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Department of Transport Staying Agile with Commuter Sentiment

Department of Transport
Department of Transport

Bastion Insights was appointed by the Department of Transport to take over management of the existing member community and to upscale it to better suit the current and anticipated future needs of the Department, particularly with respect to its expanded transport remit.

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The Department of Transport (formerly Public Transport Victoria) had been running a community of public transport users for several years, with an active member base of about n=350. With the growth and changes to the public transport network as well as the integration of Public Transport Victoria into the broader Department of Transport, came a need to review its community. In particular, there was a recognition of Victorian’s as multimodal transport users driving a need to consider other modes, such as cars, motorbikes, trucks, bicycles and pedestrians, alongside the core community of public transport users.

To meet this need, Bastion Insights was appointed to take over management of the existing member community and to upscale it to better suit the current and anticipated future needs of the Department, particularly with respect to its expanded transport remit. The new community is being upscaled with an aim of building it to n=3,500+ members, covering all modes of transport. It has been designed to be extremely flexible in the size, scope and nature of research activities being covered, including qualitative discussions, quantitative surveys and user experience pieces.

Bastion continues to conduct qualitative and quantitative research activities on a regular and ongoing basis among the commuter community, typically delivering 50 – 60 activities in a year. From a comms perspective, we help from comms input and development through to evaluation and optimisation. Of most critical importance to the Department is the need for insights to be delivered in a way that is nimble and agile in order to facilitate fast decision making across various internal stakeholder departments.

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