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Victoria Online: Quality, Reliability and Trust

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by Vanessa Scott, Content Manager, eServices, Information Victoria, Dept of Innovation, Industry & Regional Development. Paper presented to the Metadata seminar in Canberra on 27 May 2009.

by Vanessa Scott, Content Manager, eServices, Information Victoria, Dept of Innovation, Industry & Regional Development. Paper presented to the Metadata seminar in Canberra on 27 May 2009.

Published in: News & Politics, Technology

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  • 1. Victoria Online: Quality, Reliability & Trust Vanessa Scott Content Manager eServices, Information Victoria Dept of Innovation, Industry & Regional Development 27 May 2009
  • 2. Victoria Online • Provides Victorians with a single entry point to online Federal, Victorian State and Local Government information and services • Key project of the State Government’s eGovernment policy Putting People at the Centre
  • 3. Introduction • History of Victoria Online • Design – different taxonomies • Search and browse • Why we designed it that way • What we are planning next
  • 4. Introduction • History of Victoria Online • Design – different taxonomies • Search and browse • Why we designed it that way • What we are planning next
  • 5. History of Victoria Online • 1996 – Flat html • 2000 – Cold Fusion • 2003 – Accesspoint • 2006 – Design refresh
  • 6. Victoria Online – new features • Web 2.0 features – Twitter – RSS feeds – Blog • Events Calendar • Online newsletter – subscribe/unsubscribe • Rate this site
  • 7. Victoria Online – new features (cont.) • Number 1 search term “jobs” – link to external website • Cross-promotion of other channels within Info Victoria: – Bookshop (external link) – Call centre number
  • 8. Victoria Online – What is it? • Discovery portal – authoratative source of government information & services, latest news and government contact information • Main entry point (gateway) – Browse/Search/Contextual Search (Browse & Search) – Content eg. Latest News, Public holidays, Daylight Saving, School Term Dates – Specific up-to-date content eg. Bushfires – played central role
  • 9. Search & browse • Searches 3 tiers of government plus quasi (eg. Metlink, Grand Prix) • Search results are relevance ranked • Searches Topic taxonomy and Services & Payments taxonomy • Browses to 3 levels in Topic taxonomy • Browse results are alphabetical • Title, Description and Keywords play important role for Search • Keywords based on Victoria Online Thesaurus – natural language
  • 10. Search results - browse
  • 11. Search results - search
  • 12. Search • Integrated Search and Browse – search within a topic – search within results • Search thesaurus provides – Did you mean – Narrow search by
  • 13. Search – Victoria Online Thesaurus • Developed September 2005 • Updated regularly (2 public releases each year) • Nearly 6,000 terms (nearly 2,500 preferred terms) • Terms sourced from user’s search terms • Focus on natural language, not ‘government speak’
  • 14. Search – Victoria Online Thesaurus • Describing resources in Victoria Online in the DC.Subject field • Assists cataloguers with selection of keywords • Consistency with use of keywords • Reduces typos • Improves search results
  • 15. Search – Victoria Online Thesaurus Based on ANSI/NISO Standard Z39.19-2003 Guidelines for the Construction, Format and Management of Monolingual Thesauri Report available at: http://www.egov.vic.gov.au/index.php?env=- innews/detail:m2110-1-1-8-s-0:n-9-1-0-- HTML version available - http://www.egov.vic.gov.au/victoriaonlinethesaurus/index.htm
  • 16. Quality - How metadata is used • 4,000 “hand-crafted” links, fully AGLS-compliant with 25 metadata elements – High Importance, High Relevance, High Hit – 3 tiers • Maintained by content manager at Victoria Online • Use of natural language • Dead-link check daily
  • 17. Quality - How metadata is used (cont.) • Structured information about a web resource • Provides supporting description about the content, owners, context and structure of the resource • Describing resources to help people find or ‘discover’ them (resource discovery metadata) • Informs Browse (85% of users) and Search • Allows multiple browse pathways through our taxonomy
  • 18. Quality - We analyse our stats • Web analytics – Google analytics, Nielsen – Analyse search terms (internal & external), top content pages, browse pathways – Exit links – Trends (seasonal eg. daylight saving, budget) – Analysis assists with changes – Responsive & reliable
  • 19. Reliability • Available 24/7 – external hosting • Browser based CMS – ability to work from home. This was critical during the recent bushfires in Victoria • Top domain vic.gov.au • Good SEO with external search engines • Main entry point for Vic Govt
  • 20. Trust - We listen to our users • Feedback – Qualitative – Downstream feedback – Responsive – all feedback answered within 5 working days – Action it • Rate this site
  • 21. We carried out research • Consumer - Survey (1600 people) – Focus Groups • Portal Best Practice Benchmarking • Discoverability – tools, architecture, metadata • Content Definition • Content Management
  • 22. We carried out research (cont.) Research Results – Our users wanted: • Information • Services • improved discoverability (browse/search) – Multiple pathways • three levels of government (transparently) • easy to use, fast, reliable, relevant, accessible, trustworthy • subject-based, natural language • directories / contact information • citizen-centric, not government-centric
  • 23. Further developments - search • Suggested auto- text from VO thesaurus • Due June 2009
  • 24. Further developments Packaged information and services • Aggregated content - search results - Topically related • Geo-spatial content • User engagement - Subscription updates - User polls - Have your say - Expanded Feedback function
  • 25. What we are planning next • Continuous Improvement of Victoria Online as front door to government • Greater citizen engagement approach via Web 2.0 tools, social media
  • 26. Contact info Vanessa Scott Content Manager eServices, Information Victoria Department of Innovation, Industry & Regional Development e: vanessa.scott@diird.vic.gov.au p: (03) 9938 0517 Twitter: InfoVic