We want Victorians to engage online with us quickly and easily, whether they are seeking general information, using our calculators, completing a digital form or paying their tax.
An important part of developing our online portals and services is involving key stakeholders in co-design and testing to ensure we build a product that meets their needs. For this reason, we benefited greatly from the viewpoints provided by conveyancing representatives for the Duties Online enhancements, industry bodies for the commercial passenger vehicle service levy portal, and from betting agencies for the wagering and betting portal.
Capturing feedback from everyday customers using our website is also a priority, and we do this in a number of ways. Regular user testing allows us to observe customers as they navigate the site and complete set tasks, while pop-up website surveys and on-page feedback questions are also valuable monitoring tools. By capturing and assessing a wide range of feedback from different types of website users, we are able to continuously improve our site’s content and functionality.
In 2018-19, there were 44.9 million page views across our website and online applications, with 7.6 million visitor sessions. Our applications account for 41% of online visitor sessions, of which 30% were Duties Online related.
Our land transfer duty calculator was once again in the top five most viewed web pages this year, and the land tax calculator was also very popular. In 2018-19, our decision tools attracted 152,671 views, an increase of 76% on the previous year.
Aside from the wealth of information and tools on our website, we engage our customers via a number of other online channels including:
- Email bulletins to 76,000 news subscribers.
- LinkedIn updates to over 1500 followers.
- SROMobile app providing calculators and a guide to current rates and grants.
Increasing our online services and payment options have also led to a 68% reduction in the number of cheques (103,356 fewer cheques) manually processed this year compared to 2017-18.