According to a new survey, most Australians are unhappy with the standard of Digital Government initiatives, as Andrew Birmingham explains.


A clear majority of Australians are dissatisfied with current Digital Government initiatives, according to a new survey. According to the management consultants at Accenture, more than two-thirds (79 percent) of Australians are not using digital services because they:

A) are unaware about what services are available,

B) have concerns about the amount of information that is requested to use digital services,

or C) have experienced technical issues in accessing services.

The results were broadly consistent with similar research into the attitudes of small and medium business owners who overwhelmingly want governments to get their digital act together.

The researchers indicate that “Increased awareness, ease of access and interaction are the improvements most desired by citizens to increase their satisfaction with the digital services offered today. These are closely followed by assurances on data privacy/security and receiving prompt answers to their questions.”

Catherine Garner, managing director of Accenture’s Heath & Public Service business in Australia and New Zealand: “Forward-looking agencies are identifying options, like a design-led approach, that can help them move towards more personalised, secure and productive digital interactions between citizens and businesses.”

“The movement from one-size-fits-all to a personalised approach to improving digital services begins with knowing users well enough to understand and respond to their needs – not only at the initial stage but going forward,” she said.

An Australian Government study, performance by the Digital Transformation Office (DTO), seemed to tap into the same sentiment; the study finding that two-thirds of those individuals and three-quarters of small businesses supported a digitally oriented model of government interaction.

While the study further highlighted the need for an improved engagement model to power digital transformation, the DTO survey also found that 35 percent of individuals and 23 percent of businesses emphasised the gap between what citizens want from what is available when government services are compared to those provided by the private sector. This highlights the need for an improved model for digital government interaction and community support to enable the digital transformation.

Originally published on and is reprinted with permission.


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