The government wants to make sure that Queenslanders feel like it is easy to do business with their government, and to ensure it does not become a frustration in their lives.
While advancing technology and digitisation of services is making it faster and more efficient to access information and services for some, it is also important to remember that not everybody has the same access to technology and some are not able or confident in using it.
People from all walks of life, with varying digital literacy, should be able to easily access information and Queensland Government services whether it’s online, over the phone, or in person.
What do we want to achieve? By 2020, 70% of Queenslanders reporting satisfaction with the ease of accessing government services.
The proportion of customers who said it was easy to transact with the Queensland Government has increased from 2013 to 2017, with a peak in 2016 of 60%. As at July 2017, more than half (57%) the customers surveyed said it was easy to transact with the Queensland Government.
round(probabilities(question2 = Survey$`Age Group`,question1 = Survey$`And how easy would you say it is to carry out transactions with the Queensland Government (e.g. register a vehicle,
obtain a licence or permit, or pay a fine)?`)*100,1)%>% as.data.frame.matrixround(probabilities(question2 = Survey$`Age Group`,question1 = Survey$`And how easy would you say it is to carry out transactions with the Queensland Government (e.g. register a vehicle,
obtain a licence or permit, or pay a fine)?`)*100,1)%>% as.data.frame.matrix%>%t%>%subset(select=c(4,5))%>%rowSums() 18 – 24 years 25 – 34 years 35 – 44 years 45 – 54 years 55 – 64 years 65 years or more
50.6 59.8 56.1 50.6 57.8 58.3 From this we can see that the age group with the lowest proportions of people finding interactions with the QLD Government easy are the 18-24 years and the 45-54 years age group. It is believed that this is due to people in this age group generally being unaware of the services that are offered and how they can access these services. It is also likely that this age group lacks knowledge of the requirements to access different services.
Currently both the 18-24 years and the 45-54 years age groups are approximately 6.5 ppts below the state average in this category.
round(100*probabilities(question2 = Survey$`Age Group`,question1 = Survey$`How satisfied are you that it is easy to access all of the Queensland Government services in your community?`),1)%>% as.data.frame.matrixround(100*probabilities(question2 = Survey$`Age Group`,question1 = Survey$`Now thinking about when you <INSERT CODE FROM E2> by what method did you do this?
`),1)%>% as.data.frame.matrixYounger people in the 18-24 year old age group are the group that is second least likely to access services online. This is suprising as when compared to the knowledge of the www.qld.gov.au site this age group is the most likely to know of this site. This raises the potential for improvements to this site being able to positively influence the age groups ease of accessing services to a much higher degree than any other age group.
round(100*probabilities(question2 = Survey$`Age Group`,question1 = Survey$`Have you heard of the Queensland Government central website www.qld.gov.au?`),1)%>% as.data.frame.matrixround(100*probabilities(question2 = Survey$`Age Group`,question1 = Survey$`And overall, how much effort was required from you to complete your transactions with the Queensland Government
over the last 12 months?`),1)%>% as.data.frame.matrixround(100*probabilities(question2 = Survey$`Age Group`,question1 = Survey$`And overall, how much effort was required from you to complete your transactions with the Queensland Government
over the last 12 months?`),1)%>% as.data.frame.matrix%>%t%>%subset(select=c(1,4))%>%rowSums() 18 – 24 years 25 – 34 years 35 – 44 years 45 – 54 years 55 – 64 years 65 years or more
16.0 16.8 18.9 17.2 14.1 11.8 The 18-24 year old age group is in the middle as to the proportion that find accessing services requires a large amount of effort. The 65 and over age group had the lowest proportion reporting a high amount of effort was required to access Government services. #Location analysis
round(100*probabilities(question1 = Survey$`And how easy would you say it is to carry out transactions with the Queensland Government (e.g. register a vehicle,
obtain a licence or permit, or pay a fine)?`,question2 = Survey$SA4_NAME_2011),1)%>% as.data.frame.matrix %>%t %>%subset(select=c(4,5))%>%rowSums() Brisbane - East Brisbane - North Brisbane - South Brisbane - West
56.0 62.6 57.6 59.4
Brisbane Inner City Cairns Darling Downs - Maranoa Fitzroy
59.1 62.1 57.4 53.9
Gold Coast Ipswich Logan - Beaudesert Mackay
60.8 52.6 45.8 53.5
Moreton Bay - North Moreton Bay - South Northern Territory - Outback Queensland - Outback
56.4 59.1 33.3 33.3
Sunshine Coast Toowoomba Townsville Wide Bay
47.7 59.4 57.1 55.2 round(100*probabilities(question1 = Survey$`How satisfied are you that it is easy to access all of the Queensland Government services in your community?`,question2 = Survey$SA4_NAME_2011),1)%>% as.data.frame.matrix %>%t%>%subset(select=c(1,5))%>%rowSums() Brisbane - East Brisbane - North Brisbane - South Brisbane - West
9.0 5.7 6.7 8.3
Brisbane Inner City Cairns Darling Downs - Maranoa Fitzroy
6.5 6.9 14.9 17.4
Gold Coast Ipswich Logan - Beaudesert Mackay
8.4 9.3 8.4 13.9
Moreton Bay - North Moreton Bay - South Northern Territory - Outback Queensland - Outback
9.5 6.3 33.3 11.1
Sunshine Coast Toowoomba Townsville Wide Bay
9.3 13.6 10.3 11.5