connected to the right answer, every time

 

Phone service options

Connecting customers

Concierges transfer calls to your business area
Who: 
Smart Service Queensland client agencies
Provider: 
Smart Service Queensland
One number for all enquiries
Expertise in service delivery
Track where your customers call
Cost: 
Fee-for-service, per-second rate

Serving customers

Customer service advisors complete transactions
Who: 
Smart Service Queensland client agencies
Provider: 
Smart Service Queensland
Expertise in service delivery
Focus on core business
Get the most out of your other service channels
Workforce planning
Dedicated client solutions consultant
Cost: 
Fee-for-service, per-second rate