Key action 4: Cultural diversity data

The Queensland Government will collect, analyse, and use cultural diversity data to improve service delivery and better meet customer needs. As per the Queensland Multicultural Policy, activities in this section should link to one or more of the following high-level outcomes:

Improved knowledge about customers’ diversity.
Culturally capable services and programs.
A productive, culturally capable, and diverse workforce.

Agency activities supporting Key action 4	Progress status for 2023–24	Outcomes achieved for people from culturally and linguistically diverse backgrounds
Collect, analyse and use cultural diversity data to improve service delivery in regular customer surveys, including the TMR Access and Inclusion Customer, Employee and Partner Survey.	Delivered	TMR Translink continues to use its customer personas, Helix persona data, customer experience surveys and other research/data sources to build understanding of our customers to inform product/service/policy design and communication activities. TMR's Customer Experience Branch (CEB) is developing a process to engage with First Nations customers through avenues such as Transport Talk for co-design activities specific to TMR programs and initiatives. TMR’s Transport Talk online customer research community is made up of a broadly representative sample of Queenslanders who have volunteered to participate in research activities with TMR. Members of the community can choose to participate in online and in-person research activities such as surveys, interviews, workshops and focus groups. TMR’s CEB is committed to achieving diverse representation in its customer research and has implemented recruitment and survey mechanisms designed to maintain and enhance diversity among participants. An example being research to understand the experience of accessibility and inclusion with TMR’s forms. A pilot was conducted with TMR’s Disability Parking Application form; the findings have been used to develop guidelines to improve the accessibility and inclusiveness of TMR forms. Another current priority is to engage First Nations and culturally and linguistically diverse customers in upcoming surveys and focus group recruitment, as exemplified by the Customer Charter Refresh Project. TMR has developed a recruitment dashboard which provides TMR's Leadership and HR network with diversity data in respect to applicant pools for TMR vacancies. This information also supports workforce planning to create a diverse workforce. TMR’s Graduate Program invested in GradSift, an Applicant Tracking System, providing helpful insights into the demographics of applicants, including multi-cultural backgrounds. Our Exit survey asks participants to identify if they belong to one of four diversity groups, including non-English speaking background. TMR continues to understand our employees’ experience through available data such as Equal Employment Opportunities (EEO) Census and Working for Queensland data. TMR is also committed to exploring the barriers preventing employees from disclosing diversity EEO data and implement solutions to foster a safe and willing environment for disclosure. Customer Service Profiles are used within the Translink Program of Work 2023–2024 which is focused on using customer feedback and the results from the Access and Inclusion Audit, to improve customer experiences.

Agency activities supporting Key action 4

Progress status for 2023–24

Outcomes achieved for people from culturally and linguistically diverse backgrounds

Collect, analyse and use cultural diversity data to improve service delivery in regular customer surveys, including the TMR Access and Inclusion Customer, Employee and Partner Survey.

Delivered

TMR Translink continues to use its customer personas, Helix persona data, customer experience surveys and other research/data sources to build understanding of our customers to inform product/service/policy design and communication activities.

TMR's Customer Experience Branch (CEB) is developing a process to engage with First Nations customers through avenues such as Transport Talk for co-design activities specific to TMR programs and initiatives. TMR’s Transport Talk online customer research community is made up of a broadly representative sample of Queenslanders who have volunteered to participate in research activities with TMR. Members of the community can choose to participate in online and in-person research activities such as surveys, interviews, workshops and focus groups.

TMR’s CEB is committed to achieving diverse representation in its customer research and has implemented recruitment and survey mechanisms designed to maintain and enhance diversity among participants. An example being research to understand the experience of accessibility and inclusion with TMR’s forms. A pilot was conducted with TMR’s Disability Parking Application form; the findings have been used to develop guidelines to improve the accessibility and inclusiveness of TMR forms. Another current priority is to engage First Nations and culturally and linguistically diverse customers in upcoming surveys and focus group recruitment, as exemplified by the Customer Charter Refresh Project.

TMR has developed a recruitment dashboard which provides TMR's Leadership and HR network with diversity data in respect to applicant pools for TMR vacancies. This information also supports workforce planning to create a diverse workforce.

TMR’s Graduate Program invested in GradSift, an Applicant Tracking System, providing helpful insights into the demographics of applicants, including multi-cultural backgrounds.

Our Exit survey asks participants to identify if they belong to one of four diversity groups, including non-English speaking background.

TMR continues to understand our employees’ experience through available data such as Equal Employment Opportunities (EEO) Census and Working for Queensland data. TMR is also committed to exploring the barriers preventing employees from disclosing diversity EEO data and implement solutions to foster a safe and willing environment for disclosure.

Customer Service Profiles are used within the Translink Program of Work 2023–2024 which is focused on using customer feedback and the results from the Access and Inclusion Audit, to improve customer experiences.

Last updated: 1 October 2024