PTV

Strategy

Reimagine digital communication between the Victorian government and its citizens.

SERVICES RENDERED: Strategy, Insights, Data Collection, Research

The Challenge

As Victoria’s chief public transport authority, PTV sees over 42 million trips planned by customers via its various digital assets each month.  Artlivemedia was engaged to deliver a digital strategy across all current and potential digital assets for presentation to the CEO, executive team, endorsement by the Minister for Transport and realistic execution across a 3 year period.

Research

Insights

Strategy

The Solution

As Victoria’s chief public transport authority, PTV sees over 42 million trips planned by customers via its various digital assets each month. Artlivemedia was engaged to deliver a digital strategy across all current and potential digital assets for presentation to the CEO, executive team, endorsement by the Minister for Transport and realistic execution across a 3 year period. Artlivemedia took a customer, data and insights led approach, starting with the creation of a detailed customer journey mapped against existing segmentation. Artlivemedia synthesised insights from multiple reports, held stakeholder interviews across PTV internally and with network operators and implemented customer channel preferences survey alongside PTV’s research partner to ensure each component of the strategy was prioritised in line with data and driven by a deep understanding of customer needs.

The final delivery included a 20+ page detailed plan for each digital channel including high level best practice and recommended KPI’s and a supporting executive presentation. Channels covered included: Mobile Apps, Website and Search EngineOptimisation, Social Media, Digital Screens, OpenData, Email, SMS and Digital Contact Centres.

Testimonial

“Well done and thank you for your presentation today. It went down very well and showed a real evidence-based strategy with tactical deliverables to achieve long-term goals. Executive were very engaged.”

– Alan Fedda, Director of Customer Services, PTV

Channels covered included

Mobile Apps

Website & SEO

Social Media

Digital Screens

Open Data

Email

SMS

Digital Contact Centres

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