Queensland creates first government chief customer officer

In a first for Australia, Queensland will be appointing a public chief customer and digital officer to support Queenslanders, the state’s customers, in all its digital efforts.

Queensland is soon set to have a public chief customer and digital officer, the first of its kind in Australia, the state’s government has announced.

The role will have responsibility for advancing global technology and supporting the needs of Queenslanders, as the government's customers, and Queensland businesses in the digital arena.

Minister for digital technology, Mick de Brenni, confirmed the new role at the first meeting of the Australian Data and Digital Council, and said it will help position Queensland as a frontrunner in the provision of customer-focussed government services.

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

“This new role 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.”

A key responsibility of the role will be to lead implementation of customer focused digital transformation to make government services easy to find, access and use, although the government stressed that traditional face-to-face and telephone assistance will continue to be available.

“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.

An additional key responsibility for the chief customer and digital officer will be to ensure the government is getting the best possible value from its tech investments.

“The chief customer and digital officer will make sure we are investing in the right things, at the right time and for the right outcome,” he said.

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