Queensland Aims to be Most Customer-Friendly Government

Queensland Customer Service Minister Steve Minnikin has made his portfolio priorities clear in a series of recent pronouncements and parliamentary appearances, including a commitment to “make Queensland the most customer-friendly government in Australia.” 

Appearing before Budget Estimates hearings in July, the minister’s testimony provided an instructive list of his priorities.  

He emphasised the importance of ensuring that service delivery continued to be provided over three channels (phone, online, face-to-face), noting that the recent 2026-27 Budget allocated almost $1 million to the Queensland Government Agent Program (QGAP) that allows regional community courthouses to act as Queensland Government service centres (QGSC). 

He frequently underscored his strong commitment to small businesses, particularly the government’s support for free ‘micro-training’ in cybersecurity, AI, and procurement, technology topics he often returned to. 

There is a strong focus on the two-year work program outlined in the inaugural Queensland Cyber Security Strategy 2025-2027, stressing the government’s commitment to making rapid progress.  

The government also recently released the 2026-27 service delivery statement for Department of Customer Services, Open Data and Small and Family Business (DCSODSFB), specifying the ministers' priorities to continue making improvements to core government systems.  

He also noted that there had been a major expansion of the both the use of and the credentials available in the Queensland Digital Licence app over the past 18 months. 

In addition to housing driver, tow truck and dangerous goods licences, the app also hosts air traffic controller accreditations, pilot licences, various Building and Construction licences – and is also now being used to allow people to sign up to the state’s organ and tissue donor register.

Queensland landed in fourth place in Intermedium's 2026 Digital Government Maturity Indicator (DGMI) report, with a score of 72.6 - well behind the Commonwealth in first place (88.3), but hot on the heels of NSW (73.4) and WA (72.9). 

BACKGROUND 

Minnikin’s ministerial diaries for the past 12 months also show provide interesting reading, showing regular contact with the ICT industry associations, small business visits, and confirmation that the state’s budget cycle planning begins with meetings in October. 

There was a leadership change at DCSODSFB in April 2026, with the inaugural Director-General Chris Lamont transitioning to a new role as Public Service Commissioner, and David Sinclair appointed Acting Director-General.