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Improving Service Delivery for Government - VicRoads

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VicRoads are improving service delivery across the agency using Digital and Social Media tools. I presented this case study to Social Media in Government 2011 in Canberra on December 14. …

VicRoads are improving service delivery across the agency using Digital and Social Media tools. I presented this case study to Social Media in Government 2011 in Canberra on December 14.

It included a video of our Customer Service team talking of their experience in using Facebook for answering customer questions.

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Transcript

  • 1. Improving Service Delivery for GovernmentDavid Egan, Manager Web Services & Online EngagementDecember 2011
  • 2. Who are VicRoads? RoadsRegistration and Licensing Safety
  • 3. The Journey Naive understanding of digital Experimenting Measured the success Move from trial to launch Refocus Putting consumers at the centre
  • 4. Knowing the customer Who are our customers? What do they want from us? How do they want it? When?
  • 5. 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
  • 6. We thought… How do our consumers communicate? How do they want us to communicate with them?
  • 7. The resultSocial media strategyPoliciesMobile applicationsTrial and learn
  • 8. Video
  • 9. Facebook for Customer Service
  • 10. Facebook experience at VicRoads
  • 11. Community consultation
  • 12. Social Media Monitoring
  • 13. RefocusingVicTrafficLiveDriveSmartPark
  • 14. Real Time information, when it’s needed
  • 15. Real Time information, when it’s needed Twitter Feeds
  • 16. Distribution
  • 17. The challenge to resource
  • 18. City GT
  • 19. 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
  • 20. 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
  • 21. 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
  • 22. 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
  • 23. Create awareness
  • 24. Thoughts and questions?David EganManager, Web Services and Online EngagementVicRoadsE david.egan@roads.vic.gov.auT @degan1970http://slideshare.net/davidegan2

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