New Chief Customer and Digital Officer to improve services for Queenslanders

By Shannon Jenkins

September 9, 2019

Source: unsplash

The Queensland government has created a new role to look after local businesses and keep the state up to date with changing global technology.

The Chief Customer and Digital Officer will help make government services easy to access and use by implementing customer-centric digital transformation, according to Minister for Digital Technology Mick de Brenni.

“Our customers need to have confidence and trust that we are listening to their needs,” de Brenni said.

“This new role of Chief Customer and Digital Officer will ensure we will provide assurance at every level of the government’s digital systems, reduce duplication and that we invest in digital projects that meet the needs of Queenslanders.

“Whether it’s accessing concessions or rebates, renewing a driver licence or starting a business, Queenslanders expect it to be easy to do business with their government.”

The officer will also make sure the government invests in “the right things, at the right time and for the right outcome”.

The role was announced at the first meeting of the Australian Data and Digital Council, where federal, state and territory ministers discussed ways to collaboratively improve services with data.

Ministers looked at focusing on services related to “key” life events, such as having a baby, by sharing resources to save time and effort for service-users.

One initiative they agreed to work on was the development of a National Disability Data Asset, which would use datasets from multiple levels of government to gain understanding about how people with disability get support through services, payments and programs across systems.

The project to combine data related to the lives of people with disabilities is being piloted first by five governments: the Commonwealth, New South Wales, Victoria, Queensland and South Australia. The project also involves another arm of the Council of Australian Governments, the Disability Reform Council, which like the Data and Digital Council is chaired by federal Government Services Minister Stuart Robert.

The Commonwealth is chipping in $15m for the pilot and consultations with people with disability on how the combined data asset will be used.

“The National Disability Data Asset will give government the insights it needs to better understand and address the challenges facing Australians with disability irrespective of their location,” said Robert.

“I am proud to lead the national effort to deliver better outcomes for all Australians with disability and today’s partnership is a key part of that endeavour. It is a clear example of the benefits of using data to provide better outcomes for those Australians that need it most.”

The sharing of digital drivers licences between governments was another area the council agreed to collaborate on. Ministers also agreed to develop a plan for widespread adoption of e-invoicing — an efficient digital solution for processing invoices — across all government agencies.

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