Digital opportunities for GovernmentDavid Egan, Manager Web Services & Online EngagementOctober 2011
Who are VicRoads?         RoadsRegistration and Licensing         Safety
The Journey   Naive understanding of digital   Experimenting   Measured the success   Move from trial to launch   Ref...
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 busi...
We thought… How do our consumers communicate? How do they want us to communicate  with them?
The resultSocial media strategyPoliciesMobile applicationsTrial and learn
Video
Facebook – Customer Service
Community consultation
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 12 % of all views now from mobile – In July 2011 we ...
Mobile – Most Popular   iPhone and iPad account for 80% of that traffic   Homepage   Traffic information   Contact Us...
What we know now 210% increase in access to site from mobiles 2010 695,000 YouTube views 2,757 followers on Twitter 70...
Digital innovation – beyond a webpage• Consider new forms of publishing specific to audience  and that allow cost reductio...
The Future   Emergency map – Floods, Fires etc   Mobile friendly pages   Cyclists’ app   Freight app   Move transacti...
Going ahead More sophisticated view of our consumers Keep listening to the consumer and building  on the communication m...
Create awareness
Thoughts and questions?David EganManager, Web Services and Online EngagementVicRoadsE david.egan@roads.vic.gov.auT @degan1...
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AIMIA Digital Summit David Egan 2011

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Here is a copy of my recent presentation to the AIMIA Digital Summit in Sydney. The key theme was how Digital can change the way citizens interact with Government. Clearly there is now a challenge to move from single initiatives to an Agency wide program of work.

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AIMIA Digital Summit David Egan 2011

  1. 1. Digital opportunities for GovernmentDavid Egan, Manager Web Services & Online EngagementOctober 2011
  2. 2. Who are VicRoads? RoadsRegistration and Licensing Safety
  3. 3. The Journey Naive understanding of digital Experimenting Measured the success Move from trial to launch Refocus Putting consumers at the centre
  4. 4. Knowing the customer Who are our customers? What do they want from us? How do they want it? When?
  5. 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. 6. We thought… How do our consumers communicate? How do they want us to communicate with them?
  7. 7. The resultSocial media strategyPoliciesMobile applicationsTrial and learn
  8. 8. Video
  9. 9. Facebook – Customer Service
  10. 10. Community consultation
  11. 11. RefocusingVicTrafficLiveDriveSmartPark
  12. 12. Real Time information, when it’s needed
  13. 13. Real Time information, when it’s needed Twitter Feeds
  14. 14. Distribution
  15. 15. The challenge to resource
  16. 16. City GT
  17. 17. Mobile We are already seeing the shift in access from PC to Mobile 12 % of all views now from mobile – In July 2011 we had 2/3rd of 2010’s mobile traffic Only one area is mobile friendly – traffic Mobile is the perfect accompaniment for our users needs
  18. 18. 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
  19. 19. What we know now 210% increase in access to site from mobiles 2010 695,000 YouTube views 2,757 followers on Twitter 700,000 unique visits per month
  20. 20. Digital innovation – beyond a webpage• Consider new forms of publishing specific to audience and that allow cost reduction and recovery, eBooks• Third party leverage, we are a valuable ingredient, partner with people who are established in their field, educating, providing news, selling• Consumer-centred thinking – What is the problem we are going to solve vs. what do we have we can put on the web
  21. 21. The Future Emergency map – Floods, Fires etc Mobile friendly pages Cyclists’ app Freight app Move transactions online Online logbooks for learners Build vs. Partnering
  22. 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. 23. Create awareness
  24. 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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