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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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.
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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).
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Cardinia Shire Council: Emerald (n=4)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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)
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
Answers submitted n=162
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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
Yarra Ranges Opportunity Assessment for Economic and
Community Growth through the Broadband Economy
‐ 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
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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
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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
It is satisfactory and is also linked to my telephone service
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
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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 does everything we need, and changing ISPs is complicated and expensive
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)
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
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
It does everything we need, and changing ISPs is complicated and expensive
I don’t know enough about it to know if I need to upgrade
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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)
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
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
It is satisfactory and is also linked to my telephone service
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
Answers submitted n=186
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
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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
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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
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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 productivity in work/life, more opportunities for online purchasing, more opportunities
for online promotion, better access to education
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 assist in the timely running of my business and keep me in contact with my family
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
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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
Quicker communication and more cost effective sales
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
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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 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
It would assist in the timely running of my business and keep me in contact with my family
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 education, work and leisure opportunities available. Easier to keep in touch with family
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
Quicker communication and more cost effective sales
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
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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
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 could work more from home. As a single parent, this is something I would like
Improved business marketing, improved communication with customers and family, effective
cloud based computing at affordable prices
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
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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
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 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
More efficient bookkeeping, better access to educational/inspirational podcasts for mobile
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
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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
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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)
Greater productivity in work/life, more opportunities for online purchasing, more opportunities
for online promotion, better access to education
Improve online eLearning delivery
More education, work and leisure opportunities available. Easier to keep in touch with family
and friends
More efficient bookkeeping, better access to educational/inspirational podcasts for mobile
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
Improved business marketing, improved communication with customers and family, effective
cloud based computing at affordable prices
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
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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
Answers submitted n=72
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
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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
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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
Yarra Ranges Opportunity Assessment for Economic and
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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
Yarra Ranges Opportunity Assessment for Economic and
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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)
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(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)
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
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4.1 Frustrations or barriers encountered in using mobile services
Answers submitted n=181
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)
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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
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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
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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
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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
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
Calls dropping out (n=2)
Connections drop out too often and calls are far too expensive for a sub‐standard service.
Limited coverage in rural areas
Cost and service dropouts
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’
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
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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
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
Poor reception, calls drop out regularly, extra charges for out of 3’s service area, a sore ear/side
of head after using mobile
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
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 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)
Average reception, limited telco options. Costly internet usage
Connections drop out too often and calls are far too expensive for a sub‐standard service.
Limited coverage in rural areas
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
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Cost is still far too high
Cost is very high
Coverage, cost and reliability
Dropouts and call costs
Dropouts in country areas and along highway areas ‐ even in populated suburbs. Echo on the
line. Expensive call charges
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
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
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
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
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
Yarra Ranges Opportunity Assessment for Economic and
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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
Poor reception, calls drop out regularly, extra charges for out of 3’s service area, a sore ear/side
of head after using mobile
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
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
Sometimes drops out at home. Billing etc. and provisions of phones is a problem
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)
Average reception, limited telco options. Costly internet usage
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
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)
Yarra Ranges Opportunity Assessment for Economic and
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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
Poor reception, calls drop out regularly, extra charges for out of 3’s service area, a sore ear/side
of head after using mobile
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
Sometimes drops out at home. Billing etc. and provisions of phones is a problem
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)
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
Coverage and reliability
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 is poor and not reliable
Coverage, cost and reliability
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)
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
Poor coverage. Connection failures. Variable speed
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.
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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
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)
Poor coverage and speed
Poor coverage. Connection failures. Variable 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
Answers submitted n=77
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!
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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
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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
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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
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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)
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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
Video conferencing (e.g. Skype)
Internet telephone (e.g. VoIP)
Social networking (e.g. Facebook or Twitter)
Instant messaging (e.g. MSN)
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)
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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)
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5.1 Work locations
Map
Figure 33: Work locations
Legend: •1‐4 responses •5‐9 responses •10‐19 responses •More than 20
Frequencies
Answers submitted n=295
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)
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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)
Cardinia Shire Council: Emerald (n=3)
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
Answers submitted n=12
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
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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
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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
Answers submitted n=137
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
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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
Lack of coverage, dropout rate, speed of downloading information imperative to getting my
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
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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
Unreliability of power continuity, broadband speed inadequacy, unavailability of mobile signals
from providers with adequate client support services
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
Lack of coverage, dropout rate, speed of downloading information imperative to getting my
work done
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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
Some sites take too long to download, frequent dropping out, equipment freezing, online
security, junk mail
Speed (n=2)
Speed and dropouts
Speed, dropouts, cost
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
Unreliability of power continuity, broadband speed inadequacy, unavailability of mobile signals
from providers with adequate client support services
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
Cost reliability and having sub‐optimum equipment
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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
Speed, dropouts, cost
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)
Cost reliability and having sub‐optimum equipment
Cost, difficulty keeping up to latest technology via software upgrades, interfacing different types
of technologies, learning new technology with limited time
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
Some sites take too long to download, frequent dropping out, equipment freezing, online
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
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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)
Cost, difficulty keeping up to latest technology via software upgrades, interfacing different types
of technologies, learning new technology with limited time
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
Unreliability of power continuity, broadband speed inadequacy, unavailability of mobile signals
from providers with adequate client support services
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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
Answers submitted n=90
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
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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
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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
Better use of video conferencing and training rather than having to travel. Improved data
communications between offices located nationally and internationally
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
The move to cloud based remote desktop applications and webinar based technologies is going
to make us further dependent on internet speed upgrades
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
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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
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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
Better use of video conferencing and training rather than having to travel. Improved data
communications between offices located nationally and internationally
Developing online training programs
The move to cloud based remote desktop applications and webinar based technologies is going
to make us further dependent on internet speed upgrades
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
Answers submitted n=29
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
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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
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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)
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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
Answers submitted n=91
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)
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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
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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
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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
Answers submitted n=37
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)
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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
Maps on the iPhone, mobile calls with Bluetooth
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
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 mobile with email available if I wish to use it
Mobile phone to clients, checking emails etc
Phone, email
Skype, calls, email, mapping
Using an iPhone and receiving emails and messages whilst on the road
GPS (n=7)
For GPS Navigation. Mobile phone for communicating and sending emails. Laptop and mobile
internet for business use, emails, research, product support and organisation coordination
GPS app on phone and Google maps
GPS navigation/Google maps
GPS to navigate deliveries
Maps on the iPhone, mobile calls with Bluetooth
Mobile phone, GPS
Skype, calls, email, mapping
Internet (n=4)
For GPS Navigation. Mobile phone for communicating and sending emails. Laptop and mobile
internet for business use, emails, research, product support and organisation coordination
Research and search
Research, appointments
When I'm on the train I use my mobile broadband to work
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Laptop (n=1)
For GPS Navigation. Mobile phone for communicating and sending emails. Laptop and mobile
internet for business use, emails, research, product support and organisation coordination
Skype (n=1)
Skype, calls, email, mapping
6.3 Frustrations or barriers encountered in using ICT services while commuting
Answers submitted n=29
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
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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
Answers submitted n=62
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
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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
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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
Answers submitted n=11
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
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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
Answers submitted n=104
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)
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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
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Reliability of ICT (n=11)
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
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
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
Power outages
Quality of internet access
Speed and reliability of wireless is unpredictable
Speed of the network and dropouts
Unreliable internet connection
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
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
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Our business is home‐based
Our business is run from home (or home is at our business)
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
Mobile reception (n=9)
Mobile phone reception, internet speed
Mobile reception poor
No mobile phone access
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
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
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
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
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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
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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
Answers submitted n=155
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!
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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 family life, less stress, more control over my life, better use of time and resources
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
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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
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
Reduce travel, enables completion of projects, enables me to also supervise family
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
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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 lifestyle and more time with my family. Less commuting, better for the environment
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
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
Greater productivity, less down time travelling
I get more work done if I don't have to commute to my clients
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 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
Less travel time, more family time, less environmental impact from travel, less cost of
commuting
Less travel time, no after and before school care costs, tax benefits
Less travel time, stress and therefore more productive office hours
Less travel=less stress more time for family
Less travelling and fuel costs
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 wasteful travel time
More productivity. Less wasted time travelling
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More time with family, personal free time, reduced commuting and vehicle maintenance costs,
reducing pollution/traffic congestion
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
Reduce travel, enables completion of projects, enables me to also supervise family
Save transport
Saved hours from travelling and thus improved health and balance of life or improved business
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
Decreased fuel costs, increased flexibility of time as travel is eliminated
Flexibility around family, savings on fuel, wear and tear on car etc, flexible hours
Flexibility of travel, comfort, lower cost commuting
Flexible work hours, reduced stress, reduced travel costs
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
Less travel time, more family time, less environmental impact from travel, less cost of
commuting
Less travel time, no after and before school care costs, tax benefits
Less travelling and fuel costs
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
More money
More time less cost
More time with family, personal free time, reduced commuting and vehicle maintenance costs,
reducing pollution/traffic congestion
No need to rent business space /less travelling
No travelling to office, less cost and CO2 emissions
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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)
Decreased fuel costs, increased flexibility of time as travel is eliminated
Flexibility (n=3)
Flexibility around family, savings on fuel, wear and tear on car etc, flexible hours
Flexibility for kids
Flexibility of function and time
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Flexibility of travel, comfort, lower cost commuting
Flexibility with family
Flexibility, work/life balance
Flexible time to include more time with family
Flexible work hours, reduced stress, reduced travel costs
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)
Better lifestyle and more time with my family. Less commuting, better for the environment
Eliminate commuting and all associated costs to environment and business/personal
Less need to travel ‐ lower greenhouse gas emissions!
Less travel time, more family time, less environmental impact from travel, less cost of
commuting
More time with family, personal free time, reduced commuting and vehicle maintenance costs,
reducing pollution/traffic congestion
No travelling to office, less cost and CO2 emissions
Reduces carbon footprint
Save time, save resources, lower carbon footprint
Reduced stress (n=6)
Better family life, less stress, more control over my life, better use of time and resources
Flexible work hours, reduced stress, reduced travel costs
Less travel time, stress and therefore more productive office hours
Less travel=less stress more time for family
Less traffic, less stress, transport savings
Stress free environment, convenience of working/living at home
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Business benefits (n=4)
Business success
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 time in store and more time at home preparing and planning my business for increased
growth
Saved hours from travelling and thus improved health and balance of life or improved business
development
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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
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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]
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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
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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?
Yes No If you answered YES go to question 2.10
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
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2.14 Indicate how you currently use these ICT services for personal use
Never Rarely Sometimes Often Very Often
Instant messaging (e.g. MSN) Social networking (e.g. Facebook or Twitter)
Internet telephone (e.g. VoIP)
Video conferencing (e.g. Skype)
Other: ________________________
2.15 Indicate how you currently use the internet for personal use
Never Rarely Sometimes Often Very Often
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: _________________________
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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?
Yes No If you answered YES go to question 3.3
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
Never Rarely Sometimes Often Very Often
Voice calls
Mobile messaging (SMS)
Mobile messaging (MMS)
Internet
Mobile applications (Apps)
Video calls
Other: _________________________
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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?
Yes No If you answered YES go to question 4.6
4.5 Describe why your workplace doesn’t have internet access
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________ Go to question 4.9
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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
Never Rarely Sometimes Often Very Often
Instant messaging (e.g. MSN) Social networking (e.g. Facebook or Twitter)
Internet telephone (e.g. VoIP)
Video conferencing (e.g. Skype)
Other: _________________________
4.8 Indicate how you currently use these internet services in your job
Never Rarely Sometimes Often Very Often
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
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4.12 Do you use any ICT services when you commute?
Yes No If you answered YES go to question 4.14
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
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
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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: ______________________________________________
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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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