KLR Communications acted as sole sub-contractor over the course of 2 years, providing strategic advice on the Department of Housing’s consumer engagement strategy, including mapping of critical pathways, audit and redraft of more than 300 pieces of correspondence using Behavioural Insights principles.
Communications were measured for effectiveness through observational and interview-based techniques and engagement with a range of key stakeholders, including Housing Service Centre personnel and business unit representatives from locations throughout South East Queensland, and observing and transcribing client interactions.
The project aimed to review products and services to modernise and reflect the Queensland Housing Strategy 2017-2027 and provide a more person-centred approach, benchmarked against key indicators such as readability, understandability, ease of key message identification, and cultural appropriateness.
