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Serving customers through 13 QGOV (13 74 68)

Serving customers through 13 QGOV (13 74 68)

What is this?

Overview
Conduct your services through a single phone number for the Queensland government
Who
Queensland government agencies

Features

Short-term assistance

Have an intensive public outreach campaign approaching? Let Smart Service Queensland respond to incoming calls until you return to business-as-usual.

Tailored range of services

Take advantage of a tailored service package from Smart Service Queensland. Choose to hand over only simple transactions like paying a bill or let us deliver your more complex specialist services.

 Complexity
Tier 1Information enquiry
Tier 2Simple transactions e.g. pay, book, apply
Tier 3Complex, specialist and personal

 

Benefits

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 and services without needing to know which agency looks after their enquiry.

Expertise in service delivery

We answer quickly—our target is for less than 4% of calls hang up before connection and 80% of calls 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.

Callers are able to complete a range of transactions or be connected to other services in the same phone call.

Focus on core business

Let Smart Service Queensland handle your customer enquiries while you use your expertise for managing complex, specialised service delivery.

Workforce planning

Plan your work knowing that Smart Service Queensland will manage recruitment and training of service delivery staff and provide proactive workforce planning to respond to changes in customer demand.

Dedicated client solutions consultant

Our client solutions consultants will work closely with you to identify service delivery opportunities and resolve issues.

      

What next?

Get started

Contact and support