Smart Service Queensland’s contact centre concierge team are trained to accurately assess the service the customer needs to be connected to. If the service is delivered by Smart Service on behalf of an agency, the call is directed to one of our customer service advisors to resolve.
If the call is for a service not delivered by Smart Service Queensland, or is for an individual, the concierge will locate referral information in GovNet’s Queensland Government directory and transfer the caller to the relevant agency (GIRS).
We will work with your agency’s subject matter experts to prepare tailored service delivery content and training materials for our customer service advisors to deliver to your customers. We will maintain regular contact with you to ensure service information is accurate and up-to-date.
When promoting the Queensland Government general contact number, the alpha number should always be accompanied by the numeric number. For example, 13[space]QGOV (13[space]74[space]68).
When referring to the hours of operation for 13 QGOV (13 74 68), this should be stated as ‘24/7’ or written in full as ‘24 hours a day, 7 days a week,’ if space allows. For example:
‘For more information call 13 QGOV (13 74 68) 24 hours a day, 7 days a week.’
Individual agency hours of operation should not be advertised with 13 QGOV (13 74 68). Smart Service Queensland has procedures in place to manage calls after hours when the service or agency staff are not available.
We encourage agencies to promote 13 QGOV (13 74 68) as the Queensland Government’s general enquiries number on all public-facing communication and marketing material. This includes:
television and newspaper advertisements
websites (including mobile optimised websites) and social media – applies to the agency website or franchise home and top level index pages, the ‘Contact us’ page and any general enquiry page. Web pages with service level content should publish specific numbers that relate directly to that page’s content.
phone directories (Smart Service manages the Sensis White Pages listing for the Queensland Government)
Smart Service Queensland
To discuss your contact centre needs, contact our Client Solutions team.