Australians want more digital govt services

By Dylan Bushell-Embling
Tuesday, 12 April, 2022

Australians want more digital govt services

More than nine in 10 (92%) Australians want more digital government services, and 78% are comfortable with using AI generated services, according to new research from Publicis Sapient.

The digital business transformation company’s inaugural Digital Citizen Survey found that most citizens are open to as many services being made available digitally as possible.

The most common services where citizens support expanding digital options are healthcare, tax and Centrelink services, the survey found.

Meanwhile, 83% of Australians would be open to digital services that remember details of their past interactions. In addition, 78% of respondents expressed support for a dedicated government website that delivers personalised services based on their employment status and income or previous interactions with government.

Those aged 25–44 are the most likely of any age group to use government digital services (94%). This compares to 79% among 65- to 69-year-olds and 61% among 80+-year-olds.

Already 88% of respondents are using at least one government digital service, with healthcare (65%) and finance and tax-related services (53%) as the most heavily adopted.

“Our Digital Citizen Survey shows a strong demand for government at all levels to provide better digital experiences. Australians want simple and straightforward access to government services,” Publicis Sapient Senior Client Partner Ed Bridgeland said.

“As a result, customer experience expertise and capabilities are emerging as pivotal factors as governments continue their digital transformation journeys.”

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