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QGEA directions and guidance

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Customer details management policy

Policy | November 2015–current
CurrentMandated

Without requiring the capture or storage of specific data attributes, this policy sets a benchmark for agencies wishing to exchange the customer data they currently manage.

Requirements

  1. Agencies must ensure that exchange of customer details between agencies occurs in a standardised way.

Digital community engagement policy

Policy | April 2024–current
CurrentMandated

This policy reaffirms the Queensland Government's commitment to delivering digital services that meet customer needs.

Requirements

  1. Departments must inform the public about the engagement objectives and how feedback will be used.
  2. Departments must use technology to ensure community engagement is inclusive and accessible.
  3. Departments must effectively manage and acknowledge feedback received through community engagement activities.
  4. Departments must publish engagement findings.
  5. Departments must protect the integrity of the community engagement process and the privacy, confidentiality, and safety of participants.

Digital services policy

Policy | January 2022–current
CurrentMandated

The Digital services policy directs Queensland Government departments on the design, delivery, and management of public facing digital services

Requirements

  1. Digital services must meet all 13 criteria in the Queensland Government’s Digital service standard.

Principles for the official use of Click-to-Chat as a channel

Principle | June 2018–current
CurrentMandated

This principles document provides best practice guidance on what agencies who currently use Click-to-Chat should be doing when interacting with customers via this channel to ensure improved customer experience and a more consistent service experience

Channel management strategy

Strategy | March 2016–current
CurrentMandated

This channel management strategy starts to pave the way for the Queensland Government to manage channels using these trends to ensure service delivery is modern, responsive and efficient.

Digital service standard

Standard | January 2022–current
CurrentMandated

This standard provides 13 criteria that must be met when developing or significantly altering government digital information, products, and services.

Customer payments to government strategy

Strategy | April 2016–current
CurrentMandated

This document sets the strategy around customer payments to Queensland Government. It discusses the drivers, determines the gaps by exploring the future state and analysing the current state. A set of guiding principles have been stated which summarises the analysis in order to support a consistent, efficient and effective method for receiving customer payments.

Digital service standard self-assessment checklist

Template | January 2022–current
CurrentNon-mandated

This self-assessment checklist is for use by Queensland Government departments to assess their new or redeveloped digital services against the 13 criteria of the Queensland Government Digital service standard