Government Research
Our dedicated government team has been servicing Australian and state government clients since 2009. We are a trusted partner and have an enviable project portfolio of work.
Why choose us?
Lonergan has long-established expertise in public sector research and we are represented on all the key Australian Government and state government preferred supplier panels.
Lonergan is ISO2052 accredited. Our senior staff are members of The Research Society, and some hold QPMR accreditation. Our CEO is a founding member of the Polling Council. We regularly speak with the nation but also specialise in diversity audiences across disability, First Nations, LGBTQIA+, LOTE and regional and rural communities.
Our Approach
Lonergan uses a dual model for understanding consumer behaviour that takes into account the influence of shared values and norms as well as the impact of individual needs and drivers. We use research methodologies that allow us to explore both types of influences and interpret what this means to our clients’ brands, comms and services. We use established behavioural models and our academic understanding of psychology to provide insight and understanding that goes beyond more simplified research models.
Shared Values & Normsarrow_outward
Shared social values, peer group thinking, social norms, cultural perspectives and many other collective influences have a significant impact on individual behaviour. Better understanding the ‘social context’ means our clients can both deliver to and influence this collective thinking. It adds value and depth to what we understand about individuals.
Individual Needs & Drivers
What an individual wants and needs is in part driven by their own unique personal viewpoint and perspective - What I want and what I need. This thinking is influenced by their own experiences, family backgrounds, lifestage, lifestyles and many other personalised circumstances they encounter. Understanding what drives individuals is vital and sits alongside our more collective thinking, beliefs and values.arrow_outward
Our Clients
Case studies
Australian Institute for Health and Welfare
Tenant Satisfaction Survey
Australian Institute for Health and Welfare
Tenant Satisfaction Survey
Project - National Social Housing Survey
2023, 2021, 2018, 2016, 2014, 2012
Project Challenge
The Australian Institute of Health and Welfare (AIHW), on behalf of state and territory governments commissions a biennial satisfaction survey amongst social housing tenants across public, community and Aboriginal and Torres Strait Islander housing. The objective of the study is to gain insights into the experiences of social housing tenants and help establish if housing policy objectives are being met. Lonergan has collected this survey data for over ten years.
Our Approach
Data includes the collection of approx. 9,000 tenant surveys across a complex mix of methodologies, including mail-out, online and face-to-face interviewing amongst Aboriginal and Torres Strait Islander tenants across Queensland and NSW. The survey is Australia-wide with a sampling structure designed to ensure a good representation of jurisdictions and ARIAs within each state and territory. Lonergan provides a series of survey reminders throughout the fieldwork period. We also run a help desk and FAQ response throughout the study. We collects and manages all data in house.
Outcome and Impact
Final deliverables included achieving a sample exceeding n=8,500 completes in 2021, including n=1,500 Aboriginal and Torres Strait Islander tenants which is one of the largest First Nations consultation in Australia. Final deliverables included the final data set (over 40 variables), a codebook and summary tables to support raw data file. A detailed methodological report and a final workshop with the client in Canberra.
Australia Council for the Arts
Attitudes & Participation
Australia Council for the Arts
Attitudes & Participation
Project - National Arts Participation Survey
NAPS 2019 and NAPS 2022
Project Challenge
The National Arts Participation Survey (NAPS) is a periodic large-scale study designed to measure and evaluate how Australians engage with the arts across a range of art forms including digital media.
Our Approach
Lonergan undertook a multi-stage research program to ensure sound representation of all Australians. This included the following components in both 2019 and 2022:
- Large-scale online survey with n=8,000+ respondents
- Face-to-face interviews with n=150 First Nations Australians in regional communities
- Foreign-language surveys (n=180+) in 6 languages
- Accessibility surveys (n=50+) among Australians with intellectual disability
In 2022 we also conducted a series of qualitative focus groups with Australians and IDIs with stakeholders working with diversity audiences. Qualitative sessions explored the impact of COVID 19 on arts participation and the value of creative activities. We also used these sessions to explore the rise of online and digital art channels and the value of these channels in engaging with art and creative activities the future.
Outcome and Impact
We successfully provided a comprehensive NAPS report including statistically robust insights on Australians participation and engagement with the arts - which the Arts Council uses in reviewing investment and support for the sector. In 2019 Lonergan conducted a consumer segmentation to assist the sector identifying a range of audience types to better target events and products. This was replicated in 2022 with additional consumer personas added.
National Library of Australia
Brand Marketing
National Library of Australia
Brand Marketing
Project - National Library of Australia
2020 -2021
Project Challenge
National Library of Australia (NLA) is the country’s largest reference library, housing a collection of approximately 10 million items, and is visited by over 500,000 Australians on-site, per annum. NLA sought research to evaluate its brand position amongst Australians including its dedicated, current audience base.
Our Approach
Lonergan undertook a multi-stage research program conducting six unique surveys amongst the general population and additional diversity audiences. Qualitative research was also conducted:
- General population online survey n=3,000+
- Current NLA audience survey n=970+
- Face-to-face intercept interviews on site with n=200+ visitors
- Diversity group surveys n=200 (First Nations, people with disability, culturally diverse audiences)
- Qualitative focus groups amongst Australians in Canberra, Sydney and regional locations in NSW.
Outcome and Impact
Lonergan identified current attitudes and behaviour of Australians towards the NLA, including gaps in understanding and motivations and barriers to engage with the library. Our work also provided clear guidelines on how the NLA could position and market both its onsite and online offer through the website and Trove. Consumer segments and associated personas were created through multivariate analysis. Using this segmentation Lonergan developed strategic insights and assisted NLA in finalising a communications strategy for its audiences, including current loyal users and diversity groups.
Parks Victoria
Visitor Satisfaction Monitor
Parks Victoria
Visitor Satisfaction Monitor
Project - Parks Victoria Visitor Satisfaction Monitor
2022 (next wave contracted for 2024)
Project Challenge
The 2022 Visitor Satisfaction Monitor (VSM) signalled the 20-year anniversary of the VSM. This study is designed to collect data on Victorian’s awareness, usage and perceptions of national parks and and piers across regional, urban and peri-urban locations.
Our Approach
A comprehensive overhaul of the questionnaire and supplementary materials was conducted in 2022. This included cognitive and pilot testing. Fieldwork included face-to-face intercept surveys with 5,117 visitors to 49 of Victoria's national parks and piers. This included 16 regional parks, 14 peri-urban parks, 12 urban parks and 7 piers. Interviewers spent 2-3 days in each location.
Outcome and Impact
Lonergan reporting provided an overview of visitation and usage across national park and piers. The report included demographic and visitor party information, usage of facilities and services. It also included visitor attitudes and perceptions of park management in order to inform future planning. Data for each national park and pier was provided on an individualised dashboard, supported by an executive summary. Using driver analysis Lonergan provided a new way of prioritising investments and improvements to allow Parks Victoria to identify what would maximise visitor satisfaction per dollar spent. Our reporting also replicated the visitor segmentation developed by Parks Victoria. The segmentation and other variables were assessed to confirm the impact of COVID on park visitation and use, including demographic shifts and changing visitor attitudes. Lonergan included an NPS measure in the survey for the first time and will replicate this in 2024.
OAIC
National Attitudes to Privacy
OAIC
National Attitudes to Privacy
Project - Australian Community Attitudes to Privacy Survey
2020 and 2023
Project Challenge
The Australian Community Attitudes to Privacy Survey (ACAPS) is a longstanding study to evaluate the perception and awareness of privacy amongst Australians.
Our Approach
Lonergan designed a customised approach to conduct the study:
- Completing a comprehensive privacy impact assessment
- In-depth consultations (n=6) with industry experts from related fields and the Information Commissioner
- Online survey with n=2,688 unique respondents
- 5-part modularisation of the survey to overcome respondent fatigue
- Multi-methodology survey recruitment involving SMS, CATI and panels to address sampling bias
- Additional COVID-19 booster survey with n=1,004 respondents
Outcome and Impact
Lonergan’s unique approach allowed for smooth migration to a pure online channel while avoiding methodological bias. The modularised survey allowed for the capturing of ‘informed opinions’ and allowed us to uncover the real community attitudes towards privacy today.
Local Council
Service Evaluation
Local Council
Service Evaluation
Project - Customer Satisfaction Monitor
2020-ongoing
Project Challenge
Early in 2020 a Local Council commissioned a new research program to assess customer experience outcomes, having identified this as a key performance indicator. The program is designed to measure customer experience and satisfaction amongst residents across all council departments.
Our Approach
Lonergan collects data on resident experiences based on their interaction with council services in the past month. An online survey is emailed to residents who can opt in to the survey and complete their responses anonymously. Key metrics include overall satisfaction with council touchpoints and staff, customer service wait times, confidence in advice and resolution status.
In early 2022 the program was expanded to allow benchmarking against other similar councils, asking the key satisfaction questions to provide a comparative performance metric.
Outcome and Impact
The survey data confirms council performance across departments and services and provides an understanding of what is driving satisfaction scores. Output dashboards are provided and updated each month and all specific feedback at a department level to allow individual teams to track their performance and identify what processes and procedures are working or not working well. Lonergan works with council to identify improvements in process and approaches to customer service.
Aboriginal Housing Office
Listen and Yarn
Aboriginal Housing Office
Listen and Yarn
Project - Listen and Yarn Engagement for Social Housing
2019
Project Challenge
Research was required to develop the Aboriginal Social Housing Strategy to reflect the views, needs and goals of the Aboriginal Housing Office (AHO) tenants, Aboriginal Community Housing Providers and stakeholders
Our Approach
Lonergan employed a multi-phase engagement model:
- Open Day/Family BBQ, to engage with the local Aboriginal and Torres Strait Islander community with a focus on social housing tenants
- Small, home based Listen and Yarn sessions with tenants to gather personal experiences and stories
- Focus Groups amongst social housing tenants allow them to share views, attitudes and experiences
- Face to face surveys validating of findings with Aboriginal and Torres Strait Islander tenants (door to door)
- Depth interviews with housing providers and wrap around services
- Co-creation workshop with stakeholders to address business and service challenges and codesign solutions
Outcome and Impact
Identification of AHO housing tenant needs to inform the new strategy Strong Family, Strong Communities across its four key pillars. Twenty nine recommendations were made to the AHO for implementation. Two tenant Customer Journey Maps were delivered showing the experience of tenants applying for social housing or changes to their circumstances, including ‘pain points’ and areas of ‘customer delight’.
Aged Care Quality and Safety Commission
National Survey
Aged Care Quality and Safety Commission
National Survey
Project - Aged Care Quality and Safety Commission
2019-2022
Project Challenge
On 1 July 2019, the ACQSC began assessing and monitoring quality of care and services against the new Aged Care Quality Standards. This included collection and collation of satisfaction data amongst Home Care recipients and carers alongside Residential Aged Care clients and their carers.
Our Approach
Lonergan set up a live survey link through a weblink on our website. Lonergan automated key element – including generating a satisfaction alert when receiving low scores from recipients, to prompt further investigation.
Lonergan was able to provide automated daily and monthly reports to the ACQSC.
Outcome and Impact
The reporting program allowed ACQSC to access and download live online reports on each provider and view up-to-date satisfaction metrics on a range of issues.
The success of the program is leading to rollout of the approach for residential aged care home satisfaction processes in late 2019 and a continuation of the entire program through early 2020.