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New concessions service cuts time and confusion for seniors

‘Why can’t you just tell me what I am entitled to when I reach 65?’

Queensland seniors now have a single, trusted source in answer to this important question—and it’s thanks to the Queensland Government’s One-Stop Shop Strategy.

Seniors had given feedback in the past that they were confused about the concessions available to them and frustrated with the many application forms they had to fill in.

By joining together concession providers across all jurisdictions through a single process, the department is saving seniors time, money and effort.

In one simple process, seniors can select the concessions they want, complete their application and verify their identity and eligibility online—reducing the past number of touchpoints from six to one. The program now even notifies people when they reach the eligibility age for a concession.

The benefits of this simplified approach showed early. After the first release, application processing time reduced by 85 per cent, and from more than 20 working days to just one. As new concessions are added, benefits to seniors and agencies will grow.

The project was a highly successful partnership between the department’s One-Stop Shop Strategy and Implementation Office; the Office for Seniors in the Department of Communities, Child Safety and Disability Services; both federal and local governments; and utility companies.

The real winners, of course, are Queensland’s seniors, who can make their money go further and stay healthy and active for longer. They couldn’t be more delighted, as their feedback shows:

‘Excellent online facility—top marks for a job well done!’

‘It’s pretty good now but more retailers should get on board.’

‘This new application form was excellent (with) easy steps to logically follow the progression through the process.’

Next-generation services seniors concessions

Seniors-Concessions—Video Transcript

Creative Commons Attribution 4.0 International (CC BY 4.0)
Last updated
9 October 2017
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