Tuesday, 13 October 2009

Improved Customer Service Centres, more online transactions, and a new dedicated YouTube site are all part of delivering better, more modern services for road users, VicRoads announced today.

VicRoads is changing the way it does business with people and released details of the improvements to customer services.

Corporate spokesperson Damian Booth said there would be fundamental changes to the way people interact with VicRoads and get access to the information and services they need.

"People will be able to see and benefit from many of these changes right away, particularly online and in the busiest customer service centres," Mr Booth said.

Key improvements to help people get what they need faster include:

• Immediate, noticeable changes to customer service centres, including new and improved signage and more staff assisting and directing people waiting in line at busy times. A new touch screen ticketing system is also currently being trialled.
• A new online presence in a dedicated VicRoads YouTube site carrying a series of videos, providing better customer information.
• A new, more user-friendly website.

Mr Booth said more online transactions and better customer service centres meant improving waiting times and greater customer satisfaction.

"Changes, including colour-coded directional signage, will be seen in ten of VicRoads’ busiest customer service centres across the state from this weekend, with a roll-out across all 38 centres state-wide over the coming months," he said.

"These changes are designed to help people get served quicker and make it easier for them to do business with VicRoads."

To signal these changes VicRoads will roll-out an updated look, including a new logo, the first logo change in over 20 years of operation.

"The logo will be integrated and rolled-out over the coming months. It reflects change and innovation and is a clear sign to people that VicRoads is committed to doing business with them differently," Mr Booth said.

In addition, VicRoads will produce a series of YouTube videos allowing people to access basic customer information more efficiently.

"Between now and the end of the year videos will be produced for the top 10 customer queries and these will be translated into the five most requested languages and posted on the VicRoads YouTube site," Mr Booth said.

Online transactions are also a major focus of the improvements and a new website will be launched early next year.

"Through the first stage of Customer Service Transformation Strategy people have been able to go online to book driving tests, pay registration, check the status of vehicles and replace registration stickers," he said.

VicRoads is looking to develop online transactions that will enable people to change driving test appointments, complete online licence renewals, apply for unregistered vehicle permits and apply for refunds.

Mr Booth said predictive and real-time traffic information will also be a feature of the new website.

"People will be able to go online and see how long it will take them to get to their destination at that time, or predict how long it might take them to get there if they wait say, half an hour," he said.


View Connect with VicRoads