Victorian Ombudsman

The Victorian Ombudsman (VO) plays a vital role in ensuring our public services stay accountable. Victorian citizens are increasingly demanding that digital public services are as easy-to-use as those delivered by the private sector. It was time for dramatic change. When public services fall short, there is a lot of stress, anxiety and mistrust, especially for the more vulnerable members of the Victorian public. Today had the opportunity to deliver a redesigned digital service to support a sector-leading service experience where complaints are transformed into change.

The new Victorian Ombudsman site is striking in its clarity of design and purpose. The user-first, evidence-based design works to meet the needs of Victorians in providing a platform that contributes to the improvement of public services, reducing ambiguity.

Using co-design, we were able to ensure that the final result captured the needs and desires of the Victorian public and ensured the Victorian Ombudsman were providing a world-class service. We worked shoulder-to-shoulder with public servants and citizens to design a solution that delivers the right level of communication and ensures people feel informed, up to date and at ease throughout the complaint process.

"Our new website will mean Victorians get through to the organisation that can help them, more quickly. Working with Today, we set clear goals from the outset that included reducing ambiguity for our users. There was a real sense of partnership. Today took the time to understand our users' needs and our organisational practices and pressures. In return, we were able to benefit from their expertise and up-to-date industry knowledge. We are thrilled with our modern, elegant, warm and clear website. It has given our organisation a strong foundation for the future. It will make it so much easier for Victorians to access and understand our services." Ainslie Gowan, Communications and Media Manager, Victorian Ombudsman