CONSTRUCTION to keep everything moving forward ,” McGregor says . The Commission ’ s heavy focus is already beginning to pay dividends , with customers increasingly using online methods rather than traditional , resource- and personnelheavy transaction modes , like faceto-face and phone calls . This is allowing the QBCC to engage with builders , contractors , homeowners and other users more efficiently and effectively through digital channels .
Their improvements in service delivery and efficiency aren ’ t going unnoticed , with the QBCC recognised by the Australian Service Excellence Awards ; it was named the 2015 National Winner and the 2015 Queensland Winner for achievement in service excellence , for a state or federal government agency .
This is particularly satisfying , McGregor says , as public sector agencies “ don ’ t have a great track record of agile delivery or successful service transformations ”.
From a technology transformation perspective , Ward adds that : “ In creating the three-year technology roadmap we ’ ve developed a number of metrics and benchmarks to assess and measure our progress and achievements , and we ’ re having some fantastic wins already . For example , we identified cost savings of more than $ 1 million in the first six months of rolling out our technology transformation plan , and we have a strategy to decrease spending year-on-year ,” he says .
“ We ’ ve also decreased helpdesk support queue numbers six-fold , from 300 down to 50 , as we ’ ve been able to increase service response times through improved systems and processes in our back end . The whole process is still ongoing ; it ’ s a strategic initiative aimed at delivering superior customer benefits and customer service so it ’ s not a quick transformation , but it is steadily becoming a successful one .” www . qbcc . qld . gov . au 155