Presentation by Craig Thomler, Managing Director, Delib Australia, 12 September 2012.

1. Victorian Government
Digital Innovation Review
Craig Thomler
Managing Director
Delib Australia
12 September 2012

2. ‘Digital innovation’ – how it was defined for
the Digital Innovation Review
The use of digital channels, tools and relevant
methodologies to improve the operation of
organisations and the delivery of services
Within government this includes the use of
social media and Government 2.0
approaches and channels, as well as broader
use of online tools to improve agency
management, policy development and service
delivery

3. Digital Innovation Review included
Assessment of the digital readiness of Victorian citizens
and their capability and interest in engaging state
agencies through digital channels
Audit of digital innovation in Victorian agencies, including
written and oral interviews
A survey of Victorian public servants regarding personal
and agency use of digital channels
Environment scan of agencies around the world to identify
digital innovation good practice
This presentation & a full report (to come)

4. Overall findings
The Victoria Government has been a digital
innovation leader in Australia with much to be
proud of, but can’t afford to coast on past
success
The change program is well underway, however
it needs reinvestment in support and training to
gain momentum and move forward

5. Key points
Victoria had a strong start, The Government’s digital
but risks losing momentum talent pool is strong, but
without a continued focus small – many officers are
and effort on innovation still unsure about what they
are permitted to do or what
Austerity budgets bring risks is possible
as well as benefits for digital
Some digital activity is being
deferred, meaning benefits will take
Some agencies have firmly
longer to realise embedded digital in
Other agencies using digital to realise their ‘DNA’, but most are still
cost-efficiencies building foundations

6. Victoria’s digital citizens

7. Overview
Online is increasingly the number one channel used to
engage with government
Australia is one of the most connected nations and
Victoria one of the most connected states
Areas of disadvantage remain: older and disabled
Australians, remote communities
Victorians are the most active Australian social networkers
Mobile is growing faster than people think
The lounge room is the next frontier

8. Quick stats – positives
99% of Victorians access
the internet
79% of Victorian
households have
internet access
70% of online Victorians
use social media
51% of Australians
16+ own smartphones
Sources: Yellow Social Media 2012
Interacting with Government 2011

9. Quick stats – positives
51% of Australians
16+ own smartphones
85% of Vic smartphone
users access social
media
76% of Vic smartphone
users access the internet
Sources: Yellow Social Media 2012
Interacting with Government 2011

10. Quick stats – positives
80% of main televisions
in Australia are digital
63% of Australian
households have game
consoles
Sources: Television Sets in Australian Households 2011
Digital Australia 2012

11. Quick stats – challenges
81% of Melbourne h/holds
have internet access
60% of Mallee h/holds
have internet access
50% of disabled Victorians
accessed internet (2009).
Represents 16% of
Victorians
38% of older (65+) Victorians
accessed internet (2009).
Represents 17% of Victorians
Source: ABS Household use of
information technology 2011

12. Quick stats – social media use in Victoria
No. Vic. users % Victorians
59%
Facebook 2,674,740 (aged 13+)
16%
LinkedIn 657,953 (aged 18+)
12%
Twitter 500,000 (aged 18+)
22%
Post in an online community or forum 912,867 (aged 18+)
28%
Read blogs 1,161,830 (aged 18+)
5%
Maintain a blog 207,470 (aged 18+)
4%
Contribute to wikis 165,976 (aged 18+)
Sources: Yellow Social Media 2012
Interacting with Government 2011

13. How Victoria compares versus other
Australian state/territory jurisdictions
National
Rank Usage Rating
Average
Internet use
Access the internet 2nd 99% 98% 
Household internet access 3rd 79% 79% 
By older people (aged 65+) 7th 38% 41% 
By persons with a disability 7th 50% 57% 
Metro/rural connection divide (small is better) 6th 21% 18% 
1st  4th/5th/6th  Sources: Yellow Social Media 2012
Legend: ABS Household use of
2nd/3rd  7th/8th  information technology 2011

14. How Victoria compares versus other
Australian state/territory jurisdictions
National
Rank Usage Rating
Average
Social media use
Social media use (by internet users) 2nd 70% 62% 
Facebook use (by social media users) 3rd 98% 87% 
LinkedIn use (by social media users) 2nd 19% 16% 
Twitter use (by social media users) 3rd 15% 14% 
Google+ use (by social media users) 5th 9% 8% 
Post reviews/blogs (by social media users) 2nd 27% 24% 
Read reviews/blogs (by social media users) 3rd 70% 68% 
1st  4th/5th/6th 
Legend:
2nd/3rd  7th/8th  Source: Interacting with Government 2011

15. How Victoria compares versus other
Australian state/territory jurisdictions
National
Rank Usage Rating
Average
Mobile
Use SMS/text messaging (AGIMO 2011) 8th 79% 81% 
Use web via mobile device (AGIMO 2011) 4th 38% 37% 
Use mobile apps (AGIMO 2011) 6th 33% 39% 
Use a tablet computer (Google 2012) 4th 11% 12% 
1st  4th/5th/6th 
Legend: Sources: Interacting with Government 2011
2nd/3rd  7th/8th  Mobile Planet Google/IPSOS 2012

16. Their last government contact by which
channel for Victorians?
34% Commonwealth
State Government 28%
35
20%
% 30 17%
%
21
%
15
% Local Government
32%
29%
19% 20%
Via internet (including egovernment use)
Via landline telephone
Made in person
Via post
Source: Interacting with Government 2011

17. How Victorians rate state agency sites
(compared to how NSW/QLD residents rate their own state government’s sites)
Excellent =
Source: Interacting with Government 2011

18. Citizens and government
Victorians are able and willing to interact with
government online
Victorians were generally happy with the quality
of Victorian Government websites, rating them
highly for content and ease of use
HOWEVER had concerns over finding
information in sites
Source: Interacting with Government 2011

19. Victorian public service

20. Approach
An online survey was held over three weeks in July 2012
Widely distributed over a number of digital platforms
Received 173 completed surveys
Respondents from every Victorian Government
department
Included a diverse range of professions

21. Professions of respondents
• Policy officer/analyst
• Online
communicator/web
manager
• Manager/team leader
• Project
manager/officer
Source: Digital Innovation Review 2012

22. Key findings
Respondents had a good
understanding of social media, Largest barriers to using
most believed they understood Gov 2.0 were:
it better than their agency
1. Budget/resourcing
Respondents had a mixed
2. Leadership within
understanding of Gov 2.0, agencies
however most believed it would
3. Security risks
assist their agency in meeting
its goals

23. Level of understanding of social media and
Government 2.0
Government 2.0
Gov 2.0 understanding was mixed,
however slightly stronger personally
than by agency
Social media
Strong personal understanding of
social media, however respondents
though that their agencies lagged
Source: Digital Innovation Review 2012

24. Why did Victorian public servants rate their
agencies in this way?
25%
Lack of communication or education
31%
Risk, fear and conservatism 12%
12%
Technology limitations
Lack of resourcing 7%
(Lack of) practice using platforms
21%
Maturity and age-related factors
28%
Positive comments
30%
Other
Source: Digital Innovation Review 2012

25. Can Government 2.0 assist agencies?
Source: Digital Innovation Review 2012

26. Benefits of Government 2.0
% of
Respondents
Improved services to the community 55%
Increased citizen participation in government 53%
Increased innovation within government 53%
Improved government transparency 53%
Better understanding and appreciation of the government 49%
Collaboration with external stakeholders 48%
Improved policy development processes 34%
Collaboration between agencies 32%
Collaboration between governments 25%
Other 8%
Source: Digital Innovation Review 2012

27. Barriers to Government 2.0 adoption
% of
Respondents
Lack of budget (RESOURCING) 49%
Lack of clear leadership within the agency (LEADERSHIP) 41%
Security concerns (RISK/EDUCATION) 40%
Uncertainty regarding what resources (staffing) are available
36%
(RESOURCING)
Technical expertise/ability (EDUCATION/RESOURCING) 32%
Lack of clear mandate from government (LEADERSHIP) 25%
Legal concerns (RISK/EDUCATION) 23%
Lack of a compelling need or reason (EDUCATION) 14%
Other 9%
Source: Digital Innovation Review 2012

28. Majority of respondents were using
social media in stakeholder engagement
64% using social media
either with government
and/or non-government
stakeholders
Source: Digital Innovation Review 2012

29. Has social media helped stakeholder
engagement?
To what extent do you agree that the use of social media and networking tools
helped you more effectively carry out your work with these stakeholders?
Source: Digital Innovation Review 2012

30. Why has social media helped stakeholder
engagement?
Source: Digital Innovation Review 2012

31. Victorian Government agency use of social
media tools
% of
Respondents
Microblogging (eg. Twitter) 45%
Internal microblogging (eg. Yammer) 44%
Social networking (eg. Facebook) 42%
Blogs 38%
Video sharing (eg. YouTube) 36%
Mobile apps 32%
Forums 30%
Professional networking (eg. LinkedIn) 28%
SMS communication 26%
Source: Digital Innovation Review 2012

32. Victorian Government agency use of social
media tools (cont)
% of
Respondents
Extranet wikis (eg. Wikipedia) 23%
Other 17%
Groups (eg. Google groups) 14%
Presentation sharing/viewing (eg. Slideshare) 11%
Photo/picture sharing (eg. Flickr) 10%
Ideation systems (eg. Ideascale) 5%
Virtual worlds (eg. SecondLife) 2%
Augmented reality (eg. Layar) 1%
No/Don’t know 8%
Source: Digital Innovation Review 2012

33. Level of use of social media by purpose
Victorian Government versus Commonwealth
Vic. Gov. Aust. Gov. Difference
Operating an information campaign 47% 42% 5%
Stakeholder engagement or collaboration 45% 54% -9%
Internal collaboration 36% N/A N/A
Engaging or collaborating with other agencies 27% 41% -15%
Responding to
25% 42% -17%
enquiries/comments/complaints
For public consultation processes 24% 27% 3%
Monitoring views and activities 22% 29% -7%
For engaging with journalists & media outlets 17% 41% -24%
Restricted access consultation process 12% 22% -10%
Policy or services co-design 6% 12% -6%
Source: Digital Innovation Review 2012, eGovAU Commonwealth FOI 2012

34. Perceived agency position on social media
Source: Digital Innovation Review 2012

35. Who is seen as leading?
CAVEATS:
• Represent perception of survey respondents
• Small sample from each agency
• Ignores scale of activities
• Subjective viewpoints
If staff are unaware of an agency’s social media and
Government 2.0 activities or guidance, are they
operating with a full toolkit?

36. Who is seen as leading?
Seen as leading
Department of Justice 1st
Department of Premier and Cabinet 2nd
Department of Planning and Community 3rd
Department of Business and Innovation 4th
Department of Primary Industries 5th
Department of Sustainability and Environment 6th
Department of Health 7th
Department of Education and early Childhood Development 8th
Department of Transport 9th
Department of Human Services 10th
Department of Treasury and Finance 11th
Source: Digital Innovation Review 2012

37. Summary
Social media understanding amongst public servants was
strong, while Gov 2.0 understanding is mixed
While lack of communication and education was the main
reason respondents felt agencies lagged in Gov 2.0 and
social media, resourcing and leadership were seen as the
main barriers to activity
Victorian agencies already use a wide range of digital
channels for engagement – there’s lots of experiences to
share across the VPS
Internet is an essential tool for Victorian public servants
(some other jurisdictions are still debating if it is
necessary for public servants to have access)

38. Digital innovation position

39. Digital innovation benchmark
Considered seven areas:
• Staff empowerment
• Agency operations
• Environment scanning
• External communication and engagement
• Service delivery
• Open government
• Platform sophistication

40. Digital innovation benchmark
Rated overall Victorian Government (not agency)
performance compared to Australian and global
jurisdictions
Subjective, not objective benchmark – designed
to highlight key areas and provide guidance
Rating system: (vs Australian/International)
Strong/Strong = 
Strong/Average, Average/Strong, Average/Average = 
Average/Weak, Weak/Average = 
Weak/Weak = 

41. Digital innovation benchmark
Compared to Compared to
other Aust. global best Rating
jurisdictions practice
Staff empowerment
Leadership Average Weak 
Capability Average Weak 
Agency operations
Staff engagement Average Weak 
Intra-agency collaboration Average Average 
Inter-agency collaboration Strong Average 
Management and governance Average Average 
Strong/Strong Average/Weak
Legend:
Strong/Average, Average/Average  Weak/Weak 
Source: Digital Innovation Review 2012

42. Digital innovation benchmark
Compared to Compared to
other Aust. global best Rating
jurisdictions practice
Environment scanning
Website monitoring & reporting Strong Average 
Social media monitoring & reporting Average Average 
External communication & engagement
Informing Strong Strong 
Consulting Average Average 
Involving Weak Weak 
Collaborating Weak Weak 
Empowering Average Weak 
Strong/Strong Average/Weak
Legend:
Strong/Average, Average/Average  Weak/Weak 
Source: Digital Innovation Review 2012

43. Digital innovation benchmark
Compared to Compared to
other Aust. global best Rating
jurisdictions practice
Service delivery
Online services Average Average 
Mobile services Strong Strong 
Open government
Open data Average Weak 
Copyright Average Average 
Freedom of information Average Average 
Strong/Strong Average/Weak
Legend:
Strong/Average, Average/Average  Weak/Weak 
Source: Digital Innovation Review 2012

44. Digital innovation benchmark
Compared to Compared to
other Aust. global best Rating
jurisdictions practice
Platforms
Web Average Average 
Social media Average Average 
Mobile Strong Strong 
Maps Average Average 
Strong/Strong Average/Weak
Legend:
Strong/Average, Average/Average  Weak/Weak 
Source: Digital Innovation Review 2012

45. Doing well
External communication and engagement
• Informing
• Rated well in Interacting with Government report
compared to other states
• Strong performances from sites such as Better Health
Channel
Service delivery / Platforms
• Mobile services / Mobile
• Strong range of apps (40), using a range of
approaches
• Second generation apps in pipeline

46. Areas to focus on
Staff empowerment
• Leadership
• Develop a continuing mandate for digital innovation
• Continue building senior understanding of digital
innovation capabilities
• Capability
• Continue building expertise across agencies,
leveraging the existing pool of talent
• Build whole-of-government digital capabilities that
allow agencies to cost-effectively engage online

47. Areas to focus on
Agency operations
• Staff engagement
• Build on the VPS hub, with functionality agencies can
leverage through their own intranets and even co-
invest in
• Encourage broader participation in the Hub, particularly
amongst senior leadership to model behaviour for
other staff
• Provide training and support tools to build staff
engagement capability

48. Areas to focus on
External communication and engagement
• Involving, collaborating, empowering
• Formally endorse the use of online channels for
engagement activities
• Develop guidance for agencies seeking to incorporate
online at different stages of engagements, including
model processes integrating online and offline
• Consider the introduction of engagement platforms as
a panel agencies can draw on, or via whole-of-
government central hosting, which can be accessed by
agencies as required to support their specific
engagement needs

49. Areas to focus on
Open government
• Open data
• Build on the first generation data.vic.gov.au site to
provide capabilities that broaden its public reach and
appeal and to make it easier for agencies to upload
and maintain data in reusable formats
• Consider the platforms now available for open data
sites and whether they offer advantages over a
custom-built platform, or can be learnt from
• Develop guidance and support within agencies to help
the creators of data to design data collection and
analysis processes to make open data release easier
and more seamless

50. Questions?
Craig Thomler
craig@delib.net
@CraigThomler
0411 780 194