Broadband Economy Survey Results - Yarra Ranges Shireyarraranges.cecc.com.au/cb_pages/files/Yarra...

Yarra Ranges Opportunity Assessment for Economic and Community Growth through the Broadband Economy

Broadband Economy Survey Results

Centre for eCommerce and Communications

Lateral Plains

Prepared by:

Dr Helen Thompson

George Fong

Jennifer Corbett

Meghan Taylor

DOCUMENT SUMMARY

Status: Final

Version 1.0

Date Saved: 19 June 2011

Document: Yarra Ranges Opportunity Assessment For Economic And Community Growth Through The Broadband Economy: Broadband Economy Survey Results

Yarra Ranges Opportunity Assessment for Economic and

Community Growth through the Broadband Economy

‐ i ‐

Project team

Report prepared by:

Centre for eCommerce and Communications (CeCC)

Lateral Plains (LP)

Project team:

Dr Helen Thompson (CeCC)

George Fong (LP)

Jennifer Corbett (CeCC)

Barbara Fong (LP)

Kylie Turnville (LP)

Meghan Taylor (CeCC)

With support from:

Paul Feely (CeCC)

Date of report:

June 2011



‐ ii ‐

Executive summary

The Yarra Ranges Broadband Economy survey was conducted as part of the Yarra Ranges

Opportunity Assessment for Economic and Community Growth through the Broadband Economy

during the period of March to April 2011 and received a total of 273 valid responses.

Ninety‐nine percent (99%) of respondents use the internet for personal use, with uses including

email, online banking, researching products and services, general web browsing, keeping in touch

with family and friends, learning and education and purchasing goods and services.

Ninety‐six percent (96%) of respondents indicated they work, with 91% of their workplaces having

internet access of which 66% of respondents use ICT in their jobs very often, most frequently for

email and researching products and services.

Respondents would use the internet more if it was faster and cheaper and highlighted the provision

of better and faster broadband and reducing the cost of internet access as the most important and

pressing issues about the internet.

Ninety‐seven percent (97%) of respondents use a mobile phone for personal use, with voice calls

and SMSs identified as the most frequently used mobile services. Mobile phone coverage was rated

as poor by 26% of respondents and as their main frustration and barrier encountered in using mobile

services.

Sixty‐two percent (62%) of respondents who work commute between home and work, of which only

23% use ICT services while commuting, most commonly using their mobile phone.

Thirty‐eight percent (38%) of respondents work from home very often, with 61% indicating they

would like to work from home very often or often in the future.

Respondents highlighted the speed of the internet as the main ICT related factors preventing them

from working from home more often and highlighted improved work/life balance, improved

productivity and reduced travel time as the main benefits that would arise from them working from

home more often.

Business opportunities, efficiency gains, improved communication and the ability to work from

home or remotely were identified as the main opportunities that could be generated from access to

the best available ICT services.

They also described improved communications, e‐business, the ability to work from home or

remotely and improved services as possible future opportunities for the use of ICT services in their

jobs.



‐ iii ‐

Table of contents:

1. Introduction ........................................................................................................................................ 1

2. Profile .................................................................................................................................................. 2

2.1 Where respondents live ................................................................................................................ 3

3. Internet ............................................................................................................................................... 5

3.1 Why respondents have no plans to upgrade their internet service ........................................... 11

3.2 Opportunities that could be generated from access to the best available mobile, internet and

other ICT services .............................................................................................................................. 17

3.3 Other comments regarding internet technologies ..................................................................... 27

4. Mobile ............................................................................................................................................... 31

4.1 Frustrations or barriers encountered in using mobile services .................................................. 33

4.2 Other comments regarding mobile technologies ....................................................................... 42

5. Working ............................................................................................................................................. 46

5.1 Work locations ............................................................................................................................ 49

5.2 Why workplaces do not have internet access ............................................................................ 50

5.3 Frustrations or barriers respondents encounter in using mobile, internet or other ICT services

in their job ......................................................................................................................................... 51

5.4 Future opportunities for the use of mobile, internet and other ICT services in respondents’

jobs .................................................................................................................................................... 58

5.5 Other comments regarding ICT in respondents’ jobs ................................................................. 62

6. Commuting ........................................................................................................................................ 64

6.1 Why respondents do not use ICT services while commuting ..................................................... 65

6.2 How respondents use ICT services while commuting ................................................................ 68

6.3 Frustrations or barriers encountered in using ICT services while commuting ........................... 70

6.4 How respondents would use ICT services differently if they were to improve .......................... 71

6.5 Other comments regarding ICT and commuting ........................................................................ 73

7. Working from home .......................................................................................................................... 74

7.1 ICT related factors that prevent respondents from working from home more often ............... 74

7.2 Benefits of working from home more often ............................................................................... 78

Appendix 1: Online survey .................................................................................................................... 87

Appendix 2: Paper‐based survey .......................................................................................................... 89

Appendix 3: Mapped survey results ..................................................................................................... 98



‐ iv ‐

Table of Figures

Figure 1: Age of respondents .................................................................................................................. 2

Figure 2: Household size ......................................................................................................................... 2

Figure 3: People over 18 years old in households .................................................................................. 2

Figure 4: People under 18 years old in households ................................................................................ 3

Figure 5: Where respondents live ........................................................................................................... 3

Figure 6: Internet use .............................................................................................................................. 5

Figure 7: Where the internet is used most ............................................................................................. 5

Figure 8: Hours spent on the internet per day ....................................................................................... 5

Figure 9: Personal use of ICT services ..................................................................................................... 6

Figure 10: Personal use of the internet .................................................................................................. 6

Figure 11: Type of internet access .......................................................................................................... 7

Figure 12: Monthly cost for internet service .......................................................................................... 7

Figure 13: Number of internet service providers ................................................................................... 7

Figure 14: Internet service providers ...................................................................................................... 8

Figure 15: Level of satisfaction with current internet service ................................................................ 8

Figure 16: Support from internet service providers ............................................................................... 9

Figure 17: Plan to upgrade internet service in the foreseeable future .................................................. 9

Figure 18: Internet upgrade type ............................................................................................................ 9

Figure 19: Internet upgrade timeframe ................................................................................................ 10

Figure 20: Increased use of the internet ............................................................................................... 10

Figure 21: The most important or pressing issues about the internet ................................................. 10

Figure 22: Mobile .................................................................................................................................. 31

Figure 23: Number of mobile phone providers .................................................................................... 31

Figure 24: Mobile phone provider ........................................................................................................ 31

Figure 25: Use of mobile phone services .............................................................................................. 32

Figure 26: Quality of mobile phone coverage ....................................................................................... 32

Figure 27: Work ..................................................................................................................................... 46

Figure 28: Work sector .......................................................................................................................... 46

Figure 29: Workplace internet access ................................................................................................... 47

Figure 30: Use of internet services in job ............................................................................................. 47

Figure 31: Use of ICT services at work .................................................................................................. 47

Figure 32: Use of internet services at work .......................................................................................... 48



‐ v ‐

Figure 33: Work locations ..................................................................................................................... 49

Figure 34: Commuting ........................................................................................................................... 64

Figure 35: Transport used to commute ................................................................................................ 64

Figure 36: Hours spent commuting per week ....................................................................................... 64

Figure 37: Use of ICT services while commuting .................................................................................. 65

Figure 38: Work from home.................................................................................................................. 74

Figure 39: Work from home in the future ............................................................................................ 74

Figure 40: Online survey ....................................................................................................................... 87

Figure 41: Mapped mobile coverage survey results ............................................................................. 98



‐ 1 ‐

1. Introduction

Yarra Ranges Shire commissioned the University of Ballarat’s Centre for eCommerce and

Communications and Lateral Plains to conduct the Opportunity Assessment for Economic and

Community Growth through the Broadband Economy in February 2011.

The study determines how a broadband economy through improved information and

communications technology (ICT) infrastructure and its use impacts economic development and

community innovation levels in the Yarra Ranges Shire.

The Yarra Ranges Broadband Economy survey was a major source of primary data for the study and

provided residents with an opportunity to inform service gaps, local examples of broadband and

telecommunications usage and the positive impacts of local ICT adoption.

This report summarises the outcomes of the Yarra Ranges Broadband Economy survey which was

conducted during the March to April 2011 period. A total of 273 valid responses were received

during the data collection period, increased through the use of an iPad 2 prize as an incentive to

participate.

The vast majority of participants chose to complete the survey online, with paper‐based versions

also available (see Appendices 1 and 2). The results of the Yarra Ranges Broadband Economy survey

were mapped at a suburb level and remain available through the project website (see Appendix 3).



‐ 2 ‐

2. Profile

273 people from in and around the Yarra Ranges Shire responded to the Yarra Ranges Broadband

Economy survey (see Section 2.1). Respondents were mainly aged between 35 and 64 years, with

26% aged between 35 and 44, 30% between 45 and 54 and 24% between 55 and 64 years (see

Figure 1). Respondents’ household size ranged from one to nine people, with the vast majority

consisting of either two (37%) three (17%) or four (28%) people, of which 66% of households had

two people over the age of 18 and 53% with no people under 18 living in their households (see

Figures 2, 3 and 4).

Figure 1: Age of respondents

Figure 2: Household size

Figure 3: People over 18 years old in households

0% 1.1%8.42%

26.01%30.04%

24.18%

8.79%1.1% 0.37%

Under 15 15 ‐ 24 25 ‐ 34 35 ‐ 44 45 ‐ 54 55 ‐ 64 65 ‐ 74 75 and over No answer

What is your age group? (n=273)

4.76%

36.63%

16.85%27.84%

9.89%1.47% 0.73% 0.73% 0.37% 0.73%

1 person 2 people 3 people 4 people 5 people 6 people 7 people 8 people 9 people No answer

What is your household size? (n=273)

9.16%

66.3%

15.38%7.69%

0.37% 0.37% 0.73%

1 2 3 4 5 6 No answer

How many people over 18 years old live in your household? (n=273)



‐ 3 ‐

Figure 4: People under 18 years old in households

2.1 Where respondents live

Map

Figure 5: Where respondents live

Legend: •1‐4 responses •5‐9 responses •10‐19 responses •More than 20

Frequencies

Answers submitted n=273

Yarra Ranges Shire: Mooroolbark (n=22) Healesville (n=19)

Mount Evelyn (n=19) Lilydale (n=17)

Upwey (n=14) Montrose (n=11)

Yarra Glen (n=10) Belgrave (n=9)

52.75%

15.02%22.34%

7.33%1.1% 0.73% 0.73%

0 1 2 3 4 5 No answer

How many people under 18 years old live in your household? (n=273)



‐ 4 ‐

Chirnside Park (n=9) Olinda (n=9) Selby (n=6) Seville (n=6) Silvan (n=6) Tecoma (n=6) Belgrave South (n=5) Kalorama (n=5) Kilsyth (n=5)

Launching Place (n=5) Menzies Creek (n=5) Monbulk (n=5) Coldstream (n=4) Ferny Creek (n=4) Gladysdale (n=4) Kallista (n=4) Warburton (n=4) Woori Yallock (n=4)

Belgrave Heights (n=3) Chum Creek (n=3) Don Valley (n=3) East Warburton (n=3) Millgrove (n=3) Mount Dandenong (n=3)Badger Creek (n=2) Seville East (n=2) Steels Creek (n=2)

Wandin East (n=2) Wandin North (n=2) Gruyere (n=1) Macclesfield (n=1) Sassafras (n=1) Sherbrooke (n=1) The Patch (n=1) Wesburn (n=1) Yering (n=1)

Cardinia Shire Council: Emerald (n=4)

Maroondah City Council: Croydon Hills (n=2) Heathmont (n=2) Croydon (n=1)

City of Manningham: Donvale (n=1) Nunawading (n=1)

City of Whitehorse: Blackburn (n=1) Burwood East (n=1)

Murrindindi Shire: Marysville (n=1) Toolangi (n=1)

Nillumbik Shire: Christmas Hills (n=1) Smiths Gully (n=1)

Bayside City Council: Cheltenham (n=1)

City of Glen Eira: Brighton East (n=1)

City of Yarra: Fitzroy North (n=1)

Mansfield Shire: Mansfield (n=1)




‐ 5 ‐

3. Internet

Ninety‐nine percent (99%) of respondents use the internet for personal use, with most accessing it

from home (82%) or work (69%) (see Figures 6 and 7). Thirty‐six percent (36%) of respondents who

use the internet spend an average of one to two hours on the internet a day, with 30% spending

three to four hours a day on it (see Figure 8).

Figure 6: Internet use

Figure 7: Where the internet is used most

Figure 8: Hours spent on the internet per day

Email was indicated to be respondents’ most used ICT service for personal use, with 69% using it

very often and 17% often (see Figure 9). Respondents also indicated they use the internet for online

banking (53% very often and 26% often), researching products and services (39% very often and 38%

often), general web browsing (43% very often and 34% often), keeping in touch with family and

99.27%

0.37% 0.37%

Yes No No answer

Do you use the internet for personal use? (n=273)

1%

1%

1%

3%

69%

82%

At an internet café or public access point

At a neighbour or friend's house

At school

At University or College

At work

At home

Where do you use the internet most? (n=271)

No answer

Yes

5.17%

36.16%29.89%

12.92%7.01% 7.38%

1.48%

Less than 1 1 ‐ 2 3 ‐ 4 5 ‐ 6 7 ‐ 8 More than 8 No answer

On average how many hours do you spend on the internet per day? (n=271)



‐ 6 ‐

friends (35% very often and 26% often), learning and education (26% very often and 29% often) and

purchasing goods and services (15% very often and 28% often) (see Figure 10).

Figure 9: Personal use of ICT services

Other: Remote access (n=4) YouTube (n=4) Forums (n=3)

Blogging (n=1) Electronic faxing (n=1) File transfer (n=1)

Figure 10: Personal use of the internet

Other: Work (n=11) Gaming (n=8) Internet TV and radio (e.g. iView) (n=3)

GPS (n=1) Photo sharing (n=1)

ADSL (79%) and wireless 3G (25%) were the most common types of internet access used, with

respondents generally paying from $30 to $99 a month for their internet services, of which 96% had

one internet service provider, most commonly Telstra BigPond (47%) (see Figures 11, 12, 13 and 14).

4%

12%

12%

15%

25%

86%

96%

88%

88%

85%

75%

14%

Other

Video conferencing (e.g. Skype)

Internet telephone (e.g. VoIP)

Instant messaging (e.g. MSN)

Social networking (e.g. Facebook or Twitter)

Email

Indicate how you currently use these ICT services for personal use (n=271)

No answerNever (1)Rarely (2)Sometimes (3)Often (4)Very often (5)

8%

15%

43%

55%

61%

77%

77%

79%

92%

85%

57%

45%

39%

23%

23%

21%

Other

Downloading music and movies

Purchasing goods or services

Learning and education

Keeping in touch with family and friends

General web browsing

Researching products and services

Online banking

Indicate how you currently use the internet for personal use (n=271)

No answer

Never (1)

Rarely (2)

Sometimes (3)

Often (4)

Very often (5)



‐ 7 ‐

Figure 11: Type of internet access

Other: Cable (n=11) Naked DSL (n=1) Unsure (n=3)

Figure 12: Monthly cost for internet service

Figure 13: Number of internet service providers

6%

1%

1%

2%

3%

6%

25%

79%

Other

Wireless ‐WiMax

Dial up

Shared connection with work, university or school

Satellite

Wireless ‐ commercial WiFi

Wireless ‐ 3G

ADSL

What type of internet access do you use? (n=271)

No answer

Yes

0.37%8.49%

15.87%

30.26%20.3%

15.5%7.75%

0.37% 1.11%

Less than $15

$15 ‐ $29 $30 ‐ $44 $45 ‐ $59 $60 ‐ $74 $75 ‐ $99 $100 ‐ $149 More than $150

Unsure/Not applicable

What monthly cost do you pay for internet service? (n=271)

95.57%

1.11% 0.37% 2.95%

1 2 3 No answer

How many internet service providers do you have? (n=271)



‐ 8 ‐

Figure 14: Internet service providers

Respondents indicated they were most satisfied with the reliability of their current internet services

(24% excellent and 39% very good), followed by the speed of their services (15% excellent and 34%

very good); however 37% had an average level of satisfaction in regards to the cost of their internet

services (see Figure 15). In addition, respondents generally had a lower level of satisfaction in

regards to the support services received from their internet services providers (31% very good and

28% average), of which 38% indicated always receiving good support and 48% sometimes receiving

this level of support (see Figure 16).

Figure 15: Level of satisfaction with current internet service

2.9%0.36%0.36%0.36%0.36%0.36%0.36%0.36%0.36%0.72%0.72%1.09%1.09%1.45%1.81%1.81%1.81%2.54%2.9%3.26%3.62%

5.43%6.16%

12.32%47.46%

No answerSpacelink Communications

SkyMeshGenesis Networks

EnginDragNet

DCSIaaNet

3Virgin

Activ8meExetelEftel

People TelecomWestnetHotkeyDodo

InternodeiPrimus

NetspaceAAPTiinetTPG

OptusTelstra BigPond

Who is your internet service provider? (n=276)

31%

44%

49%

63%

69%

56%

51%

37%

Cost

Support services

Speed

Reliability

Indicate your level of satisfaction with your current internet service (n=271)

No answerVery poor (1)Poor (2)Average (3)Very good (4)Excellent (5)



‐ 9 ‐

Figure 16: Support from internet service providers

Sixty‐three percent (63%) of respondents have no plan to upgrade their internet service in the

foreseeable future, mainly due to them having no need for upgraded service (n=50), no better

alternatives available to them (n=42), being satisfied with their current service (n=28), recently

upgrading their service (n=21) and due to the costs associated with upgrading (n=19) (see Figure 17

and Section 3.1).

Figure 17: Plan to upgrade internet service in the foreseeable future

Of the 36% of respondents who plan to upgrade their internet service, 26% were unsure of the type

of upgrade they planned, while 27% would upgrade to 1 Mbps or more and 22% would increase

their monthly download limits (see Figure 18). Thirty‐eight percent (38%) of these respondents were

also unsure when their upgrade would be in place, while more than half indicated it would be in

place within a year (see Figure 19).

Figure 18: Internet upgrade type

Other: ADSL2 (n=3) Cable (n=2) From satellite (n=1) Cost effective plan (n=1)

Increase monthly download limits and speed (n=1) NBN (n=1) Wireless (n=1)

37.64%48.34%

2.58% 5.54% 0.37% 4.8% 0.74%

Yes, always Yes, sometimes No, they are not helpful

No, it is hard to get through to

them

No support is provided

Unsure No response

Do you get good support from your internet service provider? (n=271)

36.16%63.47%

0.37%

Yes No No answer

Do you plan to upgrade your internet service in the foreseeable future? (n=271)

2.04% 4.08%9.18%

26.53% 22.45% 25.51%

10.2%

From dialup to a broadband connection

To more than 256k per second

To more than 512k per second

To 1Mb per second or more

To increase monthly

download limits

Unsure Other

How do you plan to upgrade your internet service? (n=98)



‐ 10 ‐

Figure 19: Internet upgrade timeframe

Respondents indicated they would use the internet more if it was faster (56%) and cheaper (52%),

and further highlighted the provision of better and faster broadband (59% strongly agree and 22%

agree) and reducing the cost of internet access (56% strongly agree and 29% agree) as the most

important and pressing issues about the internet (see Figures 20 and 21).

Figure 20: Increased use of the internet

Figure 21: The most important or pressing issues about the internet

Other: Availability (n=2) No internet filter (n=2) Quality of content (n=1)

Reliability (n=1)

14.29%24.49%

14.29%9.18%

37.76%

1 ‐ 3 months 4 ‐ 6 months 7 ‐ 12 months More than 12 months

Unsure

When will your upgraded internet service be in place? (n=98)

3%

11%

20%

25%

25%

29%

52%

56%

Unsure

If I knew more about how to use it

I wouldn't. It’s fine as it is now

If it better supported mobility

If digital television was integrated

If digital telephone was integrated

If it was cheaper

If it was faster

Would you use the internet more... (n=273)

No answer

Yes

2%

44%

54%

65%

81%

85%

98%

56%

46%

35%

19%

15%

Other

Increasing ease of use

Better supporting mobility

Enhancing safety and security

Better and faster broadband

Reducing the cost of access

The most important or pressing issues about the internet (n=273)

No answer

Strongly disagree (1)

Disagree (2)

Neither agree nor disagree (3)

Agree (4)

Strongly agree (5)



‐ 11 ‐

Respondents also indicated business opportunities (n=61), efficiency gains (n=40), improved

communication (n=30) and the ability to work from home or remotely (n=25) as the main

opportunities that could be generated from access to the best available mobile, internet and other

ICT services (see Section 3.2).

3.1 Why respondents have no plans to upgrade their internet service


Tag cloud

adequate ADSL ADSL2 already also area available better broadband

change connection cost currently does download enough

exchange expensive faster get go happy have internet limit live meets moment months more much need only options other over plan provider recently service speed sufficient Telstra think time too upgrade use very would Word frequencies

have (n=46) currently (n=32) need (n=31) service (n=30) happy (n=22) speed (n=22) plan (n=21) upgrade (n=21) available (n=20) cost (n=18)

better (n=17) would (n=17) options (n=13) change (n=12) faster (n=12) ADSL2 (n=9) area (n=9) get (n=9) internet (n=9) provider (n=9)

adequate (n=8) more (n=8) only (n=8) does (n=7) expensive (n=7) meets (n=7) other (n=7) recently (n=7) sufficient (n=7) Telstra (n=7)

time (n=7) too (n=7) very (n=7) download (n=6) enough (n=6) use (n=6) also (n=5) exchange (n=5) go (n=5) limit (n=5)

over (n=5) think (n=5) ADSL (n=4) already (n=4) broadband (n=4) connection (n=4) live (n=4) moment (n=4) months (n=4) much (n=4)

Responses

No need (n=50)

Adequate for our needs

Adequate for our purposes in terms of performance

Adequate for our use



‐ 12 ‐

ADSL and current plan is sufficient for the foreseeable future

Because it works well and provides us with what we need. I would upgrade if the cost was better

Current plan is adequate

Current plan is adequate for needs

Current service is sufficient for needs

Currently it’s fine. If I go over my limit it slows down which is usually at the end of the month so

it’s not an issue

Currently meets my needs, but if I had a website then may need more bandwidth and faster

connection

Currently meets our requirements

Currently suits my needs, only recently upgraded

Currently suits our needs

Don't think I need to

Fast enough and spending enough, until the NBN comes on line

Fine as currently provided

Genesis supplies a superior service which meets our needs

I have a very fast and very reliable service that meets (exceeds) all my current needs

I have achieved excellent results as I am currently placed

If it’s not broken, why try to fix it

It currently meets both our work and personal needs. For the price, there doesn't seem to be

better out there

It currently services our requirements

It does all I need it to do (n=2)

It does everything we need, and changing ISPs is complicated and expensive

It is adequate and the cost combined with my telephone service is acceptable

It is adequate at the moment and we also have access to internet at our workplace

It is satisfactory and is also linked to my telephone service

It seems to be working fine and meets our needs for now, so we don't see a need to change

Its working ok for me as it is

No need (n=2)

No need to. It does everything I need it to

No reason to

Not needed

Our internet service already meets our needs

Speed is ok and we do not exceed the data usage limits so there is no need to pay out more

money than required

Sufficient at present

Sufficient at the moment

Sufficient for my needs at the moment

Sufficient for present needs/equipment

That is an obtuse question. Answer: it 'does the job'

The cost is the biggest factor and our present plan suits our needs

The plan we have is enough for our usage



‐ 13 ‐

The plan we have suits our needs. I would possibly go to a cheaper plan or when kids go to

further education a larger download limit

Use library

Waiting to see what the NBN will offer

We are on a good plan for our usage

With the allocated usage of downloads available and current connection speed it is suitable for

what I use the internet for

Works fast enough and gives little problems

No better alternatives available (n=42)

Already on ADSL2+ 100GB plan

Already paying for the highest speed we can get ‐ don't want to spend anymore

Are any of the service providers any better?

Because ADSL2 is not available and is not expected to be available in the foreseeable future. If it

were then I would update

Because ADSL2 is not available in my area ‐ I don't live in the 'sticks', I live in the Lilydale Lakes

Estate

Because I am in an STD phone area

Because the infrastructure is not available in this area to allow for many choices in speed in

broadband. Ports are often not available, so we are very limited in what we can use

Can't get any faster internet service (e.g. ADSL2) due to distance from exchange

Currently have ADSL2 and cannot get any higher service ‐ 100Gb limit more than enough

Currently obtaining max speed, given the distance to the exchange, of only 10Mbps via ADSL2+.

Waiting for NBN to provide better speed and greater reliability via optical fibre

Currently on the best available service for cost/speed in my area

Don’t think there's much I can upgrade to

Have no other options. Have no faster options

I am currently on ADSL and there is no better service available. I would prefer ADSL2 or

broadband but this is not an option where I live

I don't believe we presently have a viable alternative to our existing service

I don't know that we can

I don't think there are any other options in our area ‐ would upgrade if better options available

I have been with other providers and have had less support and service offered

Locked into a 2 year plan and believe that the service I have is as good as I'm going to get

My area does not support higher speeds or services unless I change over to Telstra which is

overly expensive and I have had multiple problems in the past, plus Telstra does not appear to

have had any change of attitude toward its customers

No better alternative available

No choice

No option available in my area

No service provider is really better than another

Not looking to upgrade but looking for better infrastructure. Not getting adequate speed

because of exchange and wireless is not available. Note: I work from home



‐ 14 ‐

Not prepared to pay more and the local Montrose exchange is not able to deliver better through

iPrimus, Optus or iiNet. I will never go back to Telstra so haven't checked their connections

Not sure if there is anything else available and if there is any benefit

Nothing better available

Only if our provider offers something better

Our ISP did this for us ‐ they volunteered a better deal for the same price. They're fantastic. Also,

probably the only upgrade I would go for is cable, but it's not available here

Right now on fastest and most reliable connection available. Until speeds are improved there is

no point in upgrading

Speed available is poor. To be really useful it would need to be 5‐20 times faster, otherwise

having high download limits on plans are useless. A useful service for this household would have

to be at least 5Mb continuous and preferably 20‐30Mb download speed with at least 5‐10Mb

upload speed. If I had 30‐100Mb speeds with fast upload speeds of 10‐50Mb upload I could

operate web servers from home. To distribute high resolution photos also requires good speeds

There is limited service available where we live

There is no better

There is no one else better to upgrade internet to. I wish there was the option, but there just is

nothing out there that can provide quick and reliable internet service

There is no option at this point of time or we would

There is nothing to upgrade to. We do not have access to fixed line broadband. That is why it is

essential that the Labor Governments plan for improving broadband be supported, especially by

councils such as Yarra Ranges. The Liberal alternative of wireless and copper wire is impractical

in an area such as this (or anywhere else for that matter)

There seems to be no current option that allows my family (or even business) to use increased

bandwidths above 20,000Kbps

There’s nothing else currently available that's faster

We always avail ourselves of the best offering each time our provider offers a more appropriate

service. None on the horizon at present

We are on the fastest speed that the Montrose exchange will allow. The only way we can

increase the speed is if the service provider puts in more infrastructure

We have very little choice and reliability is still not consistent

Satisfied (n=28)

A few reasons: we are happy (other than cost) with how things currently are, don't have time to

research a better deal, and don't want to change email address if we change to a different

provider

All aspects satisfactory

Am happy with my current plan

Because we are very satisfied with the service we have

Happy

Happy the way it is

Happy with cost and service

Happy with current

Happy with current plan



‐ 15 ‐

Happy with current service

Happy with current system

Happy with it. Wouldn't mind if it was cheaper and faster

Happy with the plan etc. we currently have

Happy with what we have. We have not experienced any problems with TPG

I am currently happy with the service, although in the long term I would like to connect to the

NBN

I am currently satisfied

I am happy with the internet service I have. Don't change what isn't broken

I am happy with what I have

I am satisfied with what I have

I don't look after that part of the job, my husband does. I'm happy with what I have at the

moment

I'm happy with the way it is at this point in time

I'm happy with what I have now


Satisfied with current

Very happy with the provider

Very happy with the Telstra service. The price is not my main factor in choosing my provider, as

it is also used as a semi‐business tool

We are happy with the existing service. We would think about changing to another provider if

they could guarantee quicker speeds without increased price

We're happy with what we're getting and don't use the full allocation per month

Recently upgraded (n=21)

Currently in a plan, and have recently upgraded to ADSL2+ which I found no faster than normal

ADSL

Currently suits my needs, only recently upgraded

Have done so just recently

Have just changed to new plan

Have just done so

Have just upgraded (n=2)

Have just changed plans

Have recently upgraded and only Telstra service our property, so limited in options

Have recently upgraded to 100GB plan

I have just changed over to their ‘super fast broadband’. Seems to be reasonable at most times

and has sufficient data allocation

It was upgraded a few months ago

Just done it

Just upgraded

Netspace recently got taken over by iiNet and they altered my plan which increased my

download limit. If I found my download speed was too slow I would consider upgrading the

speed but not necessarily download limit



‐ 16 ‐

Only just moved to BigPond and waiting for ADSL2 to be available ‐ no time frame given

Our ISP did this for us ‐ they volunteered a better deal for the same price. They're fantastic. Also,

probably the only upgrade I would go for is cable, but it's not available here

Recently upgraded

Two months ago we changed over from Netspace after being with them for 15 years because

their service had become dreadful and they ended up being quite expensive. Now we are with

Telstra BigPond and the speed and cost has been terrific, so far

We just upgraded to this plan which was chosen to cover our needs

We upgraded in the last 12 months from ADSL and was told that it would be quicker but there

was no difference ‐ the plan cost did come down though. If we had cable in the area and it could

be proved that it was quicker, we would move to it

Cost (n=19)

Already paying for the highest speed we can get ‐ don't want to spend anymore

Because it works well and provides us with what we need. I would upgrade if the cost was better

Can't be bothered changing my email address and I think the only other option would be Telstra

and they are too expensive

Cost (n=2)

Cost and time to investigate options

Cost of new modems

Costs too much

Fast enough and spending enough, until the NBN comes on line


It will cost more

Manly due to cost ‐ it’s getting way too expensive to upgrade any further for us

Not prepared to pay more and the local Montrose exchange is not able to deliver better through

iPrimus, Optus or iiNet. I will never go back to Telstra so haven't checked their connections

Prohibitive cost

The cost is prohibitive for me to upgrade my internet service

The cost is the biggest factor and our present plan suits our needs

Too expensive

Want to purchase new computer but cost of purchase is a factor which come on top of

escalating power charges

Would cost more and is already expensive for what is provided

Process of finding an alternative (n=10)



provider

Can’t be bothered checking around the other suppliers and getting hassled and they all promise

you the world but in the end they are all basically the same

Cost and time to investigate options


I don’t know enough about it to know if I need to upgrade



‐ 17 ‐

I have no time in the next 6 months to research and obtain a new provider

Need instruction

Not sure of our options in the Dandenongs

Other priorities

Too much messing around

Linked to other services (n=5)



provider

Can't be bothered changing my email address and I think the only other option would be Telstra

and they are too expensive

Too much hassle to change the email address

If I were to change providers to a better plan, I would lose my line and not get an internet

connection at all


In a contract (n=3)

Locked into a 2 year plan and believe that the service I have is as good as I'm going to get

Under contract

We have a contract with them

3.2 Opportunities that could be generated from access to the best available mobile, internet and other ICT services


Tag cloud

able access allow already also based being better broadband

business clients communication cost could

currently customers different easier efficient family faster files friends get greater have home improved information internet less mobile

more none online opportunities other people

research run services speed spend time up use video when

work would



‐ 18 ‐

Word frequencies

more (n=64) business (n=57) would (n=55) work (n=42) better (n=34) time (n=32) services (n=27) access (n=26) home (n=26) use (n=24)

opportunities (n=21) faster (n=19) able (n=18) online (n=17) easier (n=16) have (n=16) internet (n=16) communication (n=14) could (n=13) currently (n=13)

family (n=13) mobile (n=13) less (n=11) clients (n=9) other (n=9) up (n=9) greater (n=8) video (n=8) allow (n=7) information (n=7)

research (n=7) speed (n=7) spend (n=7) when (n=7) also (n=6) being (n=6) cost (n=6) customers (n=6) get (n=6) improved (n=6)

none (n=6) people (n=6) run (n=6) already (n=5) based (n=5) broadband (n=5) different (n=5) efficient (n=5) files (n=5) friends (n=5)

Responses

Business opportunities (n=61)

A lot more business

Ability to utilise a higher level of programs, thus provide a wider variety and standard of services

to clients

Applications for work

As a video producer I need to be able to upload and download digital content quickly, to

communicate with my clients. This would improve the services I currently offer as well as allow

me to introduce new services

Better business prospects

Better for business and education and lifestyle

Better for business especially if faster and safer

Better for the business and my family, better access to more information

Better running of my business

Better service levels for clients, ability to use streaming services, provide a service comparable

to that expected in inner Melbourne

Better service to my customers

Better support for work related business (I am a teacher so I could research more)

Both business and personal accessibility

Business issues would be easier

Business opportunities

Could promote my business better through using Facebook etc ‐ currently it is too slow

Could work from home more often and expand my business

Creating better business opportunities. Able to grow my business more by providing a faster

turnaround time for quotations etc

Faster access so greater ease of completion of projects and research

Faster more direct and more frequent contacts with customers and suppliers, likewise with

family and friends

Faster speeds would be better for our guests ‐ we are accommodation providers

Greater online sales opportunities and greater competitiveness

Greater productivity in work/life, more opportunities for online purchasing, more opportunities

for online promotion, better access to education



‐ 19 ‐

I already use the internet for business and faster and cheaper services would allow me to

expand this

I would run my own web servers (impossible at current speeds ‐ requires to buy server space

from host companies)

Improve my business

Improve online eLearning delivery

Improved business marketing, improved communication with customers and family, effective

cloud based computing at affordable prices

Improved communication with family including aged parents. Ease of access to health services.

Improved access to government, municipal and educational services. Expanded business

opportunities with regional Australia and overseas. Ease of communication with business

contacts, designers and manufacturers across Australia and overseas. Improved supply of retail

services to clients. Improved ability to transfer design images and artworks with clients and

manufacturers

In business it creates opportunity, opportunity creates work, work creates local jobs, jobs create

local economic growth. Local community is better off

Increased business opportunities to send images faster over phone/internet.

Instant quotes ‐ show clients website etc

It would assist in the timely running of my business and keep me in contact with my family

It would be fantastic for our business. Customers call in with questions and we have to wait for

our site to load

It would enable me to spend more time on our business rather than trying to keep infrastructure

operating

It would generate more business for me

Market research and analysis, marketing my products online

More business

More business more enjoyment and more interest

More content rich websites being offered ‐ thus greater impact for product sales (Webinars,

embedded video etc)

More education, work and leisure opportunities available. Easier to keep in touch with family

and friends

More flexibility in business operations ‐ leads to more opportunities

More likely to have a business website, costs saved could be used elsewhere to maximise

business

More marketing and client interaction

More marketing opportunities for my business

More online business

More opportunity to develop online learning programs for us as a training organisation

More time and money for other things ‐ better communication ‐ better advertising for my

business

More visitation into our business

Mostly for my business where communications and enquiries start online

Much better for work, social communication with family



‐ 20 ‐

Opportunity to enhance entertainment and ease of contact with friends and family. Couple also

enhance business opportunities

Perhaps increase overall exposure

Quicker communication and more cost effective sales

Send larger work related files to clients

Streamline business and enhance opportunities while reducing cost

The possibility to grow my business easier and faster

We also run a business on this internet service. Our software providers are moving to cloud

based, remote accessed or download based services. It would grow our home based business

technologies

We attend trade shows with our business, I think it would make ordering and payments of our

products easier. Online banking as well We run a business from home. We have a satellite

system which is very expensive. A better option would greatly help our business

We could run our business better

Efficiency gains (n=40)

As I work mostly on the road, it would allow better, faster ways of getting work done

Creating better business opportunities. Able to grow my business more by providing a faster

turnaround time for quotations etc

Easier access to family and friends, quicker access to information about goods and services

Effective and efficient communication and business

Efficiencies that are not available at current because of failures with the signal etc

Faster completion of research

Faster game play for internet speed, other than this I do not ‘surf the web’

Faster response and better able to undertake my work



Greater use of time management

Help to run my business from home more efficiently

I could complete my work quicker and with less interruptions and disconnections. I could

download software more easily and quickly. It would be easier to email clients with files and

remotely access their computers. I would be able to get up to date information from the ATO

portal

I would have more time to spend on other things

Increased speed would generate time savings regarding my home office. Also would have the

opportunity to download movies, whereas at the moment it would take too long


It would enable me to spend more time on our business rather than trying to keep infrastructure

operating

It would enable us to be more efficient at work

Less time spent in front of the monitor and more time enjoying life

More efficient bookkeeping, better access to educational/inspirational podcasts for mobile

device



‐ 21 ‐

More efficient use of business time

More free time

More productive work environment at home, large file exchange is my problem with work

related internet issues. Mobility is an issue too. My exchange is only capable of ADSL2 at the

moment. Makes for very restricted internet access

Mostly revolves around my work. I live 2 minutes from work yet it is still more efficient to

remain at work after hours than to work remotely from home

Nothing would change from what it is now, it would just make my day easier, and give me more

time to focus on my business

Perhaps senseless commuting and its consequential use of fossil fuels and loss of time could be

eliminated but that would require societal changes in management and working trust

Pretty much what I have now. Faster job turn‐arounds


Save time

Saving time ‐ better time management

Spend less time waiting for it to respond, leaving more time for other activities

The only one I don't have access to is mobile internet because of mobile reception. This would

allow me to use social media for my business more efficiently

This would save time as we often get timeouts due to slowness of internet, even though we are

on ADSL, our broadband is not as fast as it should be capable of due to poor infrastructure and

poor maintenance

Time saving, networking

Time to spend with my children etc. I find that I waste a lot of time as my mobile constantly cuts

out and I have to ring back and wait in line again. Also with internet, if it was faster I would

spend less time waiting for things to load, as it is sometimes I try to do things such as the dishes

etc while waiting for programs to load

Unsure other than saving time and frustration

We would have more time up our hands ‐ as things would be completed quickly and promptly.

We could spend more time with family at home because work could be completed in the home

environment

Work faster, use video conferencing

Would allow ‘on the spot’ research, equipment ordering etc while still on site. Also viable email

use while on site/mobile

Would give me more time for other tasks. Allow me to research work related ideas and

information quicker and easier

Wouldn’t waste so much time at work or home waiting for a faster speed

Improved communication (n=30)

1) Reliable VoIP and video conference with overseas business would certainly increase our

communication with our current customers and generate more customers. 2) Our IT related

developments are heavily compromised by unreliable wireless ICT. It is compromised because of

the lack of broadband (ASDL) service to us

Being able to keep in touch better. Find out more information, purchasing items and making

sure the sites are secure



‐ 22 ‐

Better access to communication for people less mobile or ill

Better communication between members of my church, especially if access was cheaper it

would be easier to convince them to get online

Better communications and access to data

Better/increased communication with friends and business partners

Easier access to family and friends, quicker access to information about goods and services

Easy to stay in touch

Effective and efficient communication and business

Faster more direct and more frequent contacts with customers and suppliers, likewise with

family and friends

I am looking at moving to VoIP, in addition to what it is already being used for. The only thing

that has held me back at the moment is choosing the right VoIP product



Improved communication with family including aged parents. Ease of access to health services.

Improved access to government, municipal and educational services. Expanded business

opportunities with regional Australia and overseas. Ease of communication with business

contacts, designers and manufacturers across Australia and overseas. Improved supply of retail

services to clients. Improved ability to transfer design images and artworks with clients and

manufacturers


I'd take up VoIP ‐ living in the country the phone bills are too expensive. Maybe I'd do a bit more

cloud computing ‐ perhaps thinking about setting up document management using the cloud

and passing large files to and fro. My service is pretty good now, but I reckon if the upload speed

were to improve, that'd open up possibilities


and friends

More reliable communication

More time and money for other things ‐ better communication ‐ better advertising for my

business

More use of Skype etc to speak with family overseas. At present it just drops in out all the time

Much better for work, social communication with family

Opportunity to enhance entertainment and ease of contact with friends and family. Couple also

enhance business opportunities

Portable communication for business and general contact


Teleconferencing (n=2)

The opportunity to communicate with greater freedom in all forms of media

This would allow me to keep in contact with family during extended periods of work with a

stable connection (3G and ADSL) that allows for Skype and other services that require a

continuous line of communication. Work projects and online data retrieval would be easily

accessed on the go which would give my company employees more time with clients and less



‐ 23 ‐

time in the office. Whether at home or at work I rely on multiple computers to recognise each

other and file share across various platforms and OS

Time saving, networking

Work faster, use video conferencing

Would use video conferencing and VoIP

Ability to work from home or remotely (n=25)

A fully mobile and cost effective system would encourage use ‘on site’ for on the spot quotes etc

Ability to check costs, timetables, contact details etc whilst away from home

Ability to work in different locations ‐ not being stuck in an office but able to spend more time in

community

Able to link work and home and stay on top of things better

Being able to work from remote or rural areas of the state and country. Currently no ADSL

access to people in country areas of Victoria. More access is required to these areas to increase

work potential and global marketing. Currently, city areas of Australia are over populated,

encouraging rural 'tree‐changes' ‐ people who own their own businesses are severely limited in

their growth potential without being able to use fast internet in the country

Business from home

Could work from home more often and expand my business

Flexibility of where I could use it




portal

I could work more from home. As a single parent, this is something I would like



Increased access and usability of ‘cloud’ based applications

It just allows work to come with you even when you are on holiday

I'd take up VoIP ‐ living in the country the phone bills are too expensive. Maybe I'd do a bit more

cloud computing ‐ perhaps thinking about setting up document management using the cloud

and passing large files to and fro. My service is pretty good now, but I reckon if the upload speed

were to improve, that'd open up possibilities.

More convenient work venues and times

More work at home

Mostly revolves around my work. I live 2 minutes from work yet it is still more efficient to

remain at work after hours than to work remotely from home

Perhaps senseless commuting and its consequential use of fossil fuels and loss of time could be

eliminated but that would require societal changes in management and working trust

Possibly work for someone else from home

Possibly work from home as an employee, not reliable with level of service, e.g. two power

outages today

This would allow me to keep in contact with family during extended periods of work with a

stable connection (3G and ADSL) that allows for Skype and other services that require a



‐ 24 ‐

continuous line of communication. Work projects and online data retrieval would be easily

accessed on the go which would give my company employees more time with clients and less

time in the office. Whether at home or at work I rely on multiple computers to recognise each

other and file share across various platforms and OS

Total access to home and work emails, and services at all times and places

We also run a business on this internet service. Our software providers are moving to cloud

based, remote accessed or download based services. It would grow our home based business

technologies

Work from home ‐ currently employed in the corporate sector

Would allow ‘on the spot’ research, equipment ordering etc while still on site. Also viable email

use while on site/mobile

Greater ease of use (n=17)

Convenience

Faster easier online video, TV and movies

Greater ease of sending large files and large downloads

I am a school teacher and only get 5GB peak and 5GB off‐peak for my $81 a month satellite. It's

too slow and unreliable in the rain. Have considered moving to an area with ADSL




portal

I would be able to get rid of one of my phone lines and my fax machine by using an online

service

If it changed ‐ lower cost ‐ I use broadband plus mobile wireless already. What frustrated me is

that BigPond is not compatible with anything else and that I cannot use mobile wireless at home

(due to poor reception) and thus need a minimum of two different internet plans ‐ ala

broadband for home and mobile wireless for business travel

Less frustration due to slow connection etc times

Make it faster and more convenient to use


device

None. Less frustration

Reliability is the biggest issue. Extremely frustrating when the system drops out for no apparent

reason ‐ a frequent occurrence (n=2)

Safe banking, uninterrupted calls (no drop outs), constant reception, consistency between

phones ‐ to avoid re‐learning how to use the stupid thing

Simply put, having the fastest speed would provide easier more direct access to information

online when needed and less frustration when using it for personal use i.e. buying and

downloading online

Unsure other than saving time and frustration

We would be able to meet the expectations of the members of our family who are different

ages and have different needs. We have one standalone and two laptops and service does not

support these operating together without loss of speed or access



‐ 25 ‐

No opportunities (n=15)

Already take advantage of these at work in Monbulk

I already have this access. I could upgrade my account to 80Mbps speeds if I wanted ‐ but I can't

see that it would generate any new opportunities

I believe we function at the top end of what is currently available

I honestly can't think of anything

It does not replace people and talking to them ‐ I am not such a huge fan although I believe that

it is a good tool

Little difference

Little difference to my current usage

Nil

No change

None (n=5)

Would not change my usage

Increased use (n=9)

Home security, better quality TV, remote operation of home devices

I would use it a lot more

If it allows for more downloads then usage rate will go up, making the whole system very

expensive

Increased ability for me to conduct up to date research for both personal, academic and

business use

Increased speed would generate time savings regarding my home office. Also would have the

opportunity to download movies, whereas at the moment it would take too long

Internet ‐ better use of YouTube and large files

Richer multimedia experience

When people are able to move from an older/slower ICT services to faster/newer services

demand is created for new services. Access to the internet via broadband rather than dial up

created many new video services, so better technology and services enables the creation of

even better services that no one had previously thought of. The sky's the limit

Would use laptop more often from work (self‐employed). Would watch on‐line video more often

Increased use of mobile technology (n=9)

1) Reliable VoIP and video conference with overseas business would certainly increase our

communication with our current customers and generate more customers. 2) Our IT related

developments are heavily compromised by unreliable wireless ICT. It is compromised because of

the lack of broadband (ASDL) service to us

I also run a business from home and am currently very limited with mobility as we do not have

mobile phone access

I would use mobile internet

Mobility

More mobile internet use



‐ 26 ‐

More productive work environment at home, large file exchange is my problem with work

related internet issues. Mobility is an issue too. My exchange is only capable of ADSL2 at the

moment. Makes for very restricted internet access

The only one I don't have access to is mobile internet because of mobile reception. This would

allow me to use social media for my business more efficiently

Using laptop more

Would use laptop more often from work (self‐employed). Would watch on‐line video more often

Unsure (n=7)

All online/computer work needs IT support

Can't see the value yet. Would need to be shown the potential

Don't know enough about it to know what I'm missing

I am unsure

I would need to look into what the benefits would be for my business, more so than personal

Not sure (n=2)

Education opportunities (n=6)



Improve online eLearning delivery


and friends


device

More opportunity to develop online learning programs for us as a training organisation

Practical, usable online schooling=better educational opportunities for my kids

Cost (n=6)

Cheaper options

If it allows for more downloads then usage rate will go up, making the whole system very

expensive



It would mean we would not be disadvantaged by our location and we would have access to the

speed and lower cost of web access that is currently available in the suburbs

Make me have less money because it would come at a cost to me

Wouldn't be all that different to how it is for us now but it would be nice if it were a bit cheaper.

Australia pays a terrible price for internet access, when other countries get much more for much

less

Many (n=4)

Depends what you mean the best? If you mean super fast it has enormous benefits for industry,

home, medical and specifically for people with disabilities as it will open up opportunities that

we only dream about i.e. information in real time and 3D imagery. It will make the science

fiction dreams a reality and because its going so fast will go beyond our current imagination



‐ 27 ‐

Heaps

The sky is the limit!

When people are able to move from an older/slower ICT services to faster/newer services

demand is created for new services. Access to the internet via broadband rather than dial up

created many new video services, so better technology and services enables the creation of

even better services that no one had previously thought of. The sky's the limit

3.3 Other comments regarding internet technologies


3G access in Belgrave is limited

Affordability of fast broadband and equipment to access would be great

As a small family business we are planning an online presence as a tool to help grow this

business

As previously stated the current limited broadband system in our area greatly restricts our

business and personal use. The Council needs to urgently get involved in educating local Liberal

MPs as to just how absurd their broadband policy is

As we are forced to rely on technology i.e. people charged to receive paper bills so we receive by

email, it is important that infrastructure anywhere is capable of supplying good fast reliable

service. In the Dandenong Ranges, the infrastructure is particularly poor and lacking

maintenance, due to proximity of trees. The services should be underground

Australia needs to be the leader in internet technology. Into the future in will enhance the

wealth of our nation

Biggest issue is speed or lack of

Currently I can expect to be offline about once a fortnight ‐ phone line signal not particularly

strong in foggy weather. Recently called in telecom service technical ‐ water in the line ‐

happens all the time. I don't get digital TV when foggy or windy

Definitely keen to acquire the NBN

Despite ADSL2+ access, line speed is limited to about 7000k

For 20 years we used the internet to provide decentralised office and other services to a

national association of educators from Gruyere, but despite quality performance at a fraction of

the cost of a traditional office, the group has moved to Canberra, rented space and uses visible

staff at greater cost

For us, because we have to use wireless providers 10GB is the limit. This is certainly not enough

by far. Broadband (ASDL) would allow 50GB and more. In addition, as mentioned above, the

wireless connection lacks reliability

Government departments such as the Australian Tax Office need to ensure that they stay

current and are accessible to all computer users (n=2)

Hard to keep up with the new technologies

I am more interested in improvements to mobile internet

I believe it should be part of our home rates cost and not an extra cost for every home user

I have limited skills and interest in the internet. My children are exceptional at using it but I

don't want them spending unlimited time in front of a computer



‐ 28 ‐

I live a long distance from the exchange and therefore have a low speed broadband internet

connection. I hope that the NBN is built so that everyone gets access to fast speeds no matter

where they live

I love to use the internet and find it a very useful tool in all areas of my life, but resent having to

pay such ridiculous amounts of money for a service that is not reliable and not well supported

I think increasing speed is a bit over rated

I work at home so internet is used for both business and personal at the same premises

I would love the internet but I believe the price is too high

Improved ICT is a necessity in today’s social networking age, not just for personal use but for

work as well. More and more people are becoming aware of what the internet has to offer,

especially now with mobile devices such as smart phones and tablets opening up more

possibilities for business. Humans are social creatures. Some may say that the art of

conversation is being lost in younger generations, but increasing the ability to communicate is

simply just changing the way we converse with people

Improving so rapidly difficult to stay current unless a requirement for work

In Lilydale the number of internet ports is saturated. Recently commenced a new business in

Lilydale and was unable to connect to the internet for a month

Increased speed would not make too much difference to my current use. We are located fairly

close to the main telephone exchange so speed is quite good

Instant communication with medical, and Police services, news accessible 24/7 and radio

services covering the full spectrum, including community and fire services

Internet is what you make it I guess. The world is at your fingertips

It is a disgrace that living in a metropolitan suburb I cannot obtain a decent ADSL2 service. My

exchange is 4.8 km away meaning that most providers will not even contemplate supplying a

service to me

It is disappointing to have to rely on Telstra in our area. Other providers are not as trustworthy.

The Telstra service is the best and therefore we have no competitor to try and get quotes from

It is important we get the best if we want to remain competitive

It is too expensive for pensions ‐ my family would love to get my elderly mother to sign up for

the internet but she will not add the expenditure to her budget on the pension

It would be fantastic to have better local and national search engines and capabilities so every

time you want to find something you don’t have to trawl through the highly optimised players to

find the content you really want i.e. you find information you want and need rather than the

advertising that is pushed onto you

Love ‘em. Can't wait to see more

Main use is with email and the weather

Most important: decent and consistent download and upload speeds ‐ prefer a minimum 20Mb

to >100Mb. This would allow quality video phone calls, sharing hi‐fi audio and watching high

resolution movies and photos

NBN is a waste of taxpayers’ money as it was never fully costed and will be obsolete by the time

it’s rolled out. This is another ‘Desal plant’ expense which will never be adequately used in the

foreseeable future

Need more personal knowledge



‐ 29 ‐

Needs to be cheaper and more readily available

Not everyone running businesses from home are computer conversant, more workshops are

required to help these people learn computer basics and understand the technology and

technical language involved with the internet, social media etc and how it can enhance their

business

Office and mobile usage should be integrated

Optic fibre, cable etc are simply not available to businesses in many areas

Our use is limited by our ignorance

Pricing plans have a lot of 'fine' print that is not explained clearly. Telemarketing callers should

be banned from saying they are with Telstra and pretend they know what services you need

Protocols for setting up modems, intranets etc with remote computers is either expensive or

overly difficult, often both. Service providers use call centres that are based overseas and staff

are difficult to understand and are not capable of solving problems quickly. Waiting times for

help is excessive. Costs to access all types of services for reasonable speed is expensive

Satellite Internet is the only option for a lot of people outside of the city areas. It is far too

expensive and slow to be able to use for business purposes. There is a lot of down time on

current suburban ADSL and connections get interrupted. In addition to these problems, the

overall speed is a problem for global networking and downloading

Security for mobile broadband is poor at present, it needs upgrading badly

Service providers need better email protection services provided with the service rather than an

extra option that you really don't know how beneficial it is

Spam filters, poor ISP performance and internet fraud need to be addressed by Government

with a view to improving end user satisfaction

Support services need to be more understanding of the people who are not computer savvy and

more patient to their needs

Systems should be in place to block scams, hacking and other corrupt intent

Tech support needs to be better streamlined ‐ tired of having to speak to someone in another

country ‐ who is sometimes very difficult to understand. Phone lines dropout and are often

disconnected. Very frustrating to say the least

The internet is a part of daily life for most people however I cannot justify the government

wasting taxpayer money on a harebrained NBN that will be obsolete before it is finally up and

running

The proposed filter is a huge concern. Senator Conroy taking advice from lobby groups such as

the Australian Christian Lobby is reprehensible. There is no way that legal content should be

filtered just because it offends some people. It also bothers me that the NBN has the potential

to be as monopolistic as Telecom once was

The speed with which this is developing currently locks out some of our older generation from

fully participating. As a society we have a responsibility to assist everyone to understand and be

able to use it. If I had a concern, it’s that we may depend on it too much. If in the future the

system was knocked out say through a natural disaster or by terrorism I am unsure that that

society would adequately survive. Skills and benefits of problem solving using analogue and

personal processing are not being taught in schools or reinforced in the home. I come from a

background of having my feet in both camps as an educator and designer. My children’s children

do not have this advantage



‐ 30 ‐

There is a greater need to do more about hackers, viruses, scams etc. Service providers need to

be more responsible about the problems and provide the solutions

There is an increased reliance on web based information and we can no longer accept sub

standard levels of service and availability

To me, I require a good, reasonably fast service but it must have a static IP address, as I

occasionally use it to provide a DRP solution to my own business, which is using Telstra Business

Broadband

Too many hidden costs involved, especially with mobile devices

We also struggle with internet access dropping out, especially after rain

We can only use Telstra to get proper coverage

We could not live without it

We have ADSL broadband at the top of our street, yet we can't get it. Surely it could be provided

to more homes. Wireless/Next G or 4G may be the answer

We live in a blackspot in Lilydale lakes estate. No ADSL or wireless ‐ not good enough

We really do pay too much for internet in this country!

Whilst cost is getting better, a lot of locations are unable to be serviced by anyone but the main

players (Telstra), and so they do control the prices to an extent

Why does Australia have the slowest and most expensive internet in the world?

Wireless internet is just as good and reliable ‐ building the wireless network to allow better and

cheaper access is more than adequate in our view

With ease of use and dependability I would use cloud computing technologies for ease of access

anywhere

Would always be wanting a lightning fast internet connection to make web browsing a quicker

activity

Your provider should support you if you have trouble with your modem, even if you buy it

yourself they are equipped to answer your questions. It shouldn't matter where you buy it from



‐ 31 ‐

4. Mobile

Ninety‐seven percent (97%) of respondents use a mobile phone for personal use, with the vast

majority using one mobile provider (96%), most commonly Telstra (54%) (see Figures 22, 23 and 24).

Figure 22: Mobile

Figure 23: Number of mobile phone providers

Figure 24: Mobile phone provider

The mobile services most frequently used by respondents were voice calls (47% very often and 26%

often) and SMS (40% very often and 21% often), with other mobile services used including Apps

97.44%

1.83% 0.73%

Yes No No answer

Do you use a mobile phone for personal use? (n=273)

95.86%

1.88% 0.38% 1.88%

1 2 3 No answer

How many mobile providers do you have? (n=266)

1.83%

0.37%

0.37%

0.37%

0.37%

0.37%

0.73%

0.73%

0.73%

1.83%2.2%

5.86%

12.82%

17.58%

53.85%

No answer

iinet

People Telecom

Realcom

Think Mobile

Your Local Telecom

AAPT

Crazy Johns

iPrimus

Virgin

TPG

Vodafone

3Optus

Telstra

Which mobile provider do you use? (n=273)



‐ 32 ‐

(13% very often and 11% often), the internet (12% very often and 12% often) and email (15% very

often and 8% often) (see Figure 25).

Figure 25: Use of mobile phone services

Other: GPS (n=1) Camera (n=1)

Twenty‐six percent (26%) of respondents rated the quality of mobile phone coverage in their local

government area to be poor and 19% fair (see Figure 26). Mobile coverage was also identified as the

main frustration and barrier encountered by respondents (n=101) in using mobile services, along

with service dropouts (n=38), costs (n=33), devices (n=25), mobile providers (n=16) and the reliability

of mobile coverage (n=14) (see Section 4.1).

Figure 26: Quality of mobile phone coverage

1%

2%

15%

23%

24%

24%

61%

73%

99%

98%

85%

77%

76%

76%

39%

27%

Other

Video calls

Mobile messaging (MMS)

Email

Internet

Mobile applications (Apps)

Mobile messaging (SMS)

Voice calls

Indicate how often you use these mobile services (n=266)

No answer

Never (1)

Rarely (2)

Sometimes (3)

Often (4)

Very often (5)

29%71%

How would you rank the quality of mobile phone coverage in your local government area? (n=273) Unsure

PoorFairGoodVery GoodExcellent



‐ 33 ‐

4.1 Frustrations or barriers encountered in using mobile services


Tag cloud

able about access area better call cannot cost country

coverage dropouts enough expensive frustrating get good have high hills

home internet lack limited many mobile more

Mt Evelyn need none often one only other out phone

poor problem reception reliability

service signal support Telstra too up use

valley very when Yarra

Word frequencies

coverage (n=39) poor (n=35) reception (n=33) service (n=31) dropouts (n=29) mobile (n=28) area (n=27) have (n=24) phone (n=24) call (n=22)

very (n=20) cost (n=18) signal (n=18) home (n=17) too (n=14) get (n=13) Telstra (n=11) access (n=10) expensive (n=10) internet (n=10)

need (n=10) use (n=10) lack (n=9) when (n=9) frustrating (n=8) limited (n=8) more (n=8) only (n=8) out (n=8) valley (n=8)

hills (n=7) one (n=7) other (n=7) up (n=7) Yarra (n=7) good (n=6) Mt Evelyn (n=6) none (n=6) reliability (n=6) cannot (n=5)

support (n=6) able (n=5) about (n=5) better (n=5) country (n=5) enough (n=5) high (n=5) many (n=5) often (n=5) problem (n=5)



‐ 34 ‐

Responses

Mobile coverage (n=101)

3 has very poor coverage at Mooroolbark

3G access in Belgrave is limited

3G is not offered in enough locations and is still relatively slow ‐ not keeping up with content

speeds

Access in regional areas ‐ big problem and dropouts in city areas. I have had to buy another

phone for country areas which is inconvenient as my main phone isn't up to the job in some

areas (iPhone)

All other carriers except Telstra just don't work!

As I travel around the Yarra Ranges with my position, I find it very frustrating that I often have

little or no reception in the Olinda/Mt. Dandenong area

As we live at East Warburton we have only certain ‘hot spots’ that actually get reception ‐ we

have a Telstra country phone with an antenna and this picks up more frequency than any other

phones

Average reception, limited telco options. Costly internet usage

Bad reception

Bad service in the hills

Because I live just outside Melbourne in the Dandenong Ranges, I don't always get good

coverage

Call dropouts and reception. I just want a phone that I can make reliable calls on ‐ not another

gadget full of useless apps and novelty functions

Complex plan detail and supplier website for online account services and no service coverage in

some rural areas

Connections drop out too often and calls are far too expensive for a sub‐standard service.

Limited coverage in rural areas

Connectivity

Constant loss of signal

Coverage

Coverage and reliability

Coverage in Mount Evelyn is very limited

Coverage is poor and not reliable

Coverage in the Dandenong ranges area ‐ only Telstra works and then it disconnects and

reconnects all the time ‐ makes them more money I guess. Overall, Telstra connection service

and reliability is way better than their closest rival Vodafone which is a useless pile of

‘expletives’

Coverage in Yarra Valley area

Coverage, cost and reliability

Coverage! Cannot use mobile at home ‐ need to go to top of driveway to make a call

Dropouts in country areas and along highway areas ‐ even in populated suburbs. Echo on the

line. Expensive call charges

Dropouts not having any coverage at home which means clients cannot contact me



‐ 35 ‐

Have deliberately chosen to have the most basic/pre‐paid mobile phone ‐ so barrier is self‐

inflicted. However, mobile phone coverage within Yarra Valley is questionable ‐ too many

blackspots

In Mt Evelyn the coverage is appalling as it drops in and out all the time. We cannot walk around

our house because we are on a ridge and coverage from two different towers

Inconsistent coverage throughout the hills

Just switched from a very inferior carrier ‐ no coverage. Telstra is ok

Just the quality of the reception

Lack of reception at home

Lack of reception in Mt Evelyn. Connection is either non‐existent or takes too long to connect

Lack of Service and reliability

Lack of signal when you really need it i.e. no signal, dropouts

Limited service areas create poor availability to use the phone and internet

Limited signal in Mt Evelyn

Loss of connectivity, blackspots in York Road, Mt Evelyn. Often no service

Low coverage

Low or zero signal strength in parts of the Dandenong Ranges

Messages take a while to reach the person I'm sending to. Not a great amount of service in the

valley

Mobile coverage doesn't exist in parts of the Yarra Valley i.e. Gladysdale/Three Bridges/Gilderoy,

etc. In case of emergency this is very frustrating considering there is a tower on Mt Beenak but

only Telstra customers have access to this

My current mobile phone is a state of the art Samsung with Next G, but signal fails at my home,

whereas my previous phone had excellent reception at all times, so problem is clearly not signal

strength in the area ‐ I pay for the service but at the moment it doesn't serve me in proportion

to the cost ‐ very frustrating

My frustrations are about access ‐ there are dead spots and many family and friends who come

to my house cannot get any access at all

My home is on the boundary of reception so some days I can use my mobile at home and others

I need to walk down the road to receive reception

No coverage at home at all ‐ though I can't complain as don't support the installation of mobile

towers until more research has been undertaken

No service at home ‐ very frustrating

Not enough coverage!

Not good enough coverage in the hills. Frustrating for business

Occasional blackspots, yet more of an issue out in the country when travelling ‐ not so much in

the Yarra Valley

Optus reception is hopeless north of Healesville

Price and reception

Poor availability even in my own home

Poor coverage and speed

Poor coverage due to Council constantly voting against applications to install new mobile phone

towers



‐ 36 ‐

Poor coverage on Mt Dandenong for a wide range of providers so you therefore can't get a

competitive deal

Poor coverage ‐ we are located in a blackspot

Poor coverage. Connection failures. Variable speed

Poor level of signal

Poor mobile reception at home/home office

Poor range

Poor reception

Poor reception and poor sound on most Mobiles

Poor reception in areas away from towers. Dropouts during calls

Poor reception in Chirnside Park

Poor reception in Dandenong Ranges and surrounding areas

Poor reception in some places on the property

Poor reception, calls drop out regularly, extra charges for out of 3’s service area, a sore ear/side

of head after using mobile

Poor reception/coverage

Poor service in Mt Evelyn

Price and very poor local coverage on the Optus network for our home area

Range issues. Expensive

Recently switched to iPrimus from Telstra because of poor customer service and expensive

plans, but service is markedly worse. Looking to change to Vodafone ‐ not expecting much

better but refuse to go back to Telstra

Reception is my biggest problem, sending SMS and voice calls dropping out mainly in the Seville

East area

Reception is not good

Reception is terrible in parts of Montrose

Reception on Mt Dandenong

Reception! I never get reception with Vodafone. Other than this issue I am very happy with my

current service

Service coverage e.g. drop out

Service outage due to area of service being in the upper Yarra Valley

Since 3 has joined up with Vodafone the service has deteriorated

Since my 3 service provider was taken over by Vodafone I currently very rarely get any

signal/coverage, it’s very frustrating

Signal strength

Slow. Lack of coverage ‐ blackspots. Poor ability to upload scripting on websites

Small devices which were never meant to be computers ‐ they were always only phones. Some

extra technology useful but it is still only a phone and it has dropouts and lack of service areas

Sometimes poor reception through Optus network

Sometimes the signal could be better and I'd like more data

The coverage is sometimes not that good

The main issue surrounding our local area is coverage. To be able to retrieve data online in

remote areas is becoming more important for tourists and business. For someone visiting the



‐ 37 ‐

Yarra Valley who needs to access location data for personal use, they should be able to find

what they need with ease. Accessing the internet in our area should be no different to inner city

coverage

The service is not very good in Launching Place

Unavailability of adequate service at my home and in the hills generally with most suppliers

Very limited and patchy mobile phone service available on my property

Very poor coverage, particularly in Mt Evelyn

Very poor reception in our area ‐ usually have to go outside the house to get a signal, and still

unreliable quality of service

Very poor to average reception with everyone except Telstra who I refuse to deal with

Weak signal and slow speeds

We are unable to get a mobile signal; therefore if there is a need to use the mobile (as when the

power is cut) we cannot rely on this. This is frustrating due to dependence on internet i.e.

university student in family needs to be able to access his portal and we need to be able to

receive bills etc. so we have often been without any communication at all

We do not get reception at home or work

We have very poor reception in our street and calls often drop out

Where we live at East Warburton there is no mobile coverage. We must leave the property to

get calls

Where we live there is limited mobile signal

Service dropouts (n=38)

3G drops out in parts of the Valley

Access in regional areas ‐ big problem and dropouts in city areas. I have had to buy another

phone for country areas which is inconvenient as my main phone isn't up to the job in some

areas (iPhone)

Call drop out

Call dropouts



Calls dropping out (n=2)



Cost and service dropouts




‘expletives’

Dropout in the hills

Dropouts (n=2)

Dropouts and call costs

Dropouts are a big problem in the hills

Dropouts from signal in certain areas

Dropouts in areas up the Warbarton Highway or the Hills district



‐ 38 ‐



Dropouts not having any coverage at home which means clients cannot contact me

Dropouts when travelling

Dropping out of phone coverage

Fall out during communication with others in our area

Frequent dropouts and too many options to remember where they are ‐ non standard charging

equipment

In Mt Evelyn the coverage is appalling as it drops in and out all the time. We cannot walk around

our house because we are on a ridge and coverage from two different towers

Lack of signal when you really need it i.e. no signal, dropouts

Line drop out

My phone cuts out constantly ‐ I have Emergency Calls only on my phone all the time. I have no

house phone as I can’t afford both. I get concerned if there is an emergency or I need to contact

people ‐ my children. I hate being told by my carrier they are 'looking into it' and nothing

changes

Not many but mainly dropped calls every now and then. Lack of clarity in billing

Our main barrier is that we have points in our home based business ‐ going from one room to

another – where the line drops out due to two close mobile towers

Poor reception in areas away from towers. Dropouts during calls



Reception is my biggest problem, sending SMS and voice calls dropping out mainly in the Seville

East area

Service coverage e.g. drop out

Service drops out, depending where you are, cost of calls is creeping higher and higher

Signal dropouts are very frustrating this occurs in the centre of Melbourne which I find totally

unacceptable



Sometimes drops out at home. Billing etc. and provisions of phones is a problem

We have very poor reception in our street and calls often drop out

Cost (n=33)




Cost (n=5)

Cost and customer service support

Cost and poor phone design in both software and hardware (excluding iPhone4)

Cost and service dropouts

Cost is an issue. Getting satisfaction from Telstra if the bill is too large. All responsibility rests

with the buyer



‐ 39 ‐

Cost is still far too high

Cost is very high


Dropouts and call costs



Expensive

Expensive and support from Telstra is poor

Fear of expense involved, not sure how to use

High cost especially when travelling overseas. Necessitates purchase of separate sim card when

travelling

High costs of calls

High prices for calls and other services. Plans confusing and unfair to consumer. Poor quality

sound, video and multimedia. Pathetically poor internet speeds and reliability. Ridiculously

expensive internet costs and poor data quotas. (All of these issues are better in just about every

other country in the world)

Keeping the cost down

My phone is too complex and geared toward using email etc but at too much cost. Text and

numbers too small on base plan mobiles

Occasionally MMS and SMS does not get through or gets through later than expected. Internet

access is variable in reliability and expensive

Price and reception

Price and very poor local coverage on the Optus network for our home area

Range issues. Expensive




Service drops out, depending where you are, cost of calls is creeping higher and higher

The cost of text messaging is too expensive

Worried about costs so avoid use

Would use iPhone to access better mobile internet/email etc. but it's still too expensive

Devices (n=25)

Battery life (n=2)

Bit tricky to set up some functions



Catering for mobile phone users who just want to make phone calls and send messages.

Availability of new, economical phones to cater for this as well

Chews up too much power

Cost and poor phone design in both software and hardware (excluding iPhone4)

Fear of expense involved, not sure how to use



‐ 40 ‐

Frequent dropouts and too many options to remember where they are ‐ non standard charging

equipment

Having to have more than one sim card for more than one mobile device. I think service

providers should be able to provide one sim that can act as the internet hotspot on a device and

that device can feed other wireless apps that the owner wants to hook into the device e.g.

laptop is the hotspot ‐ attach iPhone, iPad or other laptops to it. One broadband mobile sim, one

bill

Making sure I remember to charge my phone

My mobile does not have all the functionality I would like

My phone is too complex and geared toward using email etc but at too much cost. Text and

numbers too small on base plan mobiles

Need to know about new uses for mobiles

Our lack of knowledge of how to use the applications

Poor reception and poor sound on most Mobiles





SMS is a pain. I only send SMSs when the mobile is connected to my computer

Size of screen and thus ability to read content


Technology of equipment and service when locked into a contract

The frustration is with the phone not the provider!

The phone does not ring for long enough to allow you to answer it. It switches itself off at the

most inappropriate times

Too many options and not always easy to understand what to do and what you are going to be

charged for

Mobile providers (n=16)


Complex plan detail and supplier website for online account services and no service coverage in

some rural areas

Cost and customer service support

Cost is an issue. Getting satisfaction from Telstra if the bill is too large. All responsibility rests

with the buyer

Expensive and support from Telstra is poor

Getting the correct support if your mobile is not working. I brought one online through Optus – I

will never do that again. The mobile was faulty and it was very hard to organise a replacement.

Online support is only interested in you purchasing a mobile, they don't care about what is

happening after the purchase







‐ 41 ‐

Incorrect billing

Lack of support of my particular phone

My phone cuts out constantly ‐ I have Emergency Calls only on my phone all the time. I have no

house phone as I can’t afford both. I get concerned if there is an emergency or I need to contact

people ‐ my children. I hate being told by my carrier they are 'looking into it' and nothing

changes

Not many but mainly dropped calls every now and then. Lack of clarity in billing







Technology of equipment and service when locked into a contract

Too many options and not always easy to understand what to do and what you are going to be

charged for

Reliability of mobile coverage (n=14)



Coverage and reliability




‘expletives’

Coverage is poor and not reliable






How flaky the connections can be and the difficulty to hear incoming call

Lack of Service and reliability

Not receiving messages sent to me, friends not receiving messages I’ve sent them but we get

charged for them!

Occasionally MMS and SMS does not get through or gets through later than expected. Internet

access is variable in reliability and expensive


Signal continuity

Very poor reception in our area ‐ usually have to go outside the house to get a signal, and still

unreliable quality of service

We are unable to get a mobile signal; therefore if there is a need to use the mobile (as when the

power is cut) we cannot rely on this. This is frustrating due to dependence on internet i.e.



‐ 42 ‐

university student in family needs to be able to access his portal and we need to be able to

receive bills etc. so we have often been without any communication at all

None (n=11)

I don’t have any problems

I don't have frustrations re the above. Given that we have good connectivity at home and at

work I don't feel the need for mobile email internet access

I try not to use the mobile, so have little frustration with it

Mobile service works well enough for me. I don't need any further services

Nil

None (n=6)

Speed (n=7)

3G is not offered in enough locations and is still relatively slow ‐ not keeping up with content

speeds





Poor coverage and speed


Slow. Lack of coverage ‐ blackspots. Poor ability to upload scripting on websites

Speed of connection is a frustration with 3G when using maps, web browsing

Weak signal and slow speeds

4.2 Other comments regarding mobile technologies


Again the tech support is frustrating ‐ trying to get my mobile phone onto a plan that I have with

my home/business phone and internet has been ongoing since December last year

Again too hard to keep up with the technology

Although there are blackspots I'm still happy with mobile coverage because I don't want to see

ugly towers dotted everywhere. If there was a different way to provide good coverage (not using

towers) I'd be happy

As we are a tourist area most visitors find they cannot use their mobile phones if they are not

with Telstra. Other suppliers are useless in providing signals in the Dandenong Ranges area

Better coverage in remote areas

Better coverage is needed in country and difficult terrain areas

Better instruction booklets when you get the service and don’t believe Anything the sales person

implies about your new phone

Cheaper 3G/mobile data plans. Fibre to the street, not just the node/exchange. Industrial areas

like Lilydale need fibre to every factory within the ‘estates’

Dropouts occur too often

Drops out all the time ‐ terrible for business!



‐ 43 ‐

Essential to have better reception

Even though I have a 3G phone and sim card I still don’t get reception at most places up the

mountain

Extremely poor reception in Mt Dandenong

Frustrated with certain areas in the hills for bad mobile reception

Frustration with plan variations, cold callers from providers all the time and mobile plans with

hidden costs ‐ easy all in packages would be better. Being able to keep an email from an existing

provider somehow when you churn to another would be useful

Great reception at work in Kilsyth but atrocious reception at home in Mooroolbark

Great technology but too expensive

Have deliberately chosen to have the most basic/pre‐paid mobile phone ‐ so barrier is self

inflicted. However, mobile phone coverage within Yarra Valley is questionable and unreliable ‐

too many blackspots

I absolutely love my Nokia Ovi Maps which is a free app for all their phones (no data charges and

possible to download via PC). Haven't looked up a street directory or Google maps since I started

using it

I am restricted to only using Telstra ‐ other mobile companies have real big blackspots

I experience dropouts quite frequently if I am working in my study part of the house, which is

very frustrating

I get frustrated with dead spots in the hills

I live 50km from Melbourne and my reception at home is in a blackspot. Have to move around

the house to get some reception. It’s usually in the toilet area which I guess is a comment on it

by itself. Next door or on the street its fine

I miss the call messaging service settings ‐ reset to unwanted setting. My phone records missed

calls, then Telstra sends message telling me I have a missed call ‘who left no message’ ‐ I have to

acknowledge in two places

I would use my mobile phone a lot more for internet and other services if the reception was

better

Improved coverage and cost

In places like Sassafras, parts of Olinda and heading up to Monbulk, mobile reception drops out

completely, which is totally unacceptable

It is poor at my residential and home office

It is rather disappointing to live relatively close to a metro area and be offered such poor

reception ‐ we miss calls because of this. Having tried all of the providers we are now left with

no alternative

It should be cheaper

It’s absurd that we have no mobile coverage and yet live within 80km off the Melbourne GPO

Love the smart phones ‐ we have both iPhone and Android ‐ this has absolutely revolutionised

our communication both professionally and privately

Mt Dandenong has obvious geographic barriers which make good coverage impossible

Mt Evelyn has a very poor reception area and needs to be upgraded

Need more towers (n=2)

Need to be better quality coverage



‐ 44 ‐

Need upgrades to the system across the board

No mobile phone service at property

Not suited to high data/bandwidth content internet use (most mobile web pages are specifically

designed for low data/bandwidth) ‐ generally unreliable. Limited battery‐life on many handsets

and too expensive to be a mainstream ‘communications centre’

Once again, coverage in country areas is a problem ‐ in the main area I use it we are no more

than 10km from a tower and it is sporadic service ‐ didn't happen with CDMA

Other providers’ coverage failures frustrate me because when their phones don't cover I can't

contact them. Alternative suppliers sell at lower prices (maybe) but their services don't come up

to standard

Poor 3G coverage

Security is the main issue for me. My children have access to more phone capabilities and their

safety and security is important to me

Sick of the dropouts and lack of quality reception

Some mobile blackspots still exist in the Yarra Ranges e.g. Vodafone hardly works around the

Kallista area ‐ so hopefully coverage will continue to be improved by mobile providers

Stay with the reliable carriers and do not be seduced by seemingly low prices elsewhere

Support is terrible and seems to be getting worse ‐ call dropouts are too frequent

Telstra is the only provider with good coverage in our area

Telstra is better than Optus, but Telstra’s service is so bad one can't go with them. So sometimes

the better mobile technology for an area is not an option due to principles ‐ not paying for bad

service, so put up with a lesser service

Telstra needs to end their monopoly and reduce prices

Telstra Next G is fine but all other carriers have terrible coverage, therefore need to pay the

extra cost to be with Telstra. Extra cost compared to residents in metro areas

The basics (reception/signal) should be better

The cost is excessive

The coverage is good in Belgrave but not as good in other parts of the Dandenongs

The mobile coverage issues are not a problem when at home. Mobile devices within range of

the home wireless LAN connect to it automatically and use ADSL2 instead of the mobile service

provider

The network coverage in the Yarra Ranges is too patchy and inconsistent

The network is often congested, having to redial a few minutes later to get a line

The Patch requires you to go with the only carrier whose service coverage extends to this area ‐

Telstra. There is no other real option ‐ any other carrier signal requires you to walk some

distance from home to get reception ‐ frustrating and restrictive technology. The reception for

all transmissions (including digital TV) are extremely poor in The Patch

The use of my mobile for business would be greater if I had better coverage in Silvan

There are a number of points on the main access roads to Mt Dandenong where coverage drops

out

There are still blackspots locally with some networks

Too expensive

Too expensive compared to overseas countries in Asia and Europe



‐ 45 ‐

Too expensive compared to overseas rates

Totally unreliable in the Dandenong Ranges except with Telstra. Irrelevant of the supplier,

mobile access should switch to the best ‘local’ reception

Touching on the issue of families, for a parent to be able to see that their child has checked in on

Facebook at their friends farm takes the worry out of keeping track of their children

Unreliable and poor quality. Only text is reliable (mostly)

Vodafone coverage and problems need to be addressed. Telstra is a rip off ‐ always promising

but rarely delivering good cost effective service

Vodafone doesn't work in Kallista township and many other areas. Telstra doesn't work on

Grantulla Road!

We are only able to reliably get Telstra service throughout the Dandenongs. We are therefore

penalised by costs as Telstra does not offer good deals

We can’t get mobile reception at home even with 4G

We do not get very good coverage in this area unless you are with Telstra. Most visitors/tourists

to the area often complain they have no mobile coverage when with other providers

We have one of the best communication services in the world

When will networks be off satellites so people from the country will no longer be at a

disadvantage? We have the technology to be globally networked ‐ get with the times

Whilst Telstra coverage is good in Don Valley, family and friends that visit and have different

carries often have poor phone coverage

Yarra Ranges, especially Mount Evelyn, has very poor coverage



‐ 46 ‐

5. Working

Ninety‐six percent (96%) of respondents indicated they work, with the majority employed in the

education and training (12%), health (11%), agriculture (8%), business (7%), IT and communications

(7%), tourism (7%) and service (6%) sectors (see Figures 27 and 28). Respondents were employed in

various locations in and around Yarra Ranges Shire, including Lilydale (n=27), Belgrave (n=20),

Healesville (n=16), Mount Evelyn (n=15), Melbourne (n=14) and Mooroolbark (n=14) (see Section

5.1).

Figure 27: Work

Figure 28: Work sector

95.6%

3.66% 0.73%

Yes No No answer

Do you work? (n=273)

0.77%0.38%0.38%0.38%0.38%0.38%0.77%0.77%

1.53%1.53%

2.3%2.68%3.07%3.45%3.83%4.21%

4.98%4.98%4.98%

6.13%6.51%6.9%7.28%7.66%

11.49%12.26%

No Answer

Transport

Science & research

NGO

Mining

Church

Legal

Insurance

Utilities & energy

Real estate

Wholesale trade

Community services

Finance

Government

Arts

Construction

Retail

Manufacturing

Hospitality

Service

Tourism

IT & communications

Business

Agriculture

Health

Education & training

What sector or industry do you work in? (n=261)



‐ 47 ‐

Ninety‐one percent (91%) of respondents’ workplaces have internet access, while those whose

workplaces do not have access indicated this was due to their workplaces being mobile (n=4), not

having access available (n=3), not requiring access (n=2) being outside (n=2) and due to the cost of

access (n=1) (see Figure 29 and Section 5.2).

Figure 29: Workplace internet access

Of the respondents whose workplaces have internet access 66% use ICT in their jobs very often, with

email indicated to be the most frequently used ICT service in their jobs (see Figures 30 and 31).

Researching products and services was identified as the most frequently used internet service in

their jobs, followed by general research and providing information about their products and services

(see Figure 32).

Figure 30: Use of internet services in job

Figure 31: Use of ICT services at work

Other: Electronic whiteboard (n=2) File transfer (n=7)

Remote access (n=5) Website management (n=2)

90.84%

4.4% 0.37%

Yes No No answer

Does your workplace have internet access? (n=261)

79%21%

How often do you use ICT in your job? (n=248)No answerNever (1)Rarely (2)Sometimes (3)Often (4)Very often (5)

6%

10%

11%

12%

16%

87%

94%

90%

89%

88%

84%

13%

Other



Social networking (e.g. Facebook or Twitter)

Instant messaging (e.g. MSN)

Email

Indicate how you currently use ICT services in your job (n=248)

No answer

Never (1)

Rarely (2)

Sometimes (3)

Often (4)

Very often (5)



‐ 48 ‐

Figure 32: Use of internet services at work

Other: Banking (n=2) Organisation‐specific databases (n=2)

Respondents described unreliable services (n=42), coverage (n=35), speed (n=30), cost (n=16) and

internal issues (n=13) to be the main frustrations and barriers they encounter in using mobile,

internet or other ICT services in their jobs (see Section 5.3). They also described improved

communications (n=21), e‐business (n=20), the ability to work from home or remotely (n=16) and

improved services (n=14) as possible future opportunities for the use of mobile, internet and other

ICT services in their jobs (see Section 5.4).

2%

34%

35%

43%

48%

58%

69%

72%

74%

98%

66%

65%

57%

52%

42%

31%

28%

26%

Other

Online procurement

Online sales

Research on competitors

Online professional development

Client support

Providing information about your products/services

General Research

Research on products/services

Indicate how you currently use these internet services in your job (n=248)

No answer

Never (1)

Rarely (2)

Sometimes (3)

Often (4)

Very often (5)



‐ 49 ‐

5.1 Work locations

Map

Figure 33: Work locations

Legend: •1‐4 responses •5‐9 responses •10‐19 responses •More than 20

Frequencies


Yarra Ranges Shire: Lilydale (n=27) Belgrave (n=20) Healesville (n=16) Mount Evelyn (n=15) Mooroolbark (n=14) Kilsyth (n=10) Yarra Glen (n=9) Chirnside Park (n=7) Montrose (n=7) Silvan (n=7)

Warburton (n=7) Monbulk (n=6) Olinda (n=6) Upwey (n=6) Seville (n=6) Yarra Junction (n=5) Belgrave South (n=4) Wandin North (n=4) Woori Yallock (n=4) Kalorama (n=3)

Menzies Creek (n=3) Selby (n=3) Coldstream (n=2) Don Valley (n=2) Gladysdale (n=2) Kallista (n=2) Launching Place (n=2) Mount Dandenong (n=2)Tecoma (n=2) Badger Creek (n=1)

Dixons Creek (n=1) East Warburton (n=1)Ferny Creek (n=1) Gruyere (n=1) Macclesfield (n=1) Sherbrooke (n=1) Yarra Valley (n=1) Yering (n=1) Various (n=12)

Knox City Council: Wantirna (n=3) Bayswater (n=2)

Scoresby (n=2) Upper Ferntree Gully (n=2)

Wantirna South (n=2) Ferntree Gully (n=1)

Knoxfield (n=1) Rowville (n=1)



‐ 50 ‐

Melbourne City Council: Melbourne (n=14)

Maroondah City Council: Croydon (n=6) Ringwood (n=2) Heathmont (n=1)

Monash City Council: Clayton (n=2) Glen Waverley (n=1) Huntingdale (n=1) Mulgrave (n=1)

Boroondara City Council: Hawthorn (n=2) Camberwell (n=1) Surrey Hills (n=1)

Yarra City Council: Richmond (n=4)


Casey City Council: Narre Warren (n=2) Berwick (n=1)

Whitehorse City Council: Blackburn (n=1) Burwood East (n=1) Nunawading (n=1)

Greater Dandenong City Council: Dandenong (n=1) Springvale (n=1)

Manningham City Council: Doncaster (n=1) Templestowe (n=1)

Murrindindi Shire: Castella (n=1) Marysville (n=1)

Port Phillip City Council: Port Melbourne (n=1) St Kilda (n=1)

Bayside City Council: Sandringham (n=1)

Mansfield Shire: Mansfield (n=1)

Moreland City Council: Brunswick (n=1)

Wyndham City Council: Little River (n=1)

5.2 Why workplaces do not have internet access


Mobile workplace (n=4)

I run a Mobile coffee van and do not have a computer in the van

Mobile office from car

No fix work place

We don’t work in the office we work anywhere



‐ 51 ‐

Access not available (n=3)

Is a clinic where practitioners rent rooms ‐ no central admin/office facilities there

Just not able to have access

Rooms there are hired on a sessional basis

Not required (n=2)

Don’t really need it

Not required

Work outside (n=2)

It's a farm! We have internet in the house that is partly used for farm, but mainly home use

Mostly outside

Cost (n=1)

Cost

5.3 Frustrations or barriers respondents encounter in using mobile, internet or other ICT services in their job

Tag cloud

access also area bad broadband call competition connection cost coverage data download dropouts equipment

expensive find frustrating get have high home infrastructure

internet lack limited line many

mobile more network none often

phone poor power problem really

reception services slow speed support technology Telstra time too use very when work



‐ 52 ‐

Word frequencies

mobile (n=26) reception (n=23) internet (n=21) phone (n=21) have (n=19) poor (n=19) none (n=18) service (n=18) slow (n=18) dropouts (n=17)

speed (n=17) coverage (n=14) connection (n=13) too (n=13) call (n=10) line (n=10) work (n=10) cost (n=9) get (n=9) when (n=9)

use (n=8) frustrating (n=7) lack (n=7) often (n=7) technology (n=7)expensive (n=6) really (n=6) time (n=6) area (n=5) bad (n=5)

many (n=5) power (n=5) problem (n=5) very (n=5) access (n=4) equipment (n=4) home (n=4) limited (n=4) more (n=4) support (n=4)

Telstra (n=4) also (n=3) broadband (n=3) competition (n=3) data (n=3) download (n=3) find (n=3) high (n=3) infrastructure (n=3) network (n=3)

Responses


Unreliable services (n=42)

Call dropouts or service difficulties. Internet/ICT is not an issue

Calls dropping out, poor reception

Cost reliability and having sub‐optimum equipment

Dropouts, slow service

Dropping out, slow internet service

If the phone line or internet connection fails

Inconsistent wireless signal. No ADSL broadband for higher speeds

Internet consistently drops out which is very frustrating when you are in the middle of

something

Lack of coverage, dropout rate, speed of downloading information imperative to getting my

work done

Line echo, call dropouts, aggressive telemarketers wasting time (especially from overseas call

centres)

Local area has dropouts all the time. Data speeds not reliably high enough to support move to IP

telephone/Skype or real time ICT support apps

Lots and lots of call dropouts which is exceedingly frustrating

Mobile can dropout if phone providers do maintenance on the phone lines in your area, this

happened yesterday ‐ no notification given for 2 hours

Mobile services are unstable and bad connections throughout the Dandenongs

No reception ‐ we have to stand outside in a certain spot to get SMSs, can’t get a call through.

Often powerlines are knocked down by garbage truck, trees or unknown means we cannot work

None other than inconsistent connections

Not too many. Sometimes services are unavailable but I just wear that. In Healesville it is windy

sometimes and the power drops out, but that's not too often

Phone dropout, power longevity

Phone lines are often of poor quality, especially after inclement weather

Poor mobile reception in our area and indeed is not as stable as land lines in many outer eastern

suburbs



‐ 53 ‐

Poor mobile reception. Resulting in dropouts during calls

Poor phone signal strength leads to multiple phone call to solve one problem

Poor power supply in Monbulk

Power loss or internet loss

Some sites take too long to download, frequent dropping out, equipment freezing, online

security, junk mail

Speed and dropouts

Speed, dropouts, cost

The main problem is the change in reception as you move around the Yarra Valley. Some places

have limited reception and can put you out of range for considerable times

There are frequent short internet dropouts

Too many service interruptions

Too slow and connections get overloaded and the network crashes too often

Unreliability of power continuity, broadband speed inadequacy, unavailability of mobile signals

from providers with adequate client support services

Unreliability of service access

Variable coverage and speed

Very frustrating when the system drops out and cannot be reconnected for some time

Very limited/unreliable mobile phone coverage. Slow internet connections

We find that BigPond does have network failures often and it causes a frustrating wait to get

back online

We have electric pulses on the phone line intermittently ‐ this fries our modem about once a

year. The phone company (Telstra) have done checks on the line and say there is no problem,

but I do not agree and a private contractor also agrees with us. Annoying but can't proceed any

further with Telstra on this

When it fails it is a nightmare

When the bank goes off line

When the line is down or the internet service is not working properly we lose contact with our

customers

Wireless Internet is frequently disconnected

Coverage (n=35)

Bad signal/reception in Mount Evelyn

Calls dropping out, poor reception

Coverage not good

Internet is slow and mobile coverage is poor


work done

Mobile continually has no service in Chirnside Park

Mobile coverage in our area can be poor

Mobile is poor but I use the land line and broadband services

Mobile phone coverage ‐ the lack of phone coverage in some areas stops us from using GPS

devices which rely on the phone network



‐ 54 ‐

Mobile phone reception in the Monbulk area is patchy. I find radio connection to be more

frustrating than mobile connection

Mobile phone reception is dodgy sometimes

Mobile reception on Mt Dandenong

My phone is dodgy so it doesn't always work the way it should. Poor mobile reception makes it

hard to communicate with clients

No competition because of bad reception in the Yarra Ranges

No mobile coverage. No competition other than Telstra

No mobile phone coverage and expensive satellite internet

No reception at all

No reception ‐ we have to stand outside in a certain spot to get SMSs, can’t get a call through.

Often powerlines are knocked down by garbage truck, trees or unknown means we cannot work

No service on mobile phone

None really, except that I have two mobiles. The Telstra one is exceptional coverage but the

Vodafone unit has issues when in the Yarra Valley. The Vodafone unit is provided by my ‘other’

work and is tied to a corporate plan

Often no reception for mobile phone

Once again reception from Vodafone is really bad

Poor coverage

Poor coverage for mobile devices

Poor internet coverage

Poor mobile reception in our area and indeed is not as stable as land lines in many outer eastern

suburbs

Poor mobile reception. Resulting in dropouts during calls

Poor reception

Poor reception of mobile

Poor reception, expensive mobile plans

Poor reception, slow ADSL due to bad infrastructure and distance from exchange

Poor reception, slow speeds

Too many poor reception areas. Too expensive



We have a problem with reception where our building is and we rarely have any internet

problems

Speed (n=30)

Bandwidths and speed

Cost and indifferent speed

Dropouts, slow service

Dropping out, slow internet service

Internet is slow and mobile coverage is poor


work done



‐ 55 ‐

Local area has dropouts all the time. Data speeds not reliably high enough to support move to IP

telephone/Skype or real time ICT support apps

No mobile phone coverage and expensive satellite internet

Occasional slow downloads

Poor reception, slow speeds

Poor reception, slow ADSL due to bad infrastructure and distance from exchange

Reception speed

Slow access to remote servers due to lack of ADSL2+ internet connection

Slow download speeds

Slow speed in connection probably the only one

Slower

Slow speed on internet. particularly when school kids get home across the neighbourhood ‐ gets

really slow


security, junk mail

Speed (n=2)

Speed and dropouts


Speed ‐ head office is in Sydney and another office in New Zealand. Communications are slow

and data transfer painfully slow when deadlines come into play

Too slow

Too slow and connections get overloaded and the network crashes too often



Variable coverage and speed

Very limited/unreliable mobile phone coverage. Slow internet connections

Very slow connection

Way too slow

None (n=18)

I don't have any. My internet connection is strong and reliable

I work for a university and they sell the use of technology with vigour and passion

None (n=11)

None at this time

None really (n=2)

None ‐ service is sufficient

Nil

Cost (n=16)

Cost (n=2)

Cost and indifferent speed

Cost of mobile phones and app use

Cost of mobile (handsets and connection) to support data services




‐ 56 ‐

Cost, difficulty keeping up to latest technology via software upgrades, interfacing different types

of technologies, learning new technology with limited time

Ever increasing costs for the same level of service

Just high cost

No funds for up to date technology

Not enough competition so prices remain high

Poor reception, expensive mobile plans


Too expensive

Too expensive to add mobile internet to laptop at work ‐ but can make do with home internet

services for work purposes as do all admin work from home

Too many poor reception areas. Too expensive

Internal issues (n=13)




Excessive restrictions on what and how it is used

I am also a pharmacy student. I spend 5 hours on the road each day I go in. Despite current

practice, lecturers won't usually offer podcasts

Many frustrations about the quality of infrastructure used by the organisations

None really ‐ only internal issues as our system is very old

Often the lack of link between all the elements

Primary problem is other people using our internet i.e. tapping into our wireless connection.

Children having no idea how much internet they are using and insufficient censoring of explicit

material

Resolution of issue can be difficult and expensive as I don't have a landline


security, junk mail

The restrictions to some websites at work are limiting

Traditional desires to meet face‐to‐face rather than use virtual interfaces. Lack of management

trust in worker productivity (unless they see you every day you are presumed to be goofing off)

When home computer misbehaves

Hardware (n=8)

Differences between phones. I just want to make a call but the work phone functions are so

different that it takes me 10 times as long to find the number I want to dial. Too complicated!

I need to get a hands free kit for my car, it is frustrating getting calls in the car. Also, short

battery life at times (I have an iPhone 4)

Mac and PC differences

My phone is dodgy so it doesn't always work the way it should. Poor mobile reception makes it

hard to communicate with clients

No frustrations with the service, more with the technology I'm using to access it e.g. old phone

or computer



‐ 57 ‐

Not having some of the technology and what I have is old technology is frustrating

The infrastructure ‐ access and getting additional equipment

Training, lack of funding for more updated equipment

Need for training (n=4)



Lack of knowledge

Need more knowledge

Training, lack of funding for more updated equipment

Bandwidth (n=3)

Bandwidths and speed

Limited bandwidth at Belgrave

Restricted download size on 3G

Lack of competition (n=2)

No competition because of bad reception in the Yarra Ranges

No mobile coverage. No competition other than Telstra

Access (n=2)

Inconsistent wireless signal. No ADSL broadband for higher speeds

Not all church members have internet services so this decreases the effectiveness of this form of

communication

Support (n=2)

Resolution of issue can be difficult and expensive as I don't have a landline





‐ 58 ‐

5.4 Future opportunities for the use of mobile, internet and other ICT services in respondents’ jobs

Tag cloud

able access allow area based being better business cheaper clients cloud communication company

computer conferencing connection could customers developing email enable faster get go

good have home improved internet laptop mobile more need networking none online opportunities phone place remote service social speed time up use

via website work would Word frequencies

internet (n=16) better (n=15) more (n=15) would (n=15) access (n=12) none (n=11) work (n=11) communication (n=9) have (n=8) phone (n=8)

mobile (n=7) based (n=6) clients (n=6) get (n=6) home (n=6) able (n=5) business (n=5) good (n=5) improved (n=5) online (n=5)

remote (n=5) speed (n=5) via (n=5) website (n=5) company (n=4) conferencing (n=4) connection (n=4) customers (n=4) faster (n=4) need (n=4)

networking (n=4) opportunities (n=4) service (n=4) time (n=4) use (n=4) allow (n=3) area (n=3) being (n=3) cheaper (n=3) cloud (n=3)

computer (n=3) could (n=3) developing (n=3) email (n=3) enable (n=3) go (n=3) laptop (n=3) place (n=3) social (n=3) up (n=3)

Responses


Improved communications (n=21)

Being able to communicate with my family more freely

Better communication with our internet based service providers

Better mobile access to the internet would mean quicker email replies etc as I wouldn’t need to

be in the office as much



‐ 59 ‐

Better use of video conferencing and training rather than having to travel. Improved data

communications between offices located nationally and internationally

Better, more effective and time saving communication with colleagues and clients

Changing to VoIP phones

Communicate with our clients more often

Conferencing internet phone

More ways of reaching existing and prospective customers and in a more convenient timeframe

My job is IT support. Better communications and data speed would reduce costs, give better

value to my business and ultimately result in better returns and possibly the opportunity to

create more jobs in the local area

Networking inter related social sites

Ongoing/increased advertising and networking

Planning and client communication

Social networking

The move to cloud based remote desktop applications and webinar based technologies is going

to make us further dependent on internet speed upgrades

Using solar powered rechargers for laptops would be good for when the power fails. Faster

internet upload would enable VoIP so I'd save money on the phone. I'd also like to get rid of the

TVs and get a digital service through the internet

Video conferencing with students, lectures via webcam etc

Video conferencing would enable greatly improved communication and coordination with

manufacturers and clients. Improved bandwidth would enable more employees to access

services simultaneously and at quicker speeds. High speed internet is the airmail/shipping of the

21st C ‐essential for commercial progress by isolated Australia in an ever technological world

environment

We are going to be using iPads when out of the office to stay connected and save time/money

We are trying to develop marketing strategies and communicating with customers is important.

Poor reception is a frustration

We need better and more reliable communications

e‐Business (n=20)

Access to broader market place

Better access to website

Bookings, sales and information

Cheaper wireless dongle internet access. Would allow research/ordering/email at any time. Not

waiting till I get home and starting again, so to speak

Cloud computing for backup, software, connection to work computers from outside the

workplace, improved marketing and patient education in a cost effective manner

Currently I am developing skills so that I can build websites for small businesses in the area

Developing a new website to attract more customers. Blogging and using social networking can

improve my business if I use them more in the future

Development of a website, regular updates on the ministries of the church to members and

attendees

May implement more of an online presence



‐ 60 ‐

More international strategies

On site quoting and billing ‐ possible move to cloud software

Ongoing/increased advertising and networking

Online businesses

Planning and client communication

Receive jobs via email on mobile phone

The most important current need is an up‐to‐date website and the ability to update it ourselves

Video conferencing would enable greatly improved communication and coordination with

manufacturers and clients. Improved bandwidth would enable more employees to access

services simultaneously and at quicker speeds. High speed internet is the airmail/shipping of the

21st C ‐essential for commercial progress by isolated Australia in an ever technological world

environment

We hope to go paperless one day

Web page and improved communication with clients at lower cost and increased ease via

decreased complexity

Would like to get the company fully online with website etc remote access on a larger scale,

company server etc

Work from home or remotely (n=16)

Being able to have a live update between the work and home computer ‐ so then my husband

could be at work and I could be at home with the kids, but still run our business effectively



Cloud computing for backup, software, connection to work computers from outside the

workplace, improved marketing and patient education in a cost effective manner

‘Cloud’ based application delivery

‘Cloud' technology ‐ means I can work anywhere there is an internet connection

Could allow remote access to clients from the road

Good access/coverage would allow access to computer based programs that can be used off‐site

to a great advantage to customers in me being able to go to them

On site quoting and billing ‐ possible move to cloud software

Remote access to the company network via laptop

Remote area counselling in my work as a psychologist



Wait for the world to catch up with necessary attitude shifts. 15 years ago I introduced

Swinburne Lilydale to on and off‐campus study and work practices by staff. They have regressed

to mostly class presentations supplemented by ICT

Work from home

Workplace flexibility creating happier workers, so better productivity, loyalty to company

Would like to be able to access both work and home emails from my mobile phone

Would like to get the company fully online with website etc remote access on a larger scale,

company server etc



‐ 61 ‐

Improved services (n=14)

As business grows the need for faster services will arise ‐ both for the internet and the use of

mobile phones. I will be conducting webinars and the speed of connection will determine the

success

Better access and more apps

Better reception would be good

Better service

Better speed would improve many things

Cheap satellite phones, simpler network integrations, less product support required, better

coverage and cheaper rates

Cheaper wireless dongle internet access. Would allow research/ordering/email at any time. Not

waiting till I get home and starting again, so to speak

Cheaper, faster and more reliable would make the internet a more accessible tool

Just want everything we have to work well

Mobile has its place but will never provide the level of functionality that you get from a full size

screen and a cabled internet connection

Mobile internet from laptop at work ‐ integrated with home plan

My job is IT support. Better communications and data speed would reduce costs, give better

value to my business and ultimately result in better returns and possibly the opportunity to

create more jobs in the local area

Starting new venture ‐ good internet is a must

Using solar powered rechargers for laptops would be good for when the power fails. Faster

internet upload would enable VoIP so I'd save money on the phone. I'd also like to get rid of the

TVs and get a digital service through the internet

None (n=12)

None (n=8)

None expected

None for now ‐ we do not have restaurant or accommodation facilities to be able to use such

technology in different ways and perhaps to our advantage

None really

We have a good set up and I don't see it improving via faster broadband

Unsure (n=8)

Can't think of any at the moment

Don't know

Don't know yet

Limited

Not sure (n=2)

Unsure (n=2)

Many (n=6)

I am an online‐based industry so the internet is constantly providing opportunities for me and

my clients



‐ 62 ‐

The NBN will provide great opportunities. The Liberal Party’s absurd policies would be a huge

setback. Wireless broadband will never work properly here because it is too hilly

The opportunities are only limited by the service providers and IT techs to get their imaginations

to the market place

The sky’s the limit, providing the bandwidth can handle it

There is always some possibility growing to reality

With international travel working in communications, opportunities are limitless

eLearning (n=4)

As business grows the need for faster services will arise ‐ both for the internet and the use of

mobile phones. I will be conducting webinars and the speed of connection will determine the

success



Developing online training programs



Work from home

Hardware (n=3)

Funds for mobile phones with internet

Having an iPad would greatly benefit my business time and the ability to keep in contact ‐ rather

than having to go back to the laptop at my desk

Web cam on every computer

5.5 Other comments regarding ICT in respondents’ jobs


Ability to securely share complex documents and files with remote colleagues reduces reliance

on road transport and the costs and dangers of road infrastructure

Adequate for now

Better and cheaper internet access

Education in the use of the full capacity of ICT services is equally important as the signal

strength, speed and mobility of the service

Great potential

Hope to increase usage of Skype in the future

I work for myself so it's very important for me to have a regular and reliable service. I have a

strong business with good client relationships, so clients trust me to work away from their

workplaces. I'd love to do more video conferencing, though the quality is not too great at the

moment due to ADSL limitations

I would fail on my job if I did not have a first class ICT service at my disposal 24/7

ICT is fantastic as long as it’s working!

It is good in the workplace but generally very intrusive particularly if you have your own business

‐ you are then always contactable and there is no 'switch off' time



‐ 63 ‐

More bandwidth=more business=more jobs. I already have multiple clients in the Lilydale

industrial estates who need direct cable/fibre access. Make it happen and get more jobs and

money in the local area and around Australia

Need the NBN ASAP

Need to be more progressive in regards to utilising ICT

Out of date software

Please provide teaching sessions

Security concerns take place ahead of productivity

Speed and coverage are the greatest barriers

The cost of keeping pace with it all is prohibitive

The issues in Monbulk relate to speed and continuity of power supply

Too complicated. Never works properly. Connections are slow and teleconferencing dropout

Training would be valuable. With all new technologies, it's no good unless you know how to use

it

We could do a lot more but do not have the time to learn

We need better and more reliable communications

We need to be contactable at all times, ICT can enable us to react more quickly to our clients

needs, reduce our costs getting information on the road rather than getting the information on

return to office and having to back track to a place I may have been

We simply do not have current technologies available at our location. Telstra simply advises

both the road and/or exchange are simply not capable. Having lived in the area my whole life I

have seen housing estates pop‐up all over the place and continual sub‐division approvals. This

load on the infrastructure I don't believe has been kept up with. ADSL2 at work and cable at

home simply cannot deliver the promised speeds due to the loads in the area

Where would I be without it?

Working in the communications and technology area within my industry means that speed and

affordability of access with innovation is very valued

Workplaces can get huge benefits by supporting employees to work from home using ICT

Works fine



‐ 64 ‐

6. Commuting

Sixty‐two percent (62%) of respondents who work commute between home and work, with the car

(98%) by far their most common means of transport used (see Figures 34 and 35). Thirty‐eight

percent (38%) of these respondents also spend one hour or less commuting in an average week,

with 33% spending 2 ‐ 5 hours and 20% 6 ‐ 10 hours commuting (see Figure 36).

Figure 34: Commuting

Figure 35: Transport used to commute

Figure 36: Hours spent commuting per week

Seventy‐seven percent (77%) of respondents do not use any ICT services while commuting, with

respondents indicating the main reasons for this to be because they were driving (n=32), travelling a

62%

38%

Yes No

Do you commute between home and work? (n=261)

1%

1%

2%

2%

4%

7%

10%

98%

Other

Tram

Bus

Bicycle

Motorbike

Train

Walk

Car

What types of transport do you normally use to commute between home and work? (n=163)

No answer

Yes

38%33%

20%

6% 2% 1%

1 hour or less 2 ‐ 5 hours 6 ‐ 10 hours 11 ‐ 15 hours 16 ‐ 20 hours 20 or more hours

In an average week, how many hours do you spend commuting between home and work? (n=163)



‐ 65 ‐

short distance (n=25), had no need to use them (n=15), recognised their use was illegal while driving

(n=9) and because of safety concerns associated with their use while driving (n=7) (see Figure 37 and

Section 6.1).

Figure 37: Use of ICT services while commuting

Respondents who use ICT services while commuting indicated their usage included various functions

of their mobile phone (n=30), their mobile phone with handsfree (n=9), email (n=8), GPS (n=7) and

the internet (n=4) (see Section 6.2). These respondents also indicated they encountered frustrations

and barriers with mobile reception (n=20), the reliability of mobile reception (n=11), handsfree

systems (n=4) and mobile internet (n=3) in their use of ICT services while commuting (see Section

6.3).

Respondents provided mixed descriptions of their predicted future uses of improved ICT services

while commuting, with many predicting their usage would not change (n=26), while others predicted

increases in their use (n=16), efficiency (n=10) and the degree to which they rely on the services

(n=6) (see Section 6.4).

6.1 Why respondents do not use ICT services while commuting


Driving (n=32)

As I am driving

Because I'm driving (n=4)

Because I’m driving and it’s illegal to use mobile phones/internet whilst driving

Because I am concentrating on driving

Because I am driving (n=2)

Because I am driving a vehicle at the time of commuting

Can't when driving and don't catch public transport often enough to warrant it

Concentrating on driving

Difficult on a motorcycle, illegal in a car

Don't do any external activity when driving

Driving (n=5)

23%

77%

Yes No

Do you use any ICT services while you commute? (n=163)



‐ 66 ‐

Driving a car

Focus on driving

I'm driving (n=3)

I am driving (n=2)

I am driving ‐ it would be highly dangerous during my daily commute!

I drive and cannot access services when I drive and I only drive 6 minutes to work ‐ hardly time

for access!

Not possible when driving

On bike

Too busy driving and don't need to

When I’m driving I can’t use a phone or computer. When I’m on the train its standing room only

and why would I want to spend time looking at some tiny screen and use tiny buttons ‐ rather

read newspaper and do the cross word

Short distance (n=25)

15 minute walk or a 2 minute drive ‐ just not applicable

5 minute drive ‐ not worth it

5 minutes from work

5 minutes trip

2 minutes drive

Don't travel very far from home

I am only in the car for 20 minutes

I drive and cannot access services when I drive and I only drive 6 minutes to work ‐ hardly time

for access!

I live 5 minutes away

I live close to my office

I live one minute drive from my workplace!

I only spend 6 minutes in the car between work and home. Too short a time to be online at the

one set of lights I go through!

It is a very short drive so no need to be distracted from driving

It’s 400m

It’s a 3 minute drive!

It's the only 2 minutes of the day when I don't need to. It gives me a chance to see what’s just

around me

No need ‐ live close to work

No need to ‐ close to work

No time

Not necessary as short distance

Only live 5 minutes from work therefore no need ‐ no time

Short distance travelled

Too short a distance

Walk is only one minute

Work only 7 minutes from home



‐ 67 ‐

No need (n=15)

Don't need/want to

Don’t need to (n=2)

It is a very short drive so no need to be distracted from driving

It isn't necessary

No need

No need ‐ live close to work

No need to ‐ close to work

Not needed

Not necessary (n=3)

Not necessary as short distance

Not relevant

Too busy driving and don't need to

It’s illegal (n=9)

Because I’m driving and it’s illegal to use mobile phones/internet whilst driving

Difficult on a motorcycle, illegal in a car

Illegal when driving

It's dangerous to drive and talk/text etc and it's against the law

It is illegal to do so. However I am 'always' on the phone via Bluetooth and my GPS system is

constantly on

It is illegal to drive while on the phone

It's illegal, isn't it?

Not allowed in planes and when driving it’s not safe

Not allowed whilst driving

Safety (n=7)

I am driving ‐ it would be highly dangerous during my daily commute!

It's dangerous to drive and talk/text etc and it's against the law

It’s safer

Not allowed in planes and when driving it’s not safe

Safety

Too dangerous ‐ it can wait until I am not driving

Unsafe

Unsure (n=4)

Unsure (n=4)

Don’t have handsfree (n=4)

Do not have handsfree mobile

I don't have the facilities

No handsfree on mobile phone, so no opportunity to use it

No suitable integration with vehicle systems



‐ 68 ‐

Don’t want to (n=3)

Don't need/want to

Don't want a mobile phone because I'm not on call!

When I’m driving I can’t use a phone or computer. When I’m on the train its standing room only

and why would I want to spend time looking at some tiny screen and use tiny buttons ‐ rather

read newspaper and do the cross word

Communications reception (n=2)

Poor consistent mobile signal

The quality of the communication receptions

Don’t have mobile internet (n=2)

Don't use wireless internet

I don’t have mobile internet

Use sometimes (n=1)

Sometimes internet or radio

6.2 How respondents use ICT services while commuting


Mobile phone (n=30)

Bluetooth phone connection

Check timetables, coordinate schedules with family and answer work emails

Customer support calls

For GPS Navigation. Mobile phone for communicating and sending emails. Laptop and mobile

internet for business use, emails, research, product support and organisation coordination

Handsfree phone (n=2)

Handsfree phone calls

I work with machinery, so I check missed calls when I travel between jobs

I would use my mobile phone more if call quality was better

Keeping track of clients

Maps on the iPhone, mobile calls with Bluetooth

Mobile phone (n=4)

Mobile phone ‐ occasional

Mobile phone but only rarely

Mobile phone on Bluetooth

Mobile phone to clients, checking emails etc

Mobile phone to contact children

Mobile phone to make/receive phone calls

Mobile phone with Bluetooth connection

Mobile phone with handsfree facility and cradle, of course

Mobile phone, GPS

Mobile is used for work (all hours)



‐ 69 ‐

Phone, email

Skype, calls, email, mapping

Using an iPhone and receiving emails and messages whilst on the road

Voice calls and text messages

When I'm on the train I use my mobile broadband to work

Handsfree (n=9)

Bluetooth phone connection

Handsfree mobile with email available if I wish to use it

Handsfree phone (n=2)

Handsfree phone calls


Mobile phone on Bluetooth

Mobile phone with Bluetooth connection

Mobile phone with handsfree facility and cradle, of course

Email (n=8)

Check emails

Check timetables, coordinate schedules with family and answer work emails



Handsfree mobile with email available if I wish to use it

Mobile phone to clients, checking emails etc

Phone, email


Using an iPhone and receiving emails and messages whilst on the road

GPS (n=7)



GPS app on phone and Google maps

GPS navigation/Google maps

GPS to navigate deliveries


Mobile phone, GPS


Internet (n=4)



Research and search

Research, appointments

When I'm on the train I use my mobile broadband to work



‐ 70 ‐

Laptop (n=1)



Skype (n=1)


6.3 Frustrations or barriers encountered in using ICT services while commuting


Mobile reception (n=20)

Calls often dropout or are hard to hear

Connectivity

Dropout points up the Warbarton Highway

Dropouts

Dropouts and no service in hilly areas

Dropped calls and poor coverage

Dropping out of mobile phone coverage

Nil apart from bad reception in some areas

No mobile phone range in Mt Evelyn where my children attend a childcare centre

No service

Poor level of mobile signal

Poor quality voice reception and unexplained dropouts when there's plenty of coverage

Poor reception

Poor service coverage along the Warburton Highway

Reception

Reception quality varies

Service dropouts

Sometimes there is a lot of echo on the Bluetooth in the car

The broadband drops in and out depending on the suburb the train is in

There are a few black spots where I cannot use the mobile phone

Reliability of mobile reception (n=11)

Calls often dropout or are hard to hear

Dropout points up the Warbarton Highway

Dropouts

Dropouts and no service in hilly areas

Dropped calls and poor coverage

Dropping out of mobile phone coverage

Poor quality voice reception and unexplained dropouts when there's plenty of coverage

Satellite positioning systems aren't always accurate

Service dropouts

The broadband drops in and out depending on the suburb the train is in



‐ 71 ‐

There are a few black spots where I cannot use the mobile phone

Handsfree (n=4)

Cheaper and unreliable Bluetooth technology which is worse than the old and far superior hard

wire 'car kit' style mobile phone car kits

Don’t have hands free, must pull over to the side of the road

Sometimes there is a lot of echo on the Bluetooth in the car

The car kit isn't as good as the old systems (pre‐Bluetooth) ‐ Bluetooth is unreliable. The charger

is not integrated with the sound connection which isn't incorporate to the car stereo

Mobile internet (n=3)

It is too slow

Maps are slow to load

Wireless internet coverage should/could be provided by the transport company i.e. buy internet

access with travel ticket

No issues (n=2)

None (n=2)

6.4 How respondents would use ICT services differently if they were to improve


No change (n=26)

Can't think of any

Don't understand ‐ can’t get there by internet

Hard to see how this may be appropriate unless the car is able to drive itself

I live only 4km from work so I don’t really have a need

I rather use my time to explore the newspaper, also as I spend most of my day being a slave to

technology I rather spend any spare time away from a computer screen

I wouldn't (n=2)

I wouldn’t as I drive to work

I wouldn't as I mostly ride a motorbike

I wouldn't for the above reasons

I wouldn't. It’s more important that I can drive the car and not use internet

I wouldn't, I drive

Nil (n=2)

No change (n=4)

No necessary

Not really ‐ can't surf the web and drive!

This is not possible

Type of usage would not change

Until you invent cars that drive themselves, it probably wouldn't change

Would not use them when driving

Wouldn't



‐ 72 ‐

Wouldn’t use them

Increase use (n=16)

Access information/communication

Check emails more regularly

I would use more often if ICT was easy access and cheaper

I would use them more, not so much when I commute, rather in between classes if the fees for

using them were much cheaper

I wouldn't ‐ perhaps just check email but again, not possible whilst driving and I wouldn't do it

If I had the correct facilities I might use ICT services

If I had to commute via public transport I would be using ICT services consistently to access and

download music, apps and books

Improved navigation systems would make travelling easier

Internet telephone more

More frequently

More frequently. I would catch the train instead and use mobile internet whilst travelling

Probably use wireless dongle internet access ‐ currently too expensive to be viable

Traffic reports sent to my phone

Use laptop online

Use laptop to work if it was uninterrupted

When I go to the city for meetings or procurement, this would useful in staying in touch

Increasing efficiency (n=10)

Able to stream music quickly

Better

Better time management

Faster, more efficient coverage

Flat batteries and unreliable connections would no longer be a problem

Handsfree, would save time

I would be able to use it more efficiently and I would be more productive

Less phone calls due to dropouts

More frequently. I would catch the train instead and use mobile internet whilst travelling

When I go to the city for meetings or procurement, this would useful in staying in touch

Increasing reliability (n=6)

Clear reception

Greater stability in the service ‐ fewer phone dropouts

I could continue phone conversations

It would be easier to use, more reliable and safer

It would be more reliable and able to send bigger files

Would just make the job easier, I use ICT frequently while commuting but just put up with poor

quality reception and redialling



‐ 73 ‐

Use handsfree (n=4)

Handsfree, would save time

Use of telephone would be easier if hands free was a standard feature in motor vehicles

Would purchase Bluetooth phone if service was better

Would use handsfree service as it would have better reception/coverage and would perform

better

Unsure (n=3)

Don't really know, haven't thought about it

Not sure (n=2)

6.5 Other comments regarding ICT and commuting


Better than any other country provides but I guess we always want better and faster service

Commuting is not good way to get to work from Selby because the public transport is extremely

poor, services do not connect and takes too long to get to some places

Get a life, get some hobbies

Good on a train/buss. Not so good in a car

I'd use my iPhone maps more if my data plan was bigger

If I were to commute to and from work via public transport for longer than 30 minutes I'd

consider using mobile services to connect to work etc. Driving a vehicle or walking really doesn't

make sense to try and also work

If you are driving I believe you shouldn't. If public transport is being used then I guess one could

use such services if necessary

It is difficult to use a service if the access is not well supported or able to be accessed at all times

Probably should concentrate on the journey home rather than trying to work at the same time!

Stuff Bluetooth ‐ bring back the more reliable and convenient cradle

When being driven or on the tram/train I often twitter, email and MSN along with mapping and

web browsing



‐ 74 ‐

7. Working from home

Thirty‐eight percent (38%) of respondents who work indicated they work from home very often, 19%

often and 23% sometimes (see Figure 38). Respondents who work highlighted the speed of the

internet (n=27), reliability of ICT (n=11), mobile reception (n=9), network access (n=8) and cost (n=7)

were the main ICT related factors that prevent them from working from home more often (see

Section 7.1).

Figure 38: Work from home

Sixty‐one percent (61%) of respondents would like to work from home very often or often in the

future (see Figure 39). Respondents highlighted improved work/life balance (n=50), improved

productivity (n=45), reduced travel time (n=45) and reduced costs (n=26) as the main benefits that

would arise from them working from home more often (see Section 7.2).

Figure 39: Work from home in the future

7.1 ICT related factors that prevent respondents from working from home more often


None (n=30)

Nil (n=3)

No factors prevent me working from home, but I waste time because technology is not as

efficient as it could be

No related factors to ICT

None (n=23)

None ‐ we are farmers who still rely on physical/real environments to get the majority of our

work done in the field. We are not dependant on ICT to work ‐ the internet is a tool but not a

necessity. In any case, it is available and a good computer with relevant software makes our

business tools complete ‐ we have been running a sophisticated computerised irrigation

57%43%

How often do you work from home?(n=261) Never (1)Rarely (2)Sometimes (3)Often (4)Very often (5)

61%39%

How often would you like to be able to work from home in the future? (n=261) No answer

Never (1)Rarely (2)Sometimes (3)Often (4)Very often (5)



‐ 75 ‐

software system for years, accessible remotely without the necessity of internet or well known

ICTs. Agriculture is not a 'working from home' job and the cleverest ICT or fastest internet

connection will not assist in this sector. I might work from home often for paperwork but my

husband is always out there ‐ someone needs to be

Not aware of any

Internet speed (n=27)

Cheaper 3G/mobile data plans. Fibre to the street ‐ not just the node/exchange. Industrial areas

like Lilydale need fibre to every factory within the ‘estates’. Reliable high speed data would

mean I could move to Skype and ‘real time’ support for clients

Speed is the primary issue. I only live a couple of minutes from work, however it is more efficient

to work at the office than from home

Files located at work, internet speed deficiencies when using VPN remote access

Lack of connection speed

Lack of internet reception

Very slow internet

Slow ADSL

Mobile phone reception, internet speed

Many negotiation, sales and purchasing situations currently require travel for face‐to‐face

communication. The inability to quickly transfer very large digital files increases reliance on road

transport services or dramatically increases workload compressing and dividing files

Faster access would be better

No mobile phone service and no other service providers other than Telstra. Internet can be slow.

Phone and internet down at least three or more times a year in storms due to trees down etc

File size is limited at the moment. Communication is often poor

We cannot get ADSL2 where we live

Slow internet

Work connection, Lilydale is too slow

We work from home full time, and often have issue with telephone lines being knocked down by

the garbage truck, trees or other reasons. Sometime we simple have no power or internet is

very slow

Speed of Internet

Speed of internet connection at home. Cost

Connections are too slow and there are always communication problems

Internet speed

Broadband speeds and costs

Line speeds

My ~1.75Mbps internet connection isn't nearly fast enough

Speed and reliability of wireless is unpredictable

Internet access to fast broadband. It cannot support the applications I need for my work

Internet costs and download limits

Slow internet connection



‐ 76 ‐

Reliability of ICT (n=11)




Connections are too slow and there are always communication problems

File size is limited at the moment. Communication is often poor

Having reliable Internet is a must. Fortunately I have that with Telstra



Power outages

Quality of internet access

Speed and reliability of wireless is unpredictable

Speed of the network and dropouts

Unreliable internet connection



very slow

Type of work (n=10)

I have two jobs ‐ home and Blackburn. Can’t do Dentistry on internet

I need face‐to‐face contact with my clients in my counselling, or I miss half the communication

I work in a team environment which requires constant interaction with other staff, also the

‘boss’ wants to see us working

If we can do invoices or do more paper work easy on the run then it would be make my life

more easier

In public position ‐ not suited to job description

I’m a teacher, I need to go to where my classes are

Managerial decisions, not technology ‐ all the infrastructure is here, but there is a perception

that people ‘mess around’ when not in the office

Many negotiation, sales and purchasing situations currently require travel for face‐to‐face

communication. The inability to quickly transfer very large digital files increases reliance on road

transport services or dramatically increases workload compressing and dividing files

Need for face‐to‐face client contact

Work is externally based

Work from home already (n=10)

Always work from home due to running of accommodation business from home

Home based, but work involves installation of equipment in clients premises

I am able to work seamlessly from home using ICT functionality and in fact this is what makes it

possible

I currently work from home and will be going into a retail shop in the next 6 weeks

I have two jobs ‐ home and Blackburn. Can’t do Dentistry on internet

I work from home

My office is in my home



‐ 77 ‐

Our business is home‐based

Our business is run from home (or home is at our business)



very slow

Mobile reception (n=9)

Mobile phone reception, internet speed

Mobile reception poor

No mobile phone access



Pathetic mobile reception

Phone coverage not good at home

Poor mobile phone reception

Poor mobile telephone reception

Quality of mobile phone service

Network access (n=8)

Access to VPN and the network speed

Files located at work, internet speed deficiencies when using VPN remote access

Having access to the work network. I can currently access my work email but not the files I am

working on

Logging in remotely is sometimes very slow

Not having remote access to work servers doesn't allow for project changes out of the office

unless online systems such as Dropbox are utilised

Speed of the network and dropouts

Work connection, Lilydale is too slow

Work has private system that I can't connect to at home

Cost (n=7)

Broadband speeds and costs




Cost to have higher download limits

Internet costs and download limits

Limit to data due to cost of satellite broadband

My home computers are too old. I can't afford to keep updating them. The setup cost to be fully

operational is too prohibitive

Speed of internet connection at home. Cost



‐ 78 ‐

No desire to work from home (n=4)

I don't want to work from home. Work and home are very close and I have the best of both

worlds. Maybe in the future if we sold out current business and decided to work from home this

aspect of the survey would be more relevant

Not Applicable. I choose to not work from home

No need to but I have to attend to my activities away from home a couple of times per week

There is no need

Equipment required (n=3)

I don't have a laptop and most of the old equipment I have prevents me working from home

Lot of professional equipment needed

My home computers are too old. I can't afford to keep updating them. The setup cost to be fully

operational is too prohibitive

Unsure (n=3)

Unsure (n=3)

Education and training required (n=1)

Too long to educate myself on optimal usage

7.2 Benefits of working from home more often

Tag cloud

able already around balance being benefits better business car commuting

costs could day distractions done environment family flexibility free

from fuel get greater have home hours improved increased interruptions

kids less life lower money more my office personal petrol

productivity reduced save spend stress time traffic transport

travel work would



‐ 79 ‐

Word frequencies

time ‐ 67 work ‐ 63 more ‐ 52 less ‐ 43 home ‐ 38 travel ‐ 32 family ‐ 25 from ‐ 24 my ‐ 24 flexibility ‐ 19

costs ‐ 18 commuting ‐ 15 have ‐ 15 better ‐ 14 would ‐ 14 get ‐ 11 life ‐ 11 done ‐ 10 able ‐ 9 already ‐ 9

business ‐ 9 hours ‐ 9 balance ‐ 8 productivity ‐ 8 save ‐ 8 environment ‐ 6 money ‐ 6 stress ‐ 6 car ‐ 5 office ‐ 5

personal ‐ 5 petrol ‐ 5 transport ‐ 5 being ‐ 4 benefits ‐ 4 distractions ‐ 4 fuel ‐ 4 greater ‐ 4 lower ‐ 4 reduced ‐ 4

spend ‐ 4 traffic ‐ 4 around ‐ 3 could ‐ 3 day ‐ 3 free ‐ 3 improved ‐ 3 increased ‐ 3 interruptions ‐ 3 kids ‐ 3

Responses


Improved work/life balance (n=50)

Although never ideal to work whilst at home I'd rather be at home working than at work. My

work requires very long hours many of which could be done at home if the situation permitted

As a single parent (separated) I could be able to look after my children better in the current

shared custody arrangement

Baby sitting while working

Be with family and friends

Being able to have kids and still work from home

Better family life, less stress, more control over my life, better use of time and resources

Better lifestyle and more time with my family. Less commuting, better for the environment

Better life/work balance

Better organisation, better meals as I would save travel time and can do things at home in my

lunch breaks etc

Better work life balance. Less commuting

Could start studying again ‐ online

Don’t have to use car, more family friendly (can fit in other things around work like school drop

offs), can do chores and work at same time. Get more work done without the distraction of the

office

Eliminate commuting and all associated costs to environment and business/personal

Family work balance

Flexibility around family, savings on fuel, wear and tear on car etc, flexible hours

Flexibility, work/life balance

Flexible time to include more time with family

Flexible work hours, reduced stress, reduced travel costs

Get to see my family and can work in my own comfortable environment

Greater disposable time for personal activities. Ability to create more work due to more time

I am the primary carer to a 2 year old and newborn

I save a lot of petrol by working from home more than three days a week, plus I can work in my

pyjamas!



‐ 80 ‐

I would have a better quality of life. I would be less stressed, be able to spend more time with

my family in addition to efficiency with work

It would make being a single parent a little easier

Keep the family harmonious

Less commute time=more time with family

Less commuting time and more family time

Less time travelling more time for family

Less travel time, no after and before school care costs, tax benefits

Less travel=less stress more time for family

Less wasted money on petrol, save 3 hours a day in commuting time. Would be able to spend

time with my children and be home when they arrive home from school

Less travel time, more family time, less environmental impact from travel, less cost of

commuting

More able to multi task, work around home plus business

More flexibility for family/work life

More family time, less interruptions

More time with family, kids and community

More time with family, more flexibility in the lifestyle

More time with family, personal free time, reduced commuting and vehicle maintenance costs,

reducing pollution/traffic congestion

More time with family ‐ better work/life balance

More family time

No commuting=more time for me

Not having to get out of my pyjamas

Personal preference

Reduce travel, enables completion of projects, enables me to also supervise family

Saved hours from travelling and thus improved health and balance of life or improved business

development

Spend more time in the local area. Be available for fire calls (CFA volunteer)

Spend more time with my family

Stress free environment, convenience of working/living at home

Work life balance and being able to work in isolation without interruptions

Work life flexibility/balance

Productivity improvements (n=45)

A more relaxed environment where I can concentrate on work without distractions

Accessing students work, parents contacts and staff work from home


Better flow of productive work

Better organisation, better meals as I would save travel time and can do things at home in my

lunch breaks etc

Better time management ‐ lower transport costs ‐ less disruption



‐ 81 ‐



office

Fewer distractions allowing for more concentrated efforts of time focussing on a single task

Get more work done

Greater disposable time for personal activities. Ability to create more work due to more time

Greater productivity

Greater productivity, less down time travelling

I get more done and its more cost‐effective because I don’t have to pay for the office room

rental fees

I get more work done if I don't have to commute to my clients

I would be able to get more done and have a quicker result, instead of wasting so much time

waiting for downloads or programs on a slow internet provider

I would have a better quality of life. I would be less stressed, be able to spend more time with

my family in addition to efficiency with work Less time in store and more time at home

preparing and planning my business for increased growth

Instant communication with clients

It would allow time to process work during the commute period and be more productive

Improved ability to concentrate on constructive efforts and reduced reliance on time wasting

transport to places of design, manufacture and purchase. Greater efficiency and profitability

would increase employment and expansion prospects

Less commuting and wasted time

Less distractions than the work environment

Less time travelling, and more usable time at home

Less travel and more time to work

Less travel time, stress and therefore more productive office hours

More able to multi task, work around home plus business

More chargeable hours

More efficient ‐ get more work done

More family time, less interruptions

More productivity. Less wasted time travelling

More time

More time less cost

More work time, less travel time

Quiet to get more work finished. Able to work more flexible hours

Quietness, increased productivity, less interruptions


Reduces costs in transport, car maintenance, saves time with deliveries

Save time, save resources, lower carbon footprint

Saves time

Saves time and money

To be able to access documents online at home allows projects more time to be completed

rather than just at work



‐ 82 ‐

To get more done, less distracting

Two to three more productive hours each day!

Work life balance and being able to work in isolation without interruptions

Would free up my time in the shop to do other things

Reduced travel (n=45)


Better time management ‐ lower transport costs ‐ less disruption

Better work life balance. Less commuting

Decreased fuel costs, increased flexibility of time as travel is eliminated



office


Greater productivity, less down time travelling

I get more work done if I don't have to commute to my clients



would increase employment and expansion prospects

Less commute time=more time with family

Less commuting

Less commuting and wasted time

Less commuting time

Less commuting time and more family time

Less need to travel ‐ lower greenhouse gas emissions!

Less traffic, less stress, transport savings

Less time travelling, and more usable time at home

Less time travelling, more time for family

Less travel (n=3)

Less travel and more time to work

Less travel time and associated car/fuel costs. Having good coffee on tap and not having to pack

lunches!

Less travel time and cost


commuting




Less travelling and fuel costs



Less wasteful travel time

More productivity. Less wasted time travelling



‐ 83 ‐



More work time, less travel time

No commuting=more time for me

No need to rent business space /less travelling

No travel

No travelling to office, less cost and CO2 emissions


Save transport


development

Saving in petrol costs and time spent in travel

Saving money on petrol and travel time

The travel distance to work is eliminated e.g. the city distance

Would save petrol and wear on tear on car, and time sitting in traffic jams ‐ therefore saves

money

Reduced cost (n=26)

Cost of rent



Flexibility of travel, comfort, lower cost commuting


I get more done and its more cost‐effective because I don’t have to pay for the office room

rental fees

I save a lot of petrol by working from home more than three days a week, plus I can work in my

pyjamas!

It would assist financially as the work I do is voluntary

Less travel time and associated car/fuel costs. Having good coffee on tap and not having to pack

lunches!

Less travel time and cost


commuting


Less travelling and fuel costs



More money

More time less cost



No need to rent business space /less travelling




‐ 84 ‐

Reduces costs in transport, car maintenance, saves time with deliveries

Save travel costs

Saves time and money

Saving in petrol costs and time spent in travel

Saving money on petrol and travel time

Time flexibility, money saving

Would save petrol and wear on tear on car, and time sitting in traffic jams ‐ therefore saves

money

Already work from home (n=25)

Already do

Already work from home (n=2)

Being in the agriculture/horticulture industry my residence is also my place of occupation

Currently work from home every day. Benefits are varied and many

Easy and less hassle with traffic. As an artist my studio is home based

Have a home based ICT business and better connection technology may result in fewer 'on‐site'

visits

I already do

I already do and have done so here in Lilydale for 29 years

I am self employed and only work from home to do paperwork

I already run my business from home

I already work from home fulltime

I do work from home

I do ‐ I have a bed and breakfast accommodation

I work from home

I work from home everyday now, so I know the benefits

I'm already working from home fulltime. Nothing to add

It is where I run my business from

Many ‐ as we already do

Most of my work is from home, I have contractors working on site so site visits happen

frequently

Nothing ‐ do now

N/A ‐ currently work from home

Our home is at our place of work

Run a B&B so all work is from home

The main reason that working from home works is I don’t get distractions from co‐workers

Flexibility (n=17)


Flexibility (n=3)


Flexibility for kids

Flexibility of function and time



‐ 85 ‐

Flexibility of travel, comfort, lower cost commuting

Flexibility with family

Flexibility, work/life balance

Flexible time to include more time with family


More flexibility for family/work life

More flexibility, reliability

More time with family, more flexibility in the lifestyle

Quiet to get more work finished. Able to work more flexible hours

Time flexibility, money saving

No further benefits (n=9)

Can't be done in our industry ‐ viticulture is hands on

I am trying to scale down the work I do at home

I do not have an office outside my home, so it is ironically something that I would prefer as

'going to the office' puts you in the frame of mind that you are going to work. Working at home

all the time unhelpfully blurs that distinction

I don't see it as a benefit I prefer to keep my home separate from my workplace

I’m a teacher, there would be no benefits

No benefit above what happens now

None come to mind, as it’s a long way from home to the nearest coffee shop

Preparation and correction at home is an extension of work that overflows into personal time ‐

there is no remuneration for continuing the work at home

Unfortunately this would not happen as I have to deliver what I make

Environmental benefits (n=8)



Less need to travel ‐ lower greenhouse gas emissions!


commuting




Reduces carbon footprint

Save time, save resources, lower carbon footprint

Reduced stress (n=6)





Less traffic, less stress, transport savings

Stress free environment, convenience of working/living at home



‐ 86 ‐

Business benefits (n=4)

Business success



would increase employment and expansion prospects"

Less time in store and more time at home preparing and planning my business for increased

growth


development



‐ 87 ‐

Appendix 1: Online survey

The Yarra Ranges Broadband Economy survey remains accessible at yarraranges.cecc.com.au/survey

(see Figure 40).

Figure 40: Online survey



‐ 88 ‐



‐ 89 ‐

Appendix 2: Paper‐based survey

Yarra Ranges Broadband Economy Survey

Background

If you live or work in the Yarra Ranges Shire please take a few minutes to complete the Yarra Ranges

Broadband Economy Survey. If you would prefer to complete the survey online you can do so by

going to http://yarraranges.cecc.com.au/index.php.

High speed broadband communications and connectivity are vital community amenities and

fundamental drivers for business innovation. Yarra Ranges Shire sees high speed broadband

infrastructure that offers better than the current market offering for connectivity as an integral part

of future economic and community development.

This study will determine how a broadband economy through improved information and

communications technology (ICT) infrastructure and its use will impact economic development and

community innovation levels in the Yarra Ranges Shire.

Questions throughout this survey will refer to ICT which includes telecommunications, internet and

mobile technologies.

Completed surveys

Completed surveys can be returned to the local government office in your area or be mailed to:

Yarra Ranges Broadband Economy Survey Centre for eCommerce and Communications P.O. Box 691 BALLARAT VIC 3353

More information

Visit http://yarraranges.cecc.com.au/index.php or contact:

Lou Zarro Economic Development Officer Yarra Ranges Council Phone: (03) 9294 6271 Email: [email protected]

Helen Thompson Centre for eCommerce & Communications University of Ballarat Phone: (03) 5327 9418 Email: [email protected]



‐ 90 ‐

Section 1: Profile

1.1 What is your age group?

Under 15 years 15 – 24 25 – 34 35 – 44

45 – 54 55 – 64 65 – 74 75 years and over

1.2 Which suburb, town or city do you live in? ____________________________________________

1.3 How many people over 18 years old live in your household? ______________________________

1.4 How many people under 18 years old live in your household? _____________________________

Section 2: Internet

2.1 Do you use the internet for personal use?

Yes No If you answered YES go to question 2.3

2.2 Why don't you use the internet for personal use?

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________ Go to question 2.16

2.3 What sort of internet access do you use? (Select multiple responses if applicable)

ADSL Shared connection work/university/school

Wireless ‐ 3G Wireless ‐ Commercial WiFi

Wireless – WiMax Satellite

Dial up Other: _______________________________

2.4 Who is your internet service provider? (For example Telstra Big Pond, Optus, Internode, Activ8 or

TPG) ______________________________________________________________________________

2.5 What monthly cost do you pay for internet service?

Less than $15 per month $15 ‐ $29 per month $30 ‐ $44 per month

$45 ‐ $59 per month $60 ‐ $74 per month $75 ‐ $99 per month

$100 – $149 per month More than $150 per month Unsure/not applicable

2.6 Do you get good support from your internet service provider?

Yes, always Yes, sometimes

No, they are not helpful No, it is hard to get through to them

No support is provided Unsure



‐ 91 ‐

2.7 Indicate your level of satisfaction with your current internet service

Very poor Poor Average Very good Excellent

Speed

Reliability

Cost

Support services

2.8 Do you plan to upgrade your internet service in the foreseeable future?


2.9 Describe why you have no plan to upgrade your internet service

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________ Go to question 2.12

2.10 How do you plan to upgrade your internet service?

From dialup to a broadband connection To more than 256k per second

To more than 512k per second To 1Mb per second or more

To increase monthly download limits Unsure

Other: _______________________________

2.11 When will your upgraded internet service be in place?

1 ‐ 3 months 4 ‐ 6 months 7 ‐ 12 months

More than 12 months Unsure

2.12 Where do you use the internet most? (Select multiple responses if applicable)

At home At work

At school At University or College

At an internet café or public access point At a neighbour or friend's house

2.13 On average how many hours do you spend on the internet per day?

Less than 1 hour 1 ‐ 2 hours 3 ‐ 4 hours

5 ‐ 6 hours 7 ‐ 8 hours More than 8 hours



‐ 92 ‐

2.14 Indicate how you currently use these ICT services for personal use

Never Rarely Sometimes Often Very Often

Email

Instant messaging (e.g. MSN) Social networking (e.g. Facebook or Twitter)



Other: ________________________

2.15 Indicate how you currently use the internet for personal use


Keeping in touch with family and friends

General web browsing

Learning and education

Researching products and services

Purchasing goods or services

Downloading music and movies

Online banking

Other: _________________________

2.16 Would you use the internet more... (Select multiple responses if applicable)

If it was faster If it was cheaper

If it better supported mobility If digital television was integrated

If digital telephone was integrated If I knew more about how to use it

I wouldn't. It’s fine as it is now Unsure

2.17 Indicate what you consider are the most important or pressing issues about the internet

Strongly disagree Disagree

Neither agree nor disagree Agree

Strongly agree

Better and faster broadband

Reducing the cost of access

Enhancing safety and security

Better supporting mobility

Increasing ease of use

Other: _________________________



‐ 93 ‐

2.18 If you had access to the best available mobile, internet and other ICT services, what opportunities would this generate?

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

2.19 Provide any other comments you have regarding internet technologies

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Section 3: Mobile

3.1 Do you use a mobile phone for personal use?


3.2 Describe why you don't use a mobile phone for personal use

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________ Go to question 3.6.

3.3 Which mobile provider do you use? (For example, Telstra, Optus, 3, Vodafone)

__________________________________________________________________________________

3.4 Indicate how often you use these mobile services


Voice calls

Mobile messaging (SMS)

Mobile messaging (MMS)

Internet

Email

Mobile applications (Apps)

Video calls

Other: _________________________



‐ 94 ‐

3.5 Describe any frustrations or barriers you encounter in using mobile services

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

3.6 How would you rank the quality of mobile phone coverage in your local government area?

Excellent Very Good Good Fair Poor Unsure

3.7 Provide any other comments you have regarding mobile technology

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Section 4: Work

4.1 Do you work?

Yes No If you answered NO go to section 5

4.2 Which suburb, town or city do you work in? ___________________________________________

4.3 What sector or industry do you work in?

Agriculture Business Community services

Construction Education and training Finance

Government Health Hospitality

Insurance IT and communications Legal

Manufacturing Mining Real estate

Retail Science and research Service

Tourism Transport Utilities and energy

Wholesale trade

4.4 Does your workplace have internet access?


4.5 Describe why your workplace doesn’t have internet access

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________ Go to question 4.9



‐ 95 ‐

4.6 How often do you use ICT in your job?

Never Rarely Sometimes Often Very often

4.7 Indicate how you currently use internet services in your job


Email

Instant messaging (e.g. MSN) Social networking (e.g. Facebook or Twitter)



Other: _________________________

4.8 Indicate how you currently use these internet services in your job


Providing information about your products/services

Online sales

Online procurement

General Research

Research on products/services

Research on competitors

Client support

Online professional development

Other: _________________________

4.9 Do you commute between home and work?

Yes No If you answered NO go to question 4.18

4.10 What type/s of transport do you normally use to commute between home and work? (Select multiple responses if applicable)

Car Motorbike Bus Train

Tram Bicycle Walk Other: __________

4.11 In an average week how many hours do you spend commuting between home and work?

1 hour or less 2 ‐ 5 hours 6 ‐ 10 hours

11 ‐ 15 hours 16 ‐ 20 hours 20 or more hours



‐ 96 ‐

4.12 Do you use any ICT services when you commute?


4.13 Describe why you don't use ICT services when you commute

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________ Go to question 4.16

4.14 Describe how you use ICT services when you commute

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.15 Describe any frustrations or barriers you encounter in using ICT services when you commute

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.16 Describe how you would use ICT services differently when you commute if they were to improve

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.17 Provide any other comments you have regarding ICT and commuting

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.18 How often do you work from home?

Never Rarely Sometimes Often Very often

4.19 Describe any factors that prevent you from working from home more often

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________



‐ 97 ‐

4.20 How often would you like to be able to work from home in the future?

Never Rarely Sometimes Often Very often If you answered NEVER go to question 4.22

4.21 Describe the benefits that would arise from you working from home more often

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.22 Describe any frustrations or barriers you encounter in using mobile, internet or other ICT services in your job

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.23 Describe any future opportunities for the use of mobile, internet and other ICT services in your job

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

4.24 Provide any other comments you have regarding ICT in your workplace

__________________________________________________________________________________

__________________________________________________________________________________

__________________________________________________________________________________

Section 5: Thank You

Thank you for participating in this survey.

Would you like to receive further information on this project as it progresses (for example, a link to the survey results and ICT study results)?

Yes No If YES provide your email or postal address: ______________________________________________



‐ 98 ‐

Appendix 3: Mapped survey results

The Yarra Ranges Shire survey results maps remain accessible at www.cecc.com.au/yarra_map.php

and continue to be updated as survey responses are submitted (see Figure 40).

Figure 41: Mapped mobile coverage survey results

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