Victoria

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Victoria Online
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Presentation Map

• Introduction to Global Reviews
• Dimension Benchmark
• Example Online Retail
• Dimension Survey
• Example Health Insurance
• Dimension Tailored Services
• Example State Govt. Portal
• Conclusion

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What is Global Reviews

• Global Reviews evaluates the users experience
  provided by the online interface
• Matching user objectives with delivery
• Benchmark against industry-based criteria
• Retailers ? Directories
• Health Insurance ? Airlines
• Supported by consumer survey product
• Assess consumer priorities online
• Used to weight criteria
• Actionable Recommendations

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User Experience
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Government Online

• Strengthen Brand
• Improve experience
• Visible achievement
• Exceed expectations

• Reduce Costs
• Cheaper servicing
• Less administration cost
• More control over process

• Access to Service
• More accessible
• Less time consuming
• Higher level of service

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Five Phases of Performance
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Benchmark
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Dimension Benchmark

• Establish best-practice benchmark
• Evaluate clients
• Compare to competitors
• Consider consumer preferences
• Provide recommendations

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Benchmark Methodology
Industry
Input
Consumers
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Example Online Retailers

• Categories of assessment
• Site Usability ? Fulfilment
• Product Content ? Customer Service
• Security Trust
• 60 major online retailers
• 352 criteria in the benchmark
• Conducted in early November
• Average is 78 up by 1 from Spring
• Several site upgrades for Christmas

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Example Fulfilment

• Average 64 (Sept 61, Jun 65)
• Best Score Coles Online (77)
• Greengrocer (75)
• Lowest Score Footyshop (50)
• Grocers are always the top in this category
• Delivery times can slip
• Correct products are delivered or refunded

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Performance across 2001
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Case Study Spotlight Online

• Huge Australian-based homeware and haberdashery
  chain
• Strong online presence
• Generating online sales and offline sales
• Building the brand
• GR asked to assess
• Areas of weakness and strength
• Position within industry
• Impact of above on business
• Recommendations to improve
• Infrastructure R.O.I.
• Brand consistency across channels

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Case Study Spotlight Online

• Series of recommendations focusing on improving
  the business
• Response to date
• "Global Reviewsgave us real and tangible ideas
  to help improve. We are very happy with our
  decision to subscribe and feel that the positive
  enhancements to our business will be swift,
  effective and very powerful. Jono Gelfand,
  Marketing Manager
• Only a few implementations completed, but so far
  consumers reported to be providing very positive
  feedback

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Survey
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Dimension Survey

• Online surveys cover
• Customer behaviour
• Customer opinion
• Valuable insight for clients
• Results provide data for benchmark
• Guide investment decisions
• Enable prioritisation of recommendations

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Example Health Insurance

• Surveyed online Jan 1-24, 2002
• Total number of respondents 1354
• Male/Female Split 44 / 56
• Age distribution
• lt 18 y.o 1.4
• 19-25 y.o 13.6
• 26-35 y.o 43.7
• 36-50 y.o 36.2
• gt 50 y.o 2.0

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Survey Internet Usage

• Did you use the internet when making your Health
  Insurance transaction?

Would you use the internet when making your
Health Insurance transaction?
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Survey Satisfaction

• How satisfied were you with your Health
  Insurance internet experience?

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Survey Trends

• Trends follow other industries
• Less than 30 used the internet to transact last
  time
• Over 53 will probably use the Internet to
  transact next time and 30 might use it
• Only 39 were Quite Satisfied with their past
  experience
• Conclusion
• Health funds need an online presence
• There is a market opportunity

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Tailored Services
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Dimension Tailored Advice

• Flexible application of expertise
• Develop unique project plan
• Apply a mixture of tools
• Engage external expertise
• Provide recommendations that focus on client
  objectives

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Example Govt. Portal Project
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Interpret and Add

• Develop framework for user experience by
  combining
• User Opinions and Wants
• Government Policy
• Existing Vic.gov.au Service
• Solutions Employed Globally

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Government Portal Models
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Initial Research Indications

• Increasing user sophistication in last 2 years
• Govt. portals go beyond presenting information
• Bi-directional Communication
• Interaction and Task Fulfilment
• Push Policy Messages
• Menu Operations
• Engaging Presentation and Information
• Maintain pace with user development

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Conclusion

• Unique blend of methodologies
• Experience across range of industries
• Recommendations to illicit greater R.O.I.
• Range of happy clients
• John Fairfax Holdings
• Spotlight
• Air New Zealand
• Fosters Brewing Group
• Woolworths