The Queensland digital licence Department of Transport and Main Roads Chris Goh, General Manager, Registration and Licensing Modernisation

1. Partners in Technology
Friday 8 November 2019
Queensland Government Chief Information
Office

2. Being a Responsive Government
Digital Driver Licence
Partners in Technology – November 2019
Chris Goh | General Manager, Customer Oriented Registration and Licensing (CORAL)

3. 3 |
About us
Partners in Technology | 5 November 2019

4. Queensland
Government’s
objectives for
the community
The Department of Transport
and Main Roads (TMR) has
been working in partnership
with the 'Tell Us Once' program
to deliver on the Advancing
Queensland goal of being a
responsive government by
making Queensland
Government services easy to
use and access.
Partners in Technology | 13 November 20194 |

5. Responsive Government is
working to resolve fragmented
service transactions so that
people from all walks of life,
with varying digital literacy,
should be able to easily access
information and Queensland
Government services whether
it’s online, over the phone, or
in person.
Source: Deloitte. – Mobile Consumer Survey 2018, The Australian cut
The Digital Licence App delivers on the Advancing
Queensland goal of being a responsive government
by making Queensland Government services
easy to use and access.
• 90% of adult Queenslanders have licences
• Licences are used as the primary proof of
identity when accessing services
• 89% of Australians 18–75 own a smartphone*
“It just makes sense”
Advancing Queensland for Customers
by being a Responsive Government
Partners in Technology | 13 November 20195 |

6. Online Call CentresCustomer Service Centres
Making customer services easy, convenient and secure while providing
choice about the personal information they share across government, or
externally through business and industry.
Proof of identity with
small business for
products and services
Engage and collaborate
across government
Cross jurisdiction
integration for life event
services
Responsive Government’s Tell Us Once collaboration
The TMR Digital Licence App will provide a high-level assured identity for cross government services
Partners in Technology | 13 November 20196 |

7. The Digital Licence App will use that identity to
unlock and automate access to government and
industry services (and more…).
In 1910 when TMR issued the first driver
licence it was to certify that you were a
competent driver.
The TMR Driver licence is used by 3.6million
Queenslander’s (90% of the adult population) as
the highest assured form of Identity.
PAST PRESENT FUTURE
The transition of a licence, into an identity
The Digital Licence App is the next step in the transition
Partners in Technology | 13 November 20197 |

8. This is Jessica.
Jess is 32 and
lives in Townsville.
Jessica has a Queensland driver
licence and has set up a Digital
Licence App on her mobile device.
Partners in Technology | 13 November 20198 |

9. Jessica makes the agonising
decision to flee to a shelter to get
away from her violent partner.
Every month, more than 350 women
and 400 children move to a shelter
because of domestic violence.
Jessica has left most of her
possessions behind. She can
restore her identity documents
rapidly through the Digital Licence
App to open a bank account, seek
welfare, apply for accommodation,
submit job applications and more to
rebuild her life.
Jess can be herself again.
Source: DVConnect 2019
When Jessica’s baby daughter is born,
her partner’s behaviour changes.
Partners in Technology | 13 November 20199 |

10. 10 |10 |
Customer research and engagement
Partners in Technology | 13 November 2019

11. Queensland is not the first
jurisdiction to create a
Digital Licence App
Digital Licence Apps are either in public use or in final stages of
piloting around the world. Examples include:
• New South Wales – roll-out from September 2019
• South Australia – live since October 2017
• Finland – final phase of pilot
• Australian Government – myGovID launched June 2019
We are learning from each other.
TMR is the jurisdictional representative for the ISO Compliant
Driving Licence – Part 5: Mobile Driving Licence application (mDL).
Other jurisdictions are keen to learn from
TMR.
Partners in Technology | 13 November 201911 |

12. Customer’s control what data they release
The Privacy Commissioner is supportive
of the Digital Licence App
ISO compliant
1500+
qualitative data
points
320+
hours of
research
20+
hours of video
Vendors prototyped their Digital Licence Apps
with our customers
Work with other jurisdictions
Protect Privacy
Keep data secure
What our customers
expect
Be accessible
Meet accessibility
standards
Customer research, testing and co-design
Customers are at the centre of everything we do
Partners in Technology | 13 November 201912 |

13. Meeting with businesses and other key stakeholders in the Fraser Coast
Digital Driver Licence | 13 November 201913 |

14. Wireframes
Partners in Technology | 13 November 201914 |

15. "If it was accepted as a form
of ID I wouldn’t carry my ID
(card). I would throw it away.”
Customer research quote
Partners in Technology | 13 November 201915 |

16. 16 |16 |
Working with key stakeholders
Partners in Technology | 13 November 2019

17. Wide range
of situations
Wide range
of conditions
Dedicated metro and regional
workshops, cross agency stakeholder
workshops and prototype testing
Admissions to
hospital
Domestic violence Interviewing
elderly
Large events
Using QLite In heavy traffic Large or heavy
vehicles
During alcohol
and drug
enforcement
Our engagement will be on-going
throughout the development and pilot
We have partnered with first
responder Police
Partners in Technology | 13 November 201917 |

18. Industry, Peak Bodies and Strategic Partners
Consultation and engagement
Partners in Technology | 13 November 201918 |

19. • Open a bank account
• Rent or buy a home
• Receive welfare
• Purchase
pseudoephedrine
• Buy a car
• Get a blue card
• Enter a nightclub
• Many more…
Stored
Copied
Sighted
Scanne
d
Entered into a
system
Proof of identity
and eligibility
Customer can revoke
information
Customer can set
expiration of information
Customer can choose
which details to release Safe and secure
Fast and easy
Consistent
Wherever possible:
Benefits:
Choice:
Print an
official copy
– full or
partial
Tap to prove
identity – full
or partial
TODAY TOMORROW
Prepare businesses for a Digital world
EFTPOS devices to be piloted to allow businesses to have evidence that they have receipted an identity
Partners in Technology | 13 November 201919 |

20. 20 |20 |
Preparation for the pilot
Partners in Technology | 13 November 2019

21. 21 |
Learner Licence Photo Identification Card Recreational Marine Licence
Proposed pilot in regional Queensland
The very first Queensland Digital Licence will be trialled in the Fraser Coast region late-
2019. We'll be working closely with the local community to roll out the trial, capture
feedback and refine the product to makes sure it best suits the needs of Queenslanders.
The trial will include:
Partners in Technology | 13 November 201921 |

22. Customer liaison officers
We will provide employment opportunities
to locals, enabling them to offer a general
information service in and around the CSCs
within the pilot location
Digital Ambassadors and advocacy
program
A competition will be held within the pilot area
encouraging members of the public to get
involved
TMR Customer Service Centres (CSCs)
CSC staff within the pilot location will be
well prepared and available to provide
assistance throughout the pilot period
Local markets
We will have a presence at local markets to
provide information, answer questions and
conduct research
Pop-up kiosks
CSC staff within the pilot location will be
well prepared and available to provide
assistance throughout the pilot period
Community and Neighbourhood centres
We will be working with a range of
community groups within the pilot area to
raise awareness and answer questions
Shopping centres
A range of events will be held at local
shopping centres to provide
information
Customer research
Program staff will be on the ground
throughout the pilot to conduct research
Community awareness and boots on the ground
22 | Digital Driver Licence | 13 November 2019

23. Dedicated Website
Window
stickers
Posters and similar
promotional material
Detailed instructions
Media
releases and
fact sheets
Social media content
Multilingual
translations
Training and support
Material to assist staff and credential users during the pilot phase (similar to ServiceNSW artefacts)
23 | Digital Driver Licence | 13 November 2019

24. 24 |
https://www.tmr.qld.gov.au/digitallicence