Improving Service Delivery for Government - VicRoads

Improving Service Delivery for GovernmentDavid Egan, Manager Web Services & Online EngagementDecember 2011

Who are VicRoads? RoadsRegistration and Licensing Safety

The Journey Naive understanding of digital Experimenting Measured the success Move from trial to launch Refocus Putting consumers at the centre

Knowing the customer Who are our customers? What do they want from us? How do they want it? When?

Why move into digital space? Moving from an old-fashioned view of consumers Authoritarian Consumers obliged to do business with us We choose how they interact with us

We thought… How do our consumers communicate? How do they want us to communicate with them?

The resultSocial media strategyPoliciesMobile applicationsTrial and learn

Facebook for Customer Service

Facebook experience at VicRoads

Community consultation

Social Media Monitoring

RefocusingVicTrafficLiveDriveSmartPark

Real Time information, when it’s needed

Real Time information, when it’s needed Twitter Feeds

Distribution

The challenge to resource

City GT

Mobile We are already seeing the shift in access from PC to Mobile 14 % of all views now from mobile Only one area is mobile friendly – traffic Mobile is the perfect accompaniment for our users needs

Mobile – Most Popular iPhone and iPad account for 80% of that traffic Homepage Traffic information Contact Us Vehicle Status Checks Registration – pre purchase checks Licence questions, P’s L’s etc

What we know now 210% increase in access to site from mobiles 2010 707,000 YouTube views 4,245+ followers on Twitter 809,000 visits per month

Going ahead More sophisticated view of our consumers Keep listening to the consumer and building on the communication methods they use – making ourselves accessible Consider apps as a way of generating content and information valuable to our core focus

Create awareness

Thoughts and questions?David EganManager, Web Services and Online EngagementVicRoadsE david.egan@roads.vic.gov.auT @degan1970http://slideshare.net/davidegan2

Improving Service Delivery for Government - VicRoads

by David Egan

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