Aussies dissatisfied with digital government services

The majority (57%) of Australian citizens are dissatisfied with the current availability of digital services from government, and only around one in five are interacting with the government digitally, a survey indicates.

The survey conducted by Accenture found that despite clear demand for digital services adoption, 79% of respondents are not using digital services.

Major reasons for the lack of use include a lack of awareness about what digital services are available, concerns about the amount of personal information requested while using the services and experiences with technical issues in accessing services.

Citizens accordingly report that increased awareness, ease of access and interaction are the most desirable improvements to digital government services, followed by assurances on data privacy and security.

A separate survey of Australian SMBs found that 87% would prefer to interact with government online. In addition, nearly 90% are receptive to the concept of a one-stop digital public service portal that would cover services ranging from tax reporting and payments to applying for licences.

The findings mirror a study from the federal government’s own Digital Transformation Office, which found that 66% of individuals and 75% of SMBs support a digitally oriented model of government interaction.

“Governments and their agencies are under pressure — from citizens, businesses and from within — to transform public services,” commented Catherine Garner, managing director of Accenture’s health and public service business in Australia and New Zealand.

“These findings highlight the need for public service providers to fill the gap between what citizens want from a digital government and the services that are available.”

Image courtesy of hobvias sudoneighm under CC