Queensland Building and Construction Commission. New Customer Service Initiatives

Transcription

1 Queensland Building and Construction Commission New Customer Service Initiatives

2 A New QBCC: For Peace of Mind QBCC has completed the first phase of significant change towards becoming a more customer-centric organisation Three Strategic Pillars: Our Customers Our People Achieving Business Excellence This is just the beginning

3 New Governance Board Improved Governance New Commissioner New Executive Team

4 A New Focus on Customer Service Digital (website) & Social Media Contact Centre Marketing, Education & Awareness Business Excellence and Red Tape Reduction

5 Customer Service: Digital (Website) Designed by contractors and consumers in focus groups Simple 70% of content in 2 clicks, 100% in 3 clicks Any device, any time (desktop, smartphone, tablet) Contact Us ~ about anything

6 The New Site: Digital

7 Social Media Were in That Space!

8 Customer Service: Contact Centre A new, simple number: hours a day, 7 days a week Call-back capability when busy The old IVR is gone calls answered by a real person Self service counters all locations

9 A New Brand More Visible and Office branding Accountable

10 Vehicle Branding A New Brand More Visible and Accountable

11 Corporate Wardrobe A New Brand More Visible and Accountable

12 A New Brand Publications, Flyers, Banners

13 Customer Education and Awareness Queensland Guide to Standards and Tolerances Includes a summary of more common Building Code and Australian Standard Requirements Will be updated each year in conjunction with publication of the Building Code

14 Customer Education and Awareness Building Code of Australia Will be available free online in 2015 Funded by the Queensland government and the QBCC for the benefit of all Queenslanders

15 New Home Owner Video Series Tom Williams Liz Cantor

16 New Services Internal Review & Early Dispute Resolution Internal Review and Early Dispute Resolution (as at 9 October 2014) Service Cases Received Cases Closed Internal Review Early Dispute Resolution

17 Internal Review Service

18 Business Excellence Red Tape Reduction Streamlining the Financial Requirements for Licensing (3 year renewals, no financial requirements at renewals) Occupational plumbing licensing undertaken by QBCC Pool safety inspector licensing undertaken by QBCC Gas occupational licensing, including payments, administered by QBCC

19 BPAY Payment Options Licensees, Certifiers and Adjudicators now have the option of paying their licence renewal using BPAY Required declarations and other information associated with the renewal will still have to be completed online or over the phone (licensees) or on hard copy forms (certifiers and adjudicators)

20 Phasing Out of Manual Credit Card Payments From 1 December 2014 QBCC licensees will no longer be able to manually write down credit card details on their QBCC licence renewal notice This change is to improve the security of payment information and reduce the risk associated with receiving and processing manual credit card information Licensee s will still be able to pay QBCC licence renewals by credit card. The easiest way to pay is by visiting the QBCC website or calling anytime 24/7 QBCC also accepts payment by BPAY, cheque or money order or in person at any QBCC office

21 This Is Just The Beginning Proposed further Customer Service enhancements in 2014 QBCC Mobile App (Consumers and Contractors) Review of all QBCC processes ~ Customer Lens remove unnecessary bureaucracy and complexity(signatures, disclaimers, declarations) Smart Forms online

22 This Is Just The Beginning Internal office branding Proactive compliance activity BCIPA review Contractual reforms

23 Continuing Professional Development This Is Just The Beginning Certification review Video (QBCC & customer), WebChat

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25 MATES in Construction It s all about MATES helping MATES

26 About MATES MATES in Construction is an independent and confidential service for all construction workers and their family MATES in Construction is supported by employers, unions, industry associations and CSQ MATES in Construction is a charity established by the Building Employees Redundancy Trust (BERT).

27 Why MATES? The Queensland building and construction industry has very high suicide rates. MATES in Construction exist for the sole purpose of improving mental health and wellbeing within the building and construction Industry MATES in Construction was established following a report by the Australian Institute of Suicide Research and Prevention (AISRAP) into the industry. MATES in Construction is about MATES looking after MATES

28 Results so far 1. Over 43,000 QLD workers have participated in the program since it began in We have 3,359 CONNECTORS who are mates who can keep you safe while connecting you to help ASSIST workers who are suicide first aid workers 4. 2,257 workers received case management from MATES 5. So far this year -1,692 calls to our 24/7 help line

29 How can you be involved? 1. Suicide is a preventable problem, EVERYONE has a role to play 2. Attend our training learn the signs and how to connect a worker to help 3. Invite us to your site, depot, company to talk about MATES 4. Come over to our stall and talk with us or visit our website; 5. Support us through fundraising and donations to events such as CSQ Kokoda Trek

30 ABBTF Queensland

31 Challenges Increase in work in some regions and decrease Inconsistent work therefore lack of confidence Z Generation Poor quality candidates Students staying to Year 12 Bricklaying is hard work 31

32 What are we doing Funding employers to take on apprentices Funding existing works to obtain Qualification Supporting Regional and Remote apprentices to access training Mentoring NRL Partnership Headspace Partnership Working with key stakeholders to deliver better outcomes

33 Running Pre Trade Programs. These are designed to sort out the serious from the not so serious Run in areas or regions where industry is looking for apprentices Designed to give the candidates a higher entry level skill Engage with industry Site Visits Apprentice mentoring and support Industry events

34 What You Can Do Talk up the trade and career path Encourage bricklayers to take on apprentices See apprentices as an investment no a cost Value trades people 34

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46 What s over the horizon CSQ Construction Industry Exchange October-November 2014

47 Regulatory Reform Gathering Pace In addition to the QBCC reforms of licensing, dispute resolution, contracts and insurance, much work is underway with: Building Act Planning Act Plumbing Act ConstructionQ Workplace Health and Safety

48 Building Act Review Building certification Owner s access to certificates Disengagement of a certifier Inspection stages

49 Queensland Development Code Review of the Code Build over sewer concessions being refined More mandatory provisions State-wide housing code

50 Plumbing Act New Act in 2014 Removal of the need for plumbing approvals Licensing responsibilities to QBCC

51 Planning and Development Aim of the new legislation is to encourage development by Having lower levels of assessment for most development More flexible planning schemes More efficient dispute resolution

52 Harmonised Safety Laws The major changes to the safety laws have already been made with harmonisation The more detailed regulations and guidance material will continue to be rolled out: SWA Model Code Preventing Falls in housing construction; Rewrite of 3rd and 4th Stage Codes of Practice

53 ConstructionQ Government industry collaboration on a 20 year strategy for Skills for the industry Workplace relations Adoption of technology More efficient regulation Housing for an ageing and more diverse population

54 Long Term Prospects For home building the outlook is good Strong population growth will continue to drive demand for new homes about 40,000 a year at current rates As the established stock ages the demand for renovations will escalate Nearly 50% of the market now and growing

55 Fin

56 CSQ Construction Industry Exchange Fostering Health and Wellbeing in the Workplace 56

57 Fostering Health and Wellbeing in the Workplace Services Trades Queensland Health Status STQ Health and Wellbeing Timeline Resources 57

58 Services Trades Queensland 58

59 STQ is a joint initiative of the Plumbers Union Queensland and Employer Associations: Master Plumbers Association of Queensland National Fire Industry Association Queensland Air-conditioning and Mechanical Contractors Association To provide a competitive advantage to our members through cutting edge workforce and workplace solutions tailored to the specific needs of the services trades industry. 59

60 The services trades consist of: commercial plumbing and gas sector mechanical services (air-conditioning) sector fire protection industry. Along with contributors from these sectors, contributors from roofing and lagging sectors. Strategic Plan outlines our vision: STQ will be regarded as a leader in industry development and an effective voice for the services trades sector. 60

61 We offer a diverse range of services and programs including: training advisory services to deliver training, post-trade courses, licensing courses and professional development work health and safety advisory and advocacy services apprentice mentoring, development and support services an Online Employment Register and Online Recruitment Management System to connect employers and employees industry advocacy during negotiations with government regulators 61

62 Health Status 62

63 Health Statistics Physical inactivity is the second greatest contributor, behind tobacco smoking, to the cancer burden in Australia. Sedentary behaviour is associated with poorer health outcomes, including an increased risk of type 2 diabetes. 56% Australian adults are either inactive or have low levels of physical activity. Source: Australia Physical Activity and Sedentary Behaviour Guidelines 63

64 Health Statistics A number of Australian and international research studies show worker health and wellbeing is closely linked to productivity, risk of injury and business costs. The financial cost in Australia of obesity alone (not including those who are considered overweight) was estimated at $8.3 billion in When comparing healthy and unhealthy Australian workers found: the healthiest Australian employees were almost three times more productive than their unhealthy colleagues workers with medium to high health risks were three times more likely to file workers compensation claims. Source: WHSQ Linking worker health, wellbeing and safety the impacts. 64

65 Health Status of Australian Construction Workers In as part of the Construction WorkHealth Initiative pilot, more than a thousand construction workers in south-east Queensland participated in detailed health assessments. Comparison of construction workers' health with the wider Queensland adult population showed the following results: High Cholesterol 17% 28.70% High Blood Pressure 27.50% 37% Smoking Harmful Alcohol Consumption 15.50% 15% 34% 64% QLD Adult Pop Construction Worker Overweight or Obese 55.60% 66% Source: WHSQ: Work Health in Key Industries and Sectors 0% 10% 20% 30% 40% 50% 60% 70% 65

66 STQ Health and Wellbeing Timeline 66

67 STQ Pilot Health and Wellbeing Program 2011, co-funded by Workplace Health and Safety Queensland and STQ. (Health Assessments and Skin Cancer Screening) Positives: Positive feedback about health and wellbeing service availability on site. Raising the profile of health and wellbeing initiatives. Informed future health and wellbeing initiatives. Challenges: Scheduling during construction work hours (routinely 6am 2pm). Access to providers in the conduct of skin cancer checks, particularly in regional areas. Access to sufficient and appropriate rooms on site to conduct the examinations. 2011, STQ launched a QUIT Smoking for Life Program* * A Queensland Government s Workplaces for Wellness Initiative. 67

68 2012, Skin Cancer Checks * 2013 and 2014, health and wellbeing information sessions, both face to face and via webinar. * Services Trades Queensland is working with Workplace Health and Safety Queensland to deliver a Healthy Workers Initiative as part of the state government funded Healthier.Happier Workplaces Initiative. Addressed chronic risk factors SNAPO. (Smoking, Nutrition, Excessive Alcohol Intake, Physical Inactivity, and Obesity.) Health information in STQ Work Health and Safety Update. 2014, Health Bytes Videos Short videos covering nutrition, exercise and lifestyle topics, presented by a Health Professional. Provider: Corporate Bodies International 68

69 Management commitment Workplace consultation Plan and Prepare Integration Accessibility Celebrate achievements Reflection 69

70 Resources 70

71 Resources Australia s Physical Activity and Sedentary Behaviour Guidelines Healthy Weight Australian Dietary Guidelines Workplace Health Savings Calculator Heart Foundation WHSQ Health and Wellbeing in the Workplace Queensland Government - QUITline Queensland Government Healthier Happier Get Health Information and Coaching Service Workplace for Wellness Queensland Health Event Calendar Cancer Council Queensland 71