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Department of Industry improves services to Australian businesses

Business situation

The Australian Government’s Department of Industry, Innovation & Science works with Australian industry, businesses and other stakeholders to achieve its vision of enabling growth and productivity for globally competitive industries.

However, businesses struggled to access government services and information to find what they need. To transform the way it connects with and supports business, it launched the Single Business Service Programme. As part of this initiative, the department wanted to redevelop its website to be a key channel for Australian businesses to engage with the government, which meant improving the site’s customer experience via greater personalization, user-centric design and mobile access.

“Our users told us they wanted less clutter, clearer content and features to help them find information quickly and easily so they can focus on running their business. The new website has a clean, user-tested design and features which help businesses find what they need.”

Clive Rossiter General Manager of the Single Business Service Programme at the Department of Industry, Innovation and Science

Solution

Avanade was the successful tenderer for the Digital Channel Transformation (DCT) Project- one, project within the Single Business Service Program.

Since the project started, the Avanade team has worked in conjunction with the department to implement user-centred design, agile methodologies and cloud solutions, namely Sitecore and Microsoft Azure.

The outcomes of the DCT Project included a new design, an improved information architecture and features to help businesses find information quicker and easier.

Results

The department now has a newly designed and operational user-centric website with streamlined information architecture and improved discovery tools that enables users to find business information quickly and easily (e.g., grants and assistance and advanced search).

Demonstrating the department’s ability to lead by example, they have been innovative inside and out. The department is an early adopter for federal government agencies to go to the public cloud, and they also led by using a genuinely user-centred and agile approach.

In one year, the website had over 13 million unique page views and its contact centre handled over 80,000 calls.

User studies reveal that users are engaged and at ease with the new website. It meets their needs and it also better directs them along the right path to ensure they find what they are looking for.

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TECHNOLOGY

Sitecore

Great customer experiences come down to people.

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