Enhance qld.gov.au initiative
About the project
The qld.gov.au website is part of the broader suite of customer service options for Queenslanders, which also includes the myQld services app and portal, Phone, Chat, and Counter services.
In 2024, Digital Customer (Smart Service Queensland) completed a thorough review of the qld.gov.au website.
The insights gathered from this review highlighted opportunities for enhancements across key areas of the website. The areas earmarked for enhancement were categorised:
- Governance and operations.
- Content.
- Information architecture.
- Search, AI and analytics.
To address these areas, the project established specific objectives:
- Implement the Queensland Government Design System.
- Make advancements in search, AI, and analytics.
- Review and refresh the current operating model.
- Uplift quality of web content.
Dedicated teams (delivery groups) will focus on these objectives and drive the improvement process forward.
Project phase
The Enhance project will be delivered across multiple stages:
- March 2024 – December 2024: Conducted a review of the existing website conditions and prepared for the project's implementation – including delivery of a roadmap outlining key project milestones.
- January 2025 – December 2025: Execute and achieve the project's specified objectives.
- January 2026 - June 2026: Integrate the achieved deliverables into standard business operations.
Benefits
The Enhance qld.gov.au initiative aims to:
- Improve the experience for customers to find and access information and services
- Improve the experience for employees delivering, managing and supporting qld.gov.au
- Reduce repetitive expenditure and effort on qld.gov.au (i.e. process, technology & systems)
- Deliver a more responsive and agile operating model that better serves our evolving need.
Key milestones
The key milestones for the initiative in 2025 are:
- Design system applied on qld.gov.au
- Search and analytics uplift
- AI proof of concept and beta implementation
- Operating model review, re-design & implementation
- Information architecture re-design & implementation
- Content uplift (pilot, tranche 1 & tranche 2)
- Proposition statement, content strategy and content framework delivery
- CMS migration to cloud.
Contacts
Email: enhance@smartservice.qld.gov.au