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.

1. Improving Service Delivery for Government
David Egan, Manager Web Services & Online Engagement
December 2011

2. Who are VicRoads?
Roads
Registration 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 result
Social media strategy
Policies
Mobile applications
Trial and learn

8. Video

9. Facebook for Customer Service

10. Facebook experience at VicRoads

11. Community consultation

12. Social Media Monitoring

13. Refocusing
VicTraffic
LiveDrive
SmartPark

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 Egan
Manager, Web Services and Online Engagement
VicRoads
E david.egan@roads.vic.gov.au
T @degan1970
http://slideshare.net/davidegan2