CBS Service Design Review (Counters and Call Centres)
Department of Agriculture and Fisheries
Level 32, 400 George Street, Brisbane, QLD, Australia, 4000
DAF19074
Goods and Services
CBS Service Design Review (Counters and Call Centres)
The Department of Agriculture and Fisheries is seeking to engage a consultant to produce a strategy which will provide options to enhance the department’s interactions with its external customers and take advantage of digital and technology platforms aligned to the department’s digital strategy. A key focus is improving customer service and enhancing the customer experience.
Customer and Business Services (CBS) division of the department currently delivers departmental services through a call/contact centre which manages the department’s 1300/1800 numbers emails and web enquires. CBS also provides face to face customer support statewide across 36 sites. Options for new service delivery models are being sought, keeping in mind the needs of our traditional customers who have not taken up digital service delivery options and the availability of customer touch points throughout the state.
