Australian Institute of Project Management


Electoral Commission Queensland State Government Election Campaign

Dept of Communities, Smart Service Queensland
2009
PMAA Results: State Category Winner
Email the Support Office or call (02) 8288 8700 for media and project enquiries.

Smart Service Queensland (SSQ) delivered the 'Voters Helpline' for the recent 2009 Queensland State election on behalf of the Electoral Commission of Queensland (ECQ). SSQ commenced taking calls with only a few hours notice and handled an estimated 100,000 enquiries over five weeks. SSQ provided comprehensive election information and the ability to change/confirm voter details and submit 'excuses' via its contact centre.

Major challenges facing the project team included:

  • Unknown call volumes (there are 2.6 million voters in Queensland).
  • An unknown election date and short lead time to activate the service.
  • The need to increase staffing commensurate with call volumes.
  • Retaining ECQ branding and neutrality and providing accurate, up-to-date and impartial information.


SSQ engaged up to 70 staff to take calls, after an original estimated requirement of 59 staff. Despite this increase, the project was delivered 3% under budget and met ECQ's high expectations.



Email the Support Office or call (02) 8288 8700 for media and project enquiries.

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