• 1,095 grants allocated to Queensland small businesses to the value of over $6 million dollars.
  • 501 Mentoring for Growth chats and panels assisted Queensland small businesses.

Advocating for small business by creating an environment where small businesses start and flourish

The Office of Small Business, through the Advancing Small Business Queensland Strategy 2016–20 (the Strategy), is creating an environment for Queensland to be the place for small business to start, grow and employ. This includes being a stronger advocate for small business, simplifying service delivery and connecting small business to opportunities. The Strategy has three key themes—advocate, enable and empower.

Table 3. Small Business service standards

Service standardsNotes2017–18 Target/Est.2017–18 Actual
Effectiveness measures
Customer Impact Index
The level of customer value derived from using Business Queensland online which incorporates customer awareness, experience and satisfaction
1,2 >65% 63%
Percentage of new or existing businesses reporting increased capability (including digital) as a direct result of participation in small business grant programs 3,4 >75% 99.9%
Percentage of businesses assisted by small business programs that report after 12 months declaring a 10% increase in either employment, turnover or profitability 3,5 90% 82%
Efficiency measure
Average cost to DESBT to provide online services per customer visit to Business Queensland
6,7,8 $0.60 - $0.70 $0.44


  1. The Customer Impact Index (CII) incorporates 3 elements - customer awareness, customer experience and customer satisfaction. This approach determines customer value by assessing the customer's perception of the usefulness and importance of the benefits received from the services which go beyond an estimate of time and effort saved. The assessment of the 3 elements better enables the targeting of service improvement areas based on direct customer feedback. It incorporates both qualitative data captured through direct customer complaints and complements feedback mechanisms, surveys, customer focus groups/observations and data from various quantitative data sources. Due to excessive cost and complexity to administer, this measure has been discontinued and replaced with a new effectiveness measure on the Customer Effort Score that captures 'Average score out of 5 by customers for how easy it is to use the Business Queensland website'.
  2. The 2017–18 Target/Estimate is an overall average for the CII. It is calculated by an aggregation of customer feedback results across the 3 indices - customer awareness, customer experience and customer satisfaction. The target has been maintained at >60% based on the 2015–16 actual result which is reported here against the 2016–17 Estimated Actual.
  3. Innovation and technology are primary sources of competitive advantage for businesses in nearly all industries and environments. These elements also drive efficiency and higher productivity. The department gauges the success of its small business grant programs by the reported increase in capability (including digital), profitability, turnover and employment.
  4. This measure assesses the effectiveness of a broad range of small business grant programs outlined in the Advancing Small Business Queensland Strategy 2016–20 to increase the capability of small businesses in using digital technologies and implementing innovative solutions to improve their business. This measure has been discontinued due to a change in methodology. Small businesses were being surveyed 12 months after their participation in programs which is a less accurate account of the effectiveness of the programs. The new measure is a percentage of businesses assisted by small business programs that report a projected increase in either employment, turnover or profitability.
  5. This measure incorporates the Small Business grants and Mentoring for Growth programs under the Advancing Small Business Queensland Strategy 2016–20. The Actuals for 2017–18 include the Mentoring for Growth and Small Business Digital grants round 1. The other grants programs are still being rolled out and are not due to commence providing 12 month post participation reports until the 2018–19 financial year.
  6. Average cost to DESBT to provide online services per customer visit is the average cost to the department to provide the online service to each customer, and is defined by using a customer session (which is a group of interactions undertaken on a website). This may include viewing a number of different web pages, completing an online application form or making a payment.
  7. The variance is due largely to increases in the number of visitor sessions to the Business Queensland website. Visitor sessions have increased by over 1.3 million sessions above the target baseline. Efficiencies gained through a restructure of the divisions in 2016 also contributed to improved performance.
  8. The Target/Estimate for 2017–18 has been adjusted to reflect the trend of lower average costs to provide online services per customer visit.

Supporting small business owners in driving innovation and growth

Advocacy for small business is delivered through the Queensland Small Business Champion, the Queensland Small Business Advisory Council and the Better Regulation Taskforce.

The Office of Small Business supports Queensland small business owners to develop skills and access the networks needed to drive innovation, stronger business, growth and employment. The range of programs delivered by the Office of Small Business includes mentoring and grants programs, the annual Queensland Small Business Week celebration and the Advancing Women in Business and Advancing Indigenous Business programs.

The Business Queensland website connects business owners to these opportunities and provides a single source of information for small businesses.

Case study

Small Business

Last updated 28 September 2018

Creative Commons Attribution 3.0 Australia (CC BY 3.0)