The Queensland Department of Transport and Main Roads (TMR) plays a crucial role in assisting Queenslanders and visitors to move around freely and easily by managing the state’s comprehensive transport system. TMR also provides over 90% of the Queensland adult population with a key form of photographic identity documentation such as a driver’s licence, marine licence or photo identification card.

Thanks to TMR’s innovative Digital Licence Project, 4 million Queenslanders can now enjoy the option to ‘go digital’ wherever verification of their identity, age or authority to perform a function, such as driving a vehicle or vessel, is required.

The Digital Licence app is a strong example of TMR’s commitment to modernising services for Queenslanders. Grounded in human-centred design, this third state-wide phase of a four-stage project is focused on creating a user-friendly, secure, and internationally compliant digital alternative to physical licences—developed by Queenslanders for Queenslanders.

The Digital Licence aims to enhance the security of personal information, accommodate those with accessibility needs, and provide convenience for Queenslanders needing proof of identity or age to access goods and services. TMR has developed a Queensland Digital Identity (QDI) that aligns with the Australian Government’s Australian Digital Identity System. This QDI benefits individuals transacting online because it offers a significantly more secure digital identity than previously available.

Before designing the product, TMR asked its customers what they would want their Digital Licence to do. TMR’s customers identified several important features: convenience and ease of use, fraud prevention, the ability to use their digital licence within the community, the ability to use even when offline, acceptance across borders, and continued trust in their identity. The Digital Licence successfully addresses these requests by including advanced security features, a user-centric design, a complete change and engagement plan, and alignment with international standards.

The introduction of the Digital Licence and accompanying QDI followed the outcome-oriented ADKAR® Change Model, which aims to limit resistance to organisational change. Adopting this highly effective methodology saw the Digital Licence made available state-wide, encouraged advocacy, and supported business acceptance through a strategic communication and engagement plan. Legislative amendments were also progressed to ensure that digital credentials could be legally used instead of physical versions under Queensland law.

Significantly, Queensland’s Digital Licence is the first in Australia to align with the International Standard for Mobile Driving Licences (ISO IEC 18013-5), positioning Queensland as a leader in digital identity legislation nationally. Queensland tested the Digital Licence with some of the world’s most revered technology giants, including Microsoft, Apple, Google, Samsung, Toshiba, NEC, Thales and Scytales, demonstrating the interoperability benefits of building to a globally recognised standard.

The Digital Licence pilot project has been a resounding success, achieving an impressive 94% customer satisfaction rating. Also noteworthy, over 400,000 Queenslanders downloaded the app and were onboard within the first four months of its state-wide release.

The Digital Licence project has capitalised on the ever-growing desire for digital transformation. It joins the cultural shift towards enabling more online transactions and increased efficiencies and has driven change to meet user preferences.

The Queensland Digital Licence project exemplifies TMR’s commitment to innovation, user-centric design, and meeting Queenslanders’ evolving needs. Its successful execution reflects a well-integrated change management model, showcasing the department’s adaptability and leadership in digital transformation within the transportation and state government sectors.

For information about Department of Transport and Main Roads, visit tmr.qld.gov.au