1. Website Redesign

The Issue:

  • A website that had "evolved" over a number of years and through various Department restructures and additions.
  • The inclusion of a voluminous amount of information and application (including legislative requirements) each relevant to a particular stakeholder/customer group but difficult to locate and use.
  • An identified need for the website to become an extension of the Department's image (professional, responsive, accurate) and be more readily used (and liked!) by clients and stakeholders.

Actions:

Research Solutions developed a customer/stakeholder research programme to assist with the redesign process including:

  • Internal information gathering - workshops with staff responsible for the website in relation to their perceptions and anecdotal feedback from clients/stakeholders.
  • Desk research to identify sites satisfying similar information requirements and "best practice" layouts, navigational and customisation tools.
  • Client and stakeholder workshops designed to seek feedback regarding the current site and reactions to a series of new concepts and designs.

Results:

  • A series of customer driven strategic recommendations to guide the website redesign.
  • Following the relaunch of the website in April 2008, a similar customer feedback project was implemented to obtain feedback and fine-tune the site in its new format.
  • Statekeholders and clients continue to be involved (via a website feedback process) in the evolution of the site.

What they said:

At the conclusion of the project, our Department contact commented that:

"Before we started this project I felt like I had all the pieces of a jigsaw puzzle but no picture to help me put it together.  Now I have a picture."

And during the post launch participants commented that:

"For a government site I think it's really good.  Things are now easier to find and I think some of the content has improved."

"It's just so nice to see that lots of things that I talked about - they were taken on board and I can see the results here."


2.  Understanding and Planning for New Markets

The Issue:

  • A need for a better understanding of the attitudes towards, potential uses for, and the size and anticipated growth of the recycled organics market in Western Australia over the next 8 years.

Actions:

Research Solutions developed a broad based comprehensive study for the State Department involved, targeting composters and six key target market segments:

  • Urban Amenity – landscaping, local government, nurseries, major development projects, State Government, sport, recreation and leisure.
  • Intensive Agriculture – nurseries, fruit and orchards, market gardening, cut flowers.
  • Extensive Agriculture – pasture, broad acre, forestry.
  • Rehabilitation – landfill cover and rehabilitation, erosion control and catchment management, land reclamation, restoration.
  • Enviro-remediation – contaminated sites and soils, water purification, bio filtration.
  • Bio fuels – gasifaction/pyrolysis, power stations, anaerobic digestion, ethanol, incineration, firewood.

The research program included:

  • Extensive desk research in regard to the individual target markets, including growth patterns both here and overseas.
  • A series of 40 in depth interviews with operators across each sector.
  • A 15 minute telephone survey involving a sample of 313 composters and members of the target markets.
  • Detailed statistical analysis and modelling to estimate target market growth rates until 2012.

Results:

  • A comprehensive report detailing the size, characteristics and expected growth of each of the target markets identified.
  • A series of clear recommendations for the Department to consider addressing:
    • Product quality and quality assurance
    • Education
    • Industry leadership


 3. Strategic Planning – Environmental Resources

The issue: 

  • A need for a better understanding of community attitudes towards a key iconic feature of Perth  - the Swan and Canning Rivers.
  • Additional information regarding how the community would  prioritise and balance their future development.

Actions

In response to the brief developed for this project (known as the River Values Study) Research Solutions developed a comprehensive community research program which comprised:

  • A series of focus groups, designed to explore, in depth, values attached to the river as an environmental and cultural resource as well as aspirations for its future.
  • A multi staged telephone involving a sample of 400 Perth residents and included:
    • Initial contact by phone
    • The mail out of survey information
    • Recontact by phone to complete a questionnaire
  • This process allowed respondents to consider a range of river environment, development and conservation “options” and then prioritise each according to their attitudes and future aspirations.

Results:

  • A comprehensive report, since published by the Department involved in a monograph series, which:
    • Reinforced the iconic nature of the Swan and Canning Rivers to the Perth community and its importance as both an existing and intergenerational resource
    • Highlighted water quality as a key issue over the next decade, for which residents were prepared to make some type of sacrifices at home, including a change to and/or limiting the use of fertiliser