Four key challenges
As more Australian government services move online, we asked citizens and business owners what they think about the current state of the government’s digital services.
While demand for digital services is high, satisfaction and awareness levels remain low.
Agencies must continue to shape services around user needs if digital government is to deliver better outcomes.
People are not aware what digital government services are available to them.
2. Privacy & Personal
People are wary about information being shared between agencies and with the private sector.
Concerns over privacy remain the biggest
want assurance of privacy and security.
say that too much data is requested of them.
Governments can win this trust by simplifying their offerings.
Currently people think that the range of government services offered is too complex and fragmented.
Agency touch points must work together smartly to collect and share the right information at the right
time so users don't have to re-submit details.
In order to meet these challenges,
agencies in Australia must take a
design-led approach with deep and
continuous research into the needs of
end users. Only then will they be able
to provide seamless experiences that
inspire trust and confidence.
Shaping the government around citizens will not happen overnight and must be undertaken agency-by-agency, with careful monitoring of outcomes. Not all touch points are alike, and citizens want a very different experience when paying a fine compared with receiving healthcare information, for example.
That said, awareness-raising, privacy, simplification and personalisation are issues that affect every agency, and can form the basis of some quick wins in building trust with citizens.
This trust is the key. Once the government is trusted sufficiently to collect vital data can it be truly tailored around the people it serves.
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Australia and New Zealand
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