In February 2012, the Department of Human Services sought feedback, insights, and ideas on how we can enhance our website – humanservices.gov.au – to improve and enrich your online experience.
Over 650 customers and staff were involved in the online discussion. Discussion topics focussed on using new interactive technology, customising online experiences and making the website easier to use. We also asked participants to complete a short survey to gauge interest in a number of possible features including feedback options, mobile access, a ‘live chat’ function, video-conferencing, and social media options.
We received lots of valuable feedback and suggestions about humanservices.gov.au. You told us that the look and feel of the site could be simplified and improvements made to site navigation, and that the site should focus more on customer needs and less on corporate information. You also said the site should be mobile friendly so it’s easier to access and use from mobile devices. We have enhanced humanservices.gov.au in line with your feedback – it’s now mobile friendly, the navigation has been improved and the homepage has been redesigned.
You also told us what you think of various new technologies such as video-conferencing and ‘live chat’. You said that video-conferencing wasn’t an important feature and that we should focus on other improvements first. The majority of participants thought that a ‘live chat’ function, where users can communicate with a staff member in a text based chat session, would be beneficial. We held another online discussion from 12 – 22 June 2012, to find out more about how and when you would like to use ‘live chat’, and what your expectations of this function would be. We expect to begin trialling this feature with users from September 2012.
Your feedback will continue to influence our plans for the future of humanservices.gov.au including which features and improvements should be our priority.