Department of Transport and Main Roads

Department of Transport and Main Roads – TMR Customer Experience Transformation Program has been recognised as an ABA100® Winner for CX Innovation in The Australian Business Awards 2020. The Australian Business Award for CX Innovation [CXI] recognises products and services that provide innovative solutions for new and existing market needs in the field of customer experience management.

The Department of Transport and Main Roads (TMR) moves and connects people, places, goods and services safely, efficiently and effectively across Queensland. TMR plans, manages and delivers Queensland’s integrated transport environment to achieve sustainable transport solutions for road, rail, air and sea. The department’s vision is to create a single integrated transport network accessible to everyone and is committed to ensuring Queensland’s transport system contributes to Queenslander’s quality of life, a vibrant economy and a sustainable environment.

In 2018–19, the department administered an operating budget of $5.886 billion, capital budget of $3.186 billion and managed assets worth $71.296 billion. This funding enables TMR to deliver public transport and transport infrastructure to connect Queensland and to help ensure the infrastructure the department builds and maintains is efficient, reliable and safe.

In 2015, TMR’s Director-General outlined his vision to transform TMR’s culture so that the customer is at the centre of everything TMR does. TMR’s Customer Experience Transformation Program (CETP) was subsequently established with the clear objective of working with the department, TMR staff and TMR customers. The whole-of-department program supported and enabled TMR’s capacity to listen to and hear, the voice of its customers.

TMR’s CETP shifted TMR to a sustainable, customer centric organisation and culture, empowering staff to strive to get it right for the customer first time, every time. The CETP was designed to provide time and cost savings by improving the efficiency and effectiveness of TMR’s service. The CETP implemented a range of initiatives and resources throughout the lifetime of program that significantly enhanced TMR’s ability to understand and deliver consistently on customer expectations now and into the future. As customer expectations evolve and change more rapidly than ever before, the CETP delivered technology-enabled customer centric assets that enable TMR to set the pace, developing solutions that keep the customer at the centre of everything the department does.

The CETP received significant recognition during the program lifecycle which highlighted the effort and contribution the team made, and the overall work accomplished in the program. As a result, the CETP contributed majorly to developing an engaged, capable and motivated customer centric workforce. The products delivered by the program have and continue to provide considerable, sustainable benefits to TMR’s customers and the department.