Department of Transport and Main Roads
Department of Transport and Main Roads has been recognised as an ABA100® Winner for CX Management in The Australian Business Awards 2024. The Australian Business Award for CX Management [CXM] recognises organisations that have successfully implemented initiatives that demonstrate excellence in customer experience management.
“It is an honour to receive the 2024 ABA100 Award for Customer Experience Management. The Customer Charter Refresh Project that resulted in TMR’s new Our Customer Commitments, showcases TMR’s best-practice approach to co-design and using customer insights to influence decision making. The project demonstrates how we are meeting the contemporary needs of our customers and supporting our people to put customers first. I am extremely proud of our team, and the award is great recognition of TMR’s continued commitment to customer experience excellence.”
Over 80% of all customer interactions with the Queensland Government are delivered by the Department of Transport and Main Roads (TMR), with more than 20.5 million customer interactions in 2022-23. TMR moves and connects people, places, goods and services safely, efficiently and effectively across Queensland. The department is responsible for planning, managing and delivering a single integrated network across road, rail, air and sea for all Queenslanders (5.38 million people) and visitors to the state, covering an area of 1.8 million square kilometres. TMR is also committed to improving the lives of Queenslanders by increasing digital inclusion and supporting a thriving digital economy through the Queensland Government Customer and Digital Group.
In 2016, TMR developed a Customer Charter (Charter) in consultation with customers, TMR staff, and industry. The original Charter demonstrates TMR’s commitment to providing customer service excellence for Queenslanders and visitors to the state and communicates TMR’s service delivery aspirations for customers and what they can expect from the department.
To support TMR’s commitment to achieving best-practice customer experience and continuous improvement, the department has undertaken annual accreditation (since 2017) against the International Customer Service Standard (ICSS). The ICSS, administered through the Customer Service Institute of Australia (CSIA), provides a recognisable benchmark and how-to approach to the implementation of best practice customer service and experience management. In 2021, as part of TMR’s ICSS assessment by the CSIA, TMR’s original Charter was identified as an area for improvement. Recommendations included a refresher and update of the Charter to capture contemporary commitments to customers and to embed the Charter further in induction and TMR staff training.
TMR’s Customer Experience Branch (CEB) undertook a robust research project and co-design process in 2022 and 2023 to understand what is important to customers and staff and get insight into how TMR designs and delivers services. The extensive TMR Customer CharterRefresh Project utilised human-centred co-design methodology and approaches with customers, TMR subject matter experts and staff. Key deliverables for the project included alignment with key TMR strategies and developing an understanding of the changing landscape for customers and TMR staff, including inclusion, diversity and accessibility needs, as well as human rights requirements. Further, the project closely aligned with the department’s overarching strategic objectives and other customer-focused frameworks used throughout the agency, with the strategic integrity of the project validated through endorsement from TMR’s Director-General, Ms Sally Stannard. The project was also supported by a performance management framework enabling TMR to track and monitor the implementation of the new refreshed Charter called ‘Our Customer Commitments’ to measure the impacts and benefits at the customer and organisation-wide levels.
For information about Department of Transport and Main Roads, visit tmr.qld.gov.au