Priority area 1: Culturally responsive government

Deliver agency implementation plans to improve the collection, use and availability of information on customers from culturally diverse backgrounds.

Multiple agencies, including Department of Transport and Main Roads

2019–22

Completed

Completed

Completed

TransLink achieved WCAG 2.1 accessibility audit certification in digital communication in print, social media and internal/external websites in February 2022.

The TransLink Customer Experience Survey was redesigned in 2019, to make the survey more accessible to customers from linguistically diverse backgrounds. Since launching in 2019, more than 20,000 new customers have completed the new survey.

The annual Accessibility and Inclusion Survey asks employees, customers, and partners to rate their experience of accessibility and inclusion across a range of products and services.

Increase cultural understanding and capability of staff by providing access to events, training and development opportunities.

All agencies

2019–22

Create opportunity for cultural capability development for customer facing staff in the agency.

Department of Transport and Main Roads

2019–22

Completed

Completed

Completed 

Customer facing employees in Customer Service Branch are undertaking refresher programs on the National Relay service and translating and interpreting services.

The customer first program the way we work is undergoing a review to ensure there is a stronger focus on customer care and culturally sensitivity training for accessibility to products and services.

Customer service charter is currently under review to ensure our customer service standards are best practice to meet the needs of all customers.

Review and update the online staff cultural capability training to ensure currency and relevance.

Department of Transport and Main Roads

2019–22

Completed

 Completed

Since launching the new inclusion and diversity Learning and Development Pillar in January 2022 approximately 6% of employees have completed online cultural competency and sensitivity training modules.

An accessibility audit was undertaken in February 2022 in these training modules - Ethical Decision Making and Inclusion and Diversity in the Workplace. The findings in the accessibility report will be progressively implemented.

Commit to increasing all forms of diversity on Queensland Government boards.

All agencies

2019–22

Ongoing action

Completed

Ongoing - TMR will continue to ensure future processes for Board appointments will align with the Queensland Treasury appointment process including supporting the implementation of new targets.

The appointment processes for all government owned corporations and statutory authorities including the port GOCs and Queensland Rail is led by Queensland Treasury.