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Apps World 2011 (Sydney)


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This deck is from Apps World 2011 held in Sydney on May 16 & 17. I presented VicRoads journey into digital as a case study. The focus was on mobile applications, and there was a very positive response to the work VicRoads has been doing. Many of the attendees were also looking at how to convince their organisation on the benefits of developing mobile applications.

The presentation contained some videos, all of which can be found on the VicRoads YouTube site.

Details on other presenters can be found here

Published in: Business, Technology
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Apps World 2011 (Sydney)

  1. 1. Putting the Consumer at the Centre – Using technology to create a consumer-focus David Egan, Manager Web Services & Online Engagement May 2011
  2. 2. <ul><li>Roads </li></ul><ul><li>Registration and Licensing </li></ul><ul><li>Safety </li></ul>Who are VicRoads?
  3. 3. Customers’ own language <ul><li>Vital to speak to customers in their own language </li></ul>
  4. 4. Why move into digital space? <ul><li>Moving from an old-fashioned view of consumers </li></ul><ul><ul><li>Authoritarian </li></ul></ul><ul><ul><li>Consumers obliged to do business with us </li></ul></ul>
  5. 5. The Journey <ul><li>Naive understanding of digital </li></ul><ul><li>Experimenting </li></ul><ul><li>Developing a platform </li></ul><ul><li>Expansion </li></ul><ul><li>Refocus </li></ul><ul><li>Putting consumers at the centre </li></ul><ul><li>The future </li></ul>
  6. 6. We thought… <ul><li>How do our consumers communicate? </li></ul><ul><li>How do they want us to communicate with them? </li></ul>
  7. 7. Direct Route to Licence Town
  8. 8. Using customers’ language <ul><li>Translated our top five clips into the top five languages </li></ul><ul><li>Reducing returns and traffic at customer service centres </li></ul>Burmese Mandarin Spanish Vietnamese Arabic
  9. 9. Social media strategy <ul><li>Internal workshops </li></ul><ul><li>Leadership group </li></ul><ul><li>Whole of Government </li></ul><ul><ul><li>Policy </li></ul></ul><ul><ul><li>Strategy </li></ul></ul><ul><ul><li>Guidelines </li></ul></ul>
  10. 10. The result… <ul><li>Social media strategy </li></ul><ul><li>Use of digital and social media now a priority </li></ul>
  11. 11. Video
  12. 12. Facebook – customer service
  13. 13. Community consultation
  14. 14. Real Time information, when it’s needed
  15. 15. Real Time information, when it’s needed <ul><li>Twitter Feeds </li></ul>
  16. 16. Distribution
  17. 17. The challenge to resource
  18. 18. City GT
  19. 19. City GT
  20. 20. Melbourne International Film Festival
  21. 21. Refocusing <ul><li>VicTraffic </li></ul><ul><li>LiveDrive </li></ul><ul><li>SmartPark </li></ul>
  22. 22. What we know now <ul><li>210% increase in access to site from mobiles 2010 </li></ul><ul><li>622,000 YouTube views </li></ul><ul><li>1,100 followers on Twitter </li></ul><ul><li>700,000 unique visits per month </li></ul>
  23. 23. The Future <ul><li>Emergency map – Floods, Fires etc </li></ul><ul><li>Mobile friendly pages </li></ul><ul><li>Cyclists’ app </li></ul><ul><li>Freight app </li></ul><ul><li>Move transactions online </li></ul><ul><li>Online logbooks for learners </li></ul><ul><li>Open Tendering </li></ul><ul><li>Native vs Partnering </li></ul>
  24. 24. Going ahead <ul><li>More sophisticated view of our consumers </li></ul><ul><li>Keep listening to the consumer and building on the communication methods they use – making ourselves accessible </li></ul><ul><li>Consider apps as a way of generating content and information valuable to our core focus </li></ul>
  25. 25. Create awareness
  26. 26. Thoughts and questions? <ul><li>David Egan </li></ul><ul><li>Manager, Web Services and Online Engagement </li></ul><ul><li>VicRoads </li></ul><ul><li>E [email_address] </li></ul><ul><li>T @degan1970 </li></ul>