New Release

The 2024 Digital Citizen Report

Revealing Australia’s Demand for Digital Services

Understanding how citizen expectations are evolving

Our Digital Citizen Report involved one of Australia’s largest private surveys on digital government services. This page reveals our ﬁndings and explores the opportunities for digital transformation based on citizen responses and the issues that matter to them.

Mockup of the 2024 Digital Citizen Report — 2024 Digital Citizen Report

Exploring emerging themes and trends around digital government services

Your guide to staying up-to-date with evolving citizen sentiments.

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Support for government to use AI revealed.

55% of Australians would support the use of AI to improve government services. Read more about their concerns.

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Government life-event services are a winner

Government life-event services are a clear success story, with a 93% satisfaction rate among users. But not everyone is taking advantage. How can the government increase uptake?

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Digital identity opportunities ahead?

myGovID makes it easier to access government services, according to 94% of citizens By expanding myGovID, there’s an opportunity to add even more value.

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Public Sector

Digital services progress in Australia

Australia has made great strides with its digital agenda, with citizens broadly supportive. But gaps remain with some demographic groups.

An elderly woman and a young girl looking at a laptop, smiling

Public Sector

Australia’s growing digital divide

Certain groups, such as the unemployed, lower-income households and those without university education, have lower engagement with digital government services. The effect of cost-of-living crisis on digital divide.

Public Sector

Ethical AI leadership in government

With AI presenting risk as well as reward, there’s an opportunity for the Australian government to take a stronger leadership role on responsible AI implementation.