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Department of Transport and Main Roads

Key action 4: Cultural diversity data

The Queensland Government will collect, analyse, and use cultural diversity data to improve service delivery and better meet customer needs. 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.

Agency activities supporting Key action 4

Responsible portfolio/area

Progress status for 2022–23

Outcomes achieved for people from culturally and linguistically diverse backgrounds

Collect, analyse and use cultural diversity data to improve service delivery in regular customer surveys, including the TMR Access and Inclusion Customer, Employee and Partner Survey.

Transport and Main Roads

On track

  • TMR conducts customer research which both considers and is designed to include culturally and linguistically diverse TMR customers to ensure representation, diversity and inclusion
  • TMR continuously explores how to attract, engage, communicate with, and retain culturally and linguistically diverse customers in TMR's Transport Talk online customer research community. 12% of Transport Talk customers speak a language other than English as their first language at home.
  • TMR regularly undertakes Customer Wave Surveys and for all three accessibility and inclusion customer survey waves undertaken (2020, 2021 and 2023), approximately 7% of respondents spoke a language other than English as their first language at home.
  • TMR has a recruitment dashboard which provides TMR's Leadership and HR network with diversity data in respect to applicant pools for TMR vacancies. This information also supports workforce planning to create a diverse workforce.
  • Customer Service Profiles are used within the Translink Program of Work 2023–2024 which is focused on using customer feedback and the results from the Access and Inclusion Audit, to improve customer experiences.
Last updated 29 September 2023