In an era where commercial digital services are now at the core of our lives, and whether people are at the local supermarket or on a banking app, there’s an expectation that services will be engaging and secure. Digital government services are no exception. Indeed, the global pandemic has elevated the role of digital government services. Governments play a key role in enabling the health, safety and overall wellbeing of citizens. It has amplified the importance of optimising people’s interaction with the public sector, reinforcing a strong appetite among citizens for more seamless, self-service public sector platforms. Agile and accessible digital government services have never been more crucial to optimising public welfare.

Infosys surveyed 1,500 Australians and 1,000 New Zealanders with the principal aim to understand.

  • Citizens’ appetite for superior engagement experiences and more personalised digital Government services
  • Insight into public sentiment of digitisation upgrades made by Government in recent years
  • Understand the barriers people face when using digital Government services
  • Feedback from citizens to further optimise the engagement experiences

The Key Findings

8 in 10 People have increased their use of digital services when interacting with government
86 % Residents think digital government services should be more inclusive to better serve people with disability
50 % Residents are calling for one central sign-in across government services – showing strong appetite for a streamlined digital ID
51 % Residents want their digital experiences to feel “human” and show “empathy”
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