Client situation
- Government agency felt ‘unable’ to interact with citizens online due to perceived risks.
- Minister frustrated by issues appearing in mainstream media ‘without warning’.
- Increased industry malpractice and media attention had created a perfect storm.
- Legacy social media attitudes had inadvertently ‘paralysed’ team with fear –
no profiles, processes or technology in place to monitor online conversations. - Agency leadership felt pressured to respond but ill-equipped to act.
Propel’s approach + actions.
- Consulted key stakeholders to map known limitations and sensitive topics.
- Surfaced valuable citizen conversations via social media listening to pinpoint issues.
- Designed a strategy and operating model, including establishing a digital listening centre
to track and analyse real-time conversations. - Trained and mentored frontline teams so they could find and report issues quickly.
- Helped program leads demonstrate risk reduction benefits of their work to Executive.
Thank you for all of your help
and support over the past two years. We finally have things going the way we want.
Outcomes delivered.
- Recovered approx. $3-5 million of funding by identifying previously hidden malpractice.
- Helped audit teams take quick action and use citizen insights to shape industry policy.
- Minimised risk of unforeseen issues appearing in mainstream media.
- Secured long-term headcount and technology budget from Executive.