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The Customer Experience Transformation Program

TMR has firmly established the Customer Experience Transformation Program that at its core is about putting the customer at the centre of everything we do. The program supports the department to understand our customers’ needs and expectations. 

Our Customer First focus is driven by the Customer First Queensland Public Service Value. We are a large and diverse organisation that interacts with the majority of Queenslanders. Whether Queenslanders are renewing their licence or registration, walking, driving or catching a bus or CityCat, boating, travelling by plane or cycling on a cycle path, they are interacting with us through multiple touchpoints. 

TMR is building a customer-centric culture focused on meeting our customer’s needs first time, every time. We ensure we integrate the voice of the customer, voice of the business and voice of our people into everything we do as an organisation.

TMR's Customer Value Proposition

Our customer value proposition was developed through customer research. It summarises the things that customers told us are important in their dealings with TMR and the transport network. Customers have told us they want customer care that is respectful and responsive, a user experience that is efficient and affordable and information that is timely and accurate.Decorative image customer experience circles

The Customer Value Proposition is a triple bottom line for making sure that we work together to provide our customers with a seamless experience, regardless of which part of the department you are dealing with and regardless of transport mode.

The TMR Customer Experience Team continues to work across the department, assisting with customer research, gathering customer data, analysing that data and embedding customer led cultural transformation programs. The team ensures co-design design practices that drive positive outcomes for our customers and the organisation are at the heart of everything we do.

Last updated
18 December 2017