Nearly all Australians are using digital government services, with strong demand for even more, according to new research by Publicis Sapient. Partly driven by the COVID-19 pandemic, the uptake of digital services has been exceptional. Citizens overwhelmingly prefer online interaction over face-to-face, due to speed, simplicity and ease-of-use.
Publicis Sapient Digital Government Research is based one of the largest private surveys ever commissioned on citizens’ service experience in Australia. It looked at usage, experience and perspectives on different aspects of how citizens engage with governments through digital services. More than 5,000 people responded across a demographically accurate range of states, age groups, income status, rural and regional locations and other factors reflective of the country’s population. The survey sought to ensure a representative mix of respondents recognising and enabling insights into the challenges and opportunities for different user groups.