Terry Determined outcome seeker BEHAVIOURS GOALS I want
Terry Determined outcome seeker BEHAVIOURS GOALS • • I want what is fair • I want to secure the future of my family and the ones close to me • I want to ensure my retirement I will exhaust all channels to achieve my outcome with the government. As a last resort I will contact my local MP • I’m prepared to go through additional effort (i. e. driving through the country) to increase my chances of success • I’m organised and planned to avoid any surprises • If I contact you, it means I couldn’t do it myself and I need help • I pay attention to the government’s actions, projects and wellbeing of Queenslanders • I have an opinion • I am proactive with feedback
Terry Determined outcome seeker CHANNEL USAGE TO PROBLEM SOLVE FACE TO FACE PERSONALITY ATTRIBUTES Determination Low ONLINE High Planning PHONE NEEDS PERCEPTION OF GOVERNMENT • I need accountable people who can point me in the right direction Confidence • I need details and reassurance about the next steps, prepare me for what’s ahead Knowledge of Government
Drew Uninformed about Government BEHAVIOURS • I wait for the government to contact me before I do anything (e. g. realise rego is due when the notice is received) • I put things off until they become urgent (e. g. I pay my bills on the last day) • I’m confused as to who is who in the zoo (difference between local, state and federal) • • I’m comfortable doing things the way I always have I stick to my preferred channel unless I’m forced to change (e. g. I went to a Centre when I was told to go over the phone) Customer 1 st Training GOALS • I want to travel and discover new places • I want to take care of the house and make it a great place to live • I dream of taking the family to the Monaco Grand Prix
Drew Uninformed about Government CHANNEL USAGE TO PROBLEM SOLVE PERSONALITY ATTRIBUTES Determination FACE TO FACE ONLINE Low High Planning PHONE NEEDS • I need incentive and a good reason to change the way I do things • • I need reminders before the due date I need someone to hold my hand to go through a process Customer 1 st Training PERCEPTION OF GOVERNMENT Confidence Knowledge of Government
Morgan Prepared, controlling, high standards BEHAVIOURS • • I feel I don’t always get the value for my money • I’m career focused and want to change/innovate in my industry • I’m a perfectionist, judging service against my standards (TMR office is not friendly, staff are not busy but not serving) • I like to create rapport when I interact with people (using name) • I use my charm to lead people and get to my outcome • I tried ‘My. Gov’. It failed so never again. I’m very active, so I plan everything to fit in and avoid chaos Customer 1 st Training GOALS • • • Successful in my job Clear the debt and then get married Be more planned for illness (MS)
Morgan Prepared, controlling, high standards CHANNEL USAGE TO PROBLEM SOLVE PERSONALITY ATTRIBUTES Determination FACE TO FACE ONLINE Low High Planning PHONE NEEDS • I need to be treated like a human and not a number • • I need to know the status (control) I need to know “why” Customer 1 st Training PERCEPTION OF GOVERNMENT Confidence Knowledge of Government
Lee Passive, less urgency, low expectations BEHAVIOURS • • I feel technology is trustworthy • • I do everything online (path of least resistance) • I like the my. Gov concept, but was hard to set up (save me time) • I give the benefit of the doubt (glass half full) I will look online to find the answer myself (not a team player) My decisions are driven by incentive I wait for the government to contact me I believe what I’m told, I’m unlikely to question the process or policy Customer 1 st Training GOALS • • I want to buy an i. Pad I want to get back to studying for advancement in career
Lee Passive, less urgency, low expectations CHANNEL USAGE TO PROBLEM SOLVE FACE TO FACE ONLINE PERSONALITY ATTRIBUTES Determination Low High Planning PHONE NEEDS • I need accountable people who can point me in the right directions • I need clarity on the process so I can do it myself Customer 1 st Training PERCEPTION OF GOVERNMENT Confidence Knowledge of Government
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