Queensland Shared Services (QSS) has announced the development of a Customer Experience Strategy it hopes will improve efficiency of customer interactions for Public Service Departments and Agencies.
A QSS statement said the Strategy included five customer personas that address the most common needs and behaviour customers showed when they interacted with QSS.
The new personas are:
Umpire: “When I need things done for my team I go through the backdoor. I know the people to get the job done.”
Challenger: “When I’m confronted with a problem, I take a multi-prong approach. When I’ve solved it, I’ll tell the people around me.”
Innovator: “There is room to make things better for the long-term. I need people around me to think outside the square.”
Status Quo: “There’s a process that I follow. I have to do things the old-fashioned way.”
Specialist: “You might assume my job is simple but there is a lot of complexity you don’t see.”
In a statement, QSS said more than 70,000 Public Service employees used its finance, human resource management, telecommunications and mail support services performing a variety of roles either as frontline or corporate staff.
“The personas will help us cut through the differences of roles and environment and focus on your needs,” the statement said.
“We’ll be able to better adapt and respond to your needs and improve the design and delivery of services and technology solutions in a way that allows you to complete your tasks effectively and efficiently.”
As part of its Customer Experience Strategy, QSS is to send out a list of its services to a sample group of customers and ask them to choose the five most important.
“The results will reveal the top tasks that we need to focus our customer experience design resources on,” the statement said.
