Access and Utilisation of Online Resources within Victorian Community Service Organisations

1
Access and Utilisation of Online Resources within
Victorian Community Service Organisations

• A survey for the Office of the Community Sector
• Report by Infoxchange Australia
• June 2009

2
Purpose

• The purpose of this project was to conduct a
  survey of the community service sector to gather
  data which could be analysed to gain an
  understanding of how Community Service
  Organisations (CSO) make use of online resources,
  what online resources are used and establish what
  further resources could be made available that
  will improve governance, management and
  leadership across the CSO sector.
• In Australia there are three levels of Government
  Commonwealth, State and Local - each
  contributing funds and resources to provide
  services for the welfare and well-being of
  communities and individuals. These funds are paid
  to CSOs who then deliver a range of services and
  activities either under contract to the body that
  has provided the funding.
• There is also a significant number of CSOs that
  operate on a voluntary basis with funds generated
  from their own fund raising activities.

3
Overview

• Infoxchange Australia was contracted by the
  Victorian Office for the Community Sector
  (Department of Planning and Community
  Development), to explore the use that Victorian
  Community Service Organisations made of online
  resources to carry out their primary business
  functions.
• Infoxchange Australia is a leading not for profit
  social enterprise and has been at the forefront
  of encouraging the use of ICT to improve the
  effectiveness and efficiency of the community
  service sector for over 20 years.
• Over the next five years Australia will undergo a
  communications revolution due to the delivery of
  the National Broadband Network. This is not
  simply about faster e-mail, it is about a
  revolution in the way business is transacted.
  The Victorian Community Service Sector needs to
  be positioned so that it can take advantage of
  the opportunities that will present.

4
The Survey

• Infoxchange Australia and the Victorian Office
  for the Community Sector jointly designed the
  survey to discover what internet resources are
  being used by community sector organisations in
  Victoria to improve the management and the
  operation of their organisations, and to find out
  about their general internet capabilities.
• The survey comprised 27 questions divided into
  seven sections
• Your Details
• Your use of the internet for work
• Your Organisations use of the internet
• Finding information and services
• How your organisation uses online tools
• Reporting stats to your funders
• Training and the internet.

5
Methodology

• Infoxchange Australia used an online survey tool
  to seek information from Victorian Community
  Service Organisation workers about their usage of
  the internet. The survey was available online for
  five weeks.
• A invitation to participate in the online survey
  was sent by direct email to Infoxchanges
  Victorian community sector email list which is
  drawn in part from the Infoxchange Service
  Seeker, the most extensive directory of community
  service organisations in Victoria
  (www.serviceseeker.com.au). The survey was also
  publicised in the Infoxchange Infocast which is
  distributed weekly to over 50,000 email
  addresses, and on the Infoxchange website. As a
  reward for participation, respondents were
  entered for a draw to win an eeePC netbook.
• Minimal personal details on the respondents were
  collected and all privacy requirements have been
  followed. The personal information will be used
  solely to enable the respondents to receive a
  summary of the findings of the survey.
• Only one survey response was permitted per
  respondent and this was controlled using access
  controls in the Opinio survey tool. None of the
  questions were mandatory and questions were
  deliberately made optional to encourage fuller
  participation.

6
The Responses

• There were 281 responses, of which 235 reached
  the final page of the survey a completion rate
  of 83.62.
• All responses were used when analysing the data.
• It was designed to take approximately ten minutes
  to complete. The average time taken to complete
  the survey was 9 minutes

7
Summary of Key Findings

• While the majority of workers who responded to
  this survey felt comfortable using computers and
  internet technologies there was a significant
  minority who felt uncomfortable with the
  technology.
• While there is widespread access to the internet
  and online productivity tools the community
  service organisations have not been overly
  adventurist in adopting the use of these tools in
  the workplace.
• Email communications is used by the vast majority
  of workers but this is primarily focused on
  communication within their organisation or with
  colleagues. 
• Use of internet based applications is very
  limited and the use of social networking tools or
  Web 2.0 applications is virtually non existent.

8
Summary of Key Findings

• Most use internet at work on a daily basis with a
  majority accessing email at home for work
  purposes
• Most common method of reporting statistics to
  funding bodies are done by email.
• Almost a quarter experienced technical
  difficulties reporting to funders.
• Using a form on a funders website is the least
  problematic method.

9
Summary of Key Findings ( )

• Social Networking Tools like Twitter, Facebook,
  LinkedIn are rarely used for work purposes.
  Blogging is not rated as useful.
• As a resource, the internet is more often used to
  find information on funding sources, taxation,
  governance, and employment issues.
• Web-based applications are not used for business
  related activities by the significant majority of
  organisations.
• One in five use an email newsletter application.
• Only a few use online client relationship
  management applications or online project
  management tools.

10
Summary of Key Findings ( )

• Technologies such as instant messaging, podcasts,
  videocasts, blogs. RSS, VOIP, skype, internet
  phone, video conference over the internet
  indicated a low uptake.
• Top 5 issues that cause problems when using the
  web were identified to be
• Pop-ups
• Asking for more details (register, pay) to get
  more info
• Internet slow (to download pages)
• Security (sharing personal information)
• viruses

11
Community sector organisations awareness of
online governance and management training
resources and services
1
12
How confident do you feel using Computers,
Internet and Email?
1a

• 73 indicated that they have a good functional
  level of IT literacy
• However 17 indicated they felt very
  uncomfortable with these technologies.
• 59 rated themselves as confident in using the
  internet and 17 rated themselves as expert.
• 57 rated themselves as confident in using email
  and 21 rated themselves as expert.

13
How confident do you feel using Computers,
Internet and Email?
1b
14
Where do you access the Internet from for work
purposes?
1c

• Over 90 use the Internet at work on a daily
  basis.
• 3 never use the Internet at their workplace or
  do so less than once a month.
• 67 use their home Internet for work purposes at
  least once a week with 35 using it on a daily
  basis.

15
Where do you access the Internet from for work
purposes?
1d
16
How do you report statistics to your
organisations funding bodies?
1e

• 70 use electronic means to report to funding
  bodies either via e-mail, a software package
  provided by the funder or through a secure online
  form.
• 27 indicated that the process was sometimes or
  always difficult to do.
• Using an online form on the funders website
  appears the easiest method.

17
Online resources and services used, their
usefulness and frequency of use
2
18
These tools have helped me be more connected with
colleagues, clients or other organisations
2a
19
Email
2b

• Email is the most used tool, with over 80
  finding it very useful in keeping in touch with
  colleagues, organisations and clients.
• That figure rises to 100 for the organisations
  with 10 or fewer employees.
• 87 rate email newsletters as a useful tool.

20
Social networking
2c

• Tools like Twitter, Facebook, LinkedIn are rarely
  used in the sector for work purposes.
• Only 4 of respondents rated Twitter as a useful
  communication tool.
• Smaller organisations tend to rate these tools
  slightly higher than large organisations.

21
Blogging
2d

• 24 of respondents read blogs.
• 11 read blogs at least monthly.
• Out only 14 say they find blogs useful in
  staying connected to people in their area of
  work.
• Only 6 of people in organisations with more than
  100 employees say they find them useful.

22
Which of these Community websites do you or your
staff visit and how often?
2e

• Below are the four most popular websites in this
  survey, in order of overall popularity.
• Website Weekly or monthly Occasional
  visitor Never visit or dont know
• Infoxchange 51.03 32.10 16.88
• Our Community 30.33
  29.92 39.75
• VCOSS 14.58 35.83 49.59
• Volunteering Victoria 11.52
  34.98 55.50
• Several other websites not on in this list were
  mentioned by respondents, including those of peak
  bodies such as VAADA, Arts Victoria, FaHCSIA,
  ANHLC and AER. Other sites mentioned included
  resources on immigration, education, employment
  and welfare.
• Note that this represents a subset of the
  community sectors use of websites and not these
  websites overall popularity or usefulness.

23
Which of these Government websites do you or your
staff visit and how often?
2f

• Website Weekly or monthly Occasional
  visitor Never visit or dont know
• DHS Human Services Directory 31.82
  45.87 22.31
• Vic Health 25.61
  52.03 22.36
• DHS FundedAgency Channel 33.06
  29.34 37.60
• Centrelink 25.84
  35.83 38.38
• Govt tender sites 17.43
  26.56 56.02
• DPCD 18.18 25.21 56.61
• OCS 6.72 16.81 76.47
• The OCS website does not appear to be well known
  amongst the community service organisation staff
  who responded to this survey.

24
Where do you usually go to find information?
2g
25
to the Internet
2h

• The Internet is the preferred source of
  information in areas such as tax where there is a
  well-known, informative website (such as the
  ATO).

26
to print sources
2i

• The survey results indicated that print
  publications are not the preferred source of
  information for any area of work.

27
to organisations
2j

• Organisations are recognised as providing useful
  information in many areas, especially where
  advice is required.
• Information that is both factual and advisory
  such as employment, finances and welfare benefits
  - are served equally well by the websites and the
  offices of organisations such as Centrelink.

28
to personal networks
2k

• Some tasks, such as recruiting board members, are
  found primarily through personal contacts.
• Others, such as finding volunteers, are equally
  done via personal networks and via websites (such
  as Volunteering Victoria).

29
Does your organisation use web-based applications
to improve the way it works?
2l

• Over a third have an Intranet or document
  management tool.
• One in four can share an online calendar i.e.
  Outlook.
• Almost a quarter can collaborate on documents
  online.
• Almost 30 use an online referral system.
• Fewer than one in five use an email newsletter
  application.
• 8 use an online client relationship management
  application.
• 6 use an online project management tool.

30
Does your organisation use web-based applications
to improve the way it works?
2m
31
Does your organisation use any of these
technologies?
2n

• Web conferencing (28 have done it) is useful,
  especially amongst rural organisations
• Generally a low uptake of internet technologies
  with an average of 5 mentioning use of any of
  the following ( used weekly)
• Instant messaging, 15
• Podcasts, videocasts, 4
• Blogs, 5
• RSS, 3
• VOIP, skype, internet phone, 5
• Video conference over internet, 5

32
In the last couple of years have your staff or
board members had training in
2o
33
Who in the organisation accesses online resources
and training and who has responsibility for
managing the training?
3
34
How often do you use the internet at work to
3a

• 96 read their work email daily.
• 82 download official reports or research at
  least monthly.
• 62 order a product or service at least monthly.
• Other online activities such as online police
  or ABN checks or finding volunteers are done
  more occasionally.

35
Does your organisation provide training? If so,
which of the following are true?
3b

• 80 have employees who deliver training. That
  rises to 100 for organisations with 100
  employees.
• 71 of organisations have their own training
  room. That rises to 86 for larger organisations.
• 22 are Registered Training Organisations (RTOs).
  That rises to 35 for larger organisations.
• 67 have at least one staff member with a Cert IV
  or above training qualification. Rising to 91
  for larger organisations.

36
Capabilities of the workforce to use online
resources and the barriers to their use.
4
37
Do you think your organisation uses the internet
effectively?
4a

• 81 believe that they communicate effectively
  using the Internet within their organisation.
• 62 say they use the Internet well to assist in
  staff training and development.
• 61 say they uses the Internet well to streamline
  management processes.
• 58 say they use the internet effectively to
  communicate with existing clients.
• 55 believe that their organisation uses the
  internet effectively to reach out to new clients.
  
• 41 say they use it well to provide services to
  clients.

38
Which of the following cause you problems when
using the web?
4b

• Almost a fourth said that advertising and pop-ups
  are a particular annoyance.
• A third complained that websites require them to
  register or pay to access information.
• Internet is slow.
• One in ten reports annoyance that their browser
  often crashes.
• Access to websites being blocked in the workplace
  was mentioned by one in ten respondents.
• Virus or spyware is a major concern with one out
  of ten worried getting it.
• One out of ten worry about the security of
  personal information when using the Internet.

39
What further resources should be made available
online to improve the efficiency and
effectiveness of the direct service delivery
sector?
5
40
In which areas do you need to improve your
knowledge of whats available on the internet?
5a

• Funding is the primary information need as 16
  have indicated a need to improve knowledge on.
  Organisations are aware that there is funding
  information available online, but they need the
  time and knowledge to find it.
• There is a demand for governance training with
  12 reflecting an increased awareness of
  management requirements.
• Organisations require more knowledge of online
  resources and better understanding of online
  security rather than more technical skills.

41
In which areas do you need to improve your
knowledge of whats on the internet?
5b
42
The Respondents.
6
43
The Respondents
6a
More than half of the respondents have offices in
the metropolitan area, a quarter have regional
offices and one fourth have rural presence.
44
Role in the organisation
6b
Most of those who responded are industry
practitioners working in Support and Project
Officer roles. A significant number are leaders
as CEO or deputies.
45
Number of years worked in the sector
6c
Majority of the respondents have worked in the
sector for ten years or more.
46
Number of years worked for their organisation
6d
Almost a third of the respondents have worked for
their organisation for ten years or more. 40
worked for less than 3 years, with the rest an
average of 7 years.
47
Recommendations.
7
48
Recommendations
7a

• On Training
• This research project has identified nearly
  universal up take of access to computers and
  internet within the community services sector
  along with a high percentage of workers feeling
  comfortable using the technology.
• It is also interesting to note however that
  further training in ICT has been identified by a
  large number of respondents. There is a positive
  trend in terms of sector development and general
  interest in ongoing education and training.
• As a general indication of technology use for the
  purposes of training, the results are encouraging
  and provide opportunities for RTOs such as
  Infoxchange Australia to further expand flexible
  delivery methods.
• Looking for funding information, governance
  training and more knowledge of online resources
  and better understanding of online security
  rather than more technical skills are needed to
  directly address industry issues identified in
  this report.

49
Recommendations
7b

• On Managed Services
• Common activity and financial reporting templates
  that are available online would deliver
  significant benefits both for the CSO and the
  funding body.
• Provision of managed services including both
  hardware and applications will deliver
  significant cost and time savings.
• Shared managed services across the CSOs would
  also increase the satisfaction of people using
  the community service sector as CSOs would be
  able to share information and coordinate service
  delivery activities more effectively.

A key benefit of using ICT in the community
service sector will be seen in efficiency and
effectiveness improvements.
50
Recommendations ()
7c

• The idea of joined-up government is not new.
  This was to allow more efficient access into
  government, irrespective of where you entered the
  system. What is also important to address from
  the users of community service organisations
  perspective is a joined up CSO sector. This
  would see the delivery of true service
  coordination via electronic systems that have the
  ability to share data and manage information flow
  across the sector.
• This would allow smaller organisations to have
  equal access the tools and information systems
  used by larger well resourced organisations. Two
  things are required to achieve this
• A commitment of true partnership and
  collaboration from within the community service
  sector to agree to joined up service delivery.
• There is a need to address the multitude of
  electronic systems used across the community
  service sector, which range from large scale
  proprietary systems to small access database
  systems built by smaller CSOs with limited
  resources.

51
Recommendations
7d

• On Web 2.0
• It has been identified that the most common use
  of the internet has been email communication and
  that the use of online applications and programs
  is limited to information services such as
  service directories. This, coupled with the high
  understanding and general comfort with the use of
  technology, and low use of social networking in
  the sector lead to the opportunity of developing
  a platform from which to launch the new wave of
  engagement with the Community Sector
  Organisations and encourage a collaborative
  approach to integrating new ways of working
  together through Web 2.0 technologies.

52
Next Steps.
8
53
Next steps.
8a

• It is proposed to hold a workshop with key OCS
  staff and key Infoxchange staff to develop a
  strategic approach to implementation of the
  recommendations contained in this report.
• The workshop will provide a place for the OCS to
  seek clarification from Infoxchange on all
  aspects of this study and establish discussion