Over the next two years, Queensland Government agencies will improve their cultural responsiveness by undertaking an audit of critical areas of service delivery (funded or directly delivered). As per the Queensland Multicultural Policy, activities in this section should link to one or more of the following high-level outcomes:
- Improved knowledge about customers’ diversity.
- Culturally capable services and programs.
- A productive, culturally capable, and diverse workforce.
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Agency activities supporting Key action 3
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Responsible portfolio/area
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Progress status for 2022–23
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Outcomes achieved for people from culturally and linguistically diverse backgrounds
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Implement an Access and Inclusion Index assessment to measure the accessibility and inclusion of our products and services to develop a road map to improve and to enhance our service delivery.
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Transport and Main Roads
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Complete
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In 2022 TMR led the implementation (across 10 business units) of the first Australian Network on Disability (peak industry body, not-for-profit, association) Access and Inclusion Index Self-Assessment Index for a Queensland Government department of the size and complexity of Department of Transport and Main Roads.
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The access and inclusion index provides insights into areas for improvement for accessibility and inclusion. The impact of this audit provided insights into accessible communication in messaging, websites, customer service charter, customer complaint resolutions and customer service procedures and highlighted
adopting plain English and easy English to ensure people from a multicultural background were included. The project learnings can be applied to migrants and refugees as accessibility may be a barrier to using our services and products in assisting in overcoming language barriers. The project focused
on improving accessibility for our CALD customers to be able to fully engage with TMR.
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The results for a number of the business units involved focused on assessing how TMR rated in:
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maturity level in co-designing and developing plans, policies, processes, procedures and strategies
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maturity level in implementing policies, plans, processes, systems and product and service innovation
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maturity level in seeking customer feedback, using customer feedback to drive product and service improvements and ongoing development
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TMR achieved an overall rating of 63% for journey planner, digital licensing, smart ticketing products and customer service frontline support in accessibility and inclusion. This is a good score when compared to transport industry benchmarks and demonstrates TMR is strong in co-designing products
and services for CALD customers.
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TMR achieved a score of 31% in using customer feedback to drive ongoing product and service innovation for customers from a multicultural background. This is an area for improvement because the focus is about using customer feedback to drive ongoing product and service improvement.
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