The Queensland Shared Services (QSS) will soon be easier to work with online with a new way for working to be introduced.
According to QSS, it is to replace the Ask a question or Report a problem form with a simpler and easier-to-use Contact us form.
“You can find this new form on the QSS Self Service Centre home page by clicking the Contact tile,” QSS said.
It said the change was set up to begin next week on Friday 28 July.
“Why are we doing this?” it asked.
It said it recently completed a research piece asking its customers why they preferred emailing it.
“One of the key problems identified was: ‘It’s confusing to contact QSS via the QSS Self Service Centre’.
Another was: ‘The Ask a question or Report a problem form asks too many questions and does not instill confidence in the person submitting the form that it’s going to the team best positioned to help. The options available don’t often match the enquiries customers have.’
It said the new Contact us form would ask fewer questions and had clearer selections, making it quicker to submit and provide greater certainty for the submitter.
It said contacting it online through the Self Service Centre would make an enquiry more secure, better tracked and easier to action.
It’s next move is to continue to work to make it easier to contact them online and reduce the need for users to email them wherever possible
“We’ll next focus on updating the Submit a HR and Submit a Finance forms,” it said.
“We’re going to combine these forms into one, simpler, easier to use Submit a request form. You’ll be able to use this form whenever a service-specific form does not exist.”
