FB pixel

Study shows growing trust and adoption of digital government services among Australians

Study shows growing trust and adoption of digital government services among Australians

Findings have revealed that around 94 percent of Australians have had access to at least one digital government service and would be comfortable using more emerging digital technologies in different sectors in their day-to-day transactions.

This is part of the findings of the 2023 Publicis Sapient Digital Citizen Report, which sampled the opinions of 5,000 Australians, drawn from different demographic sections of the population, on their digital government experience. The study considered people from different states, age groups, income status and other factors that reflect the population.

Trusted digital identity is at the core of the Australian federal government’s digital transformation agenda. Authorities have also been making considerable efforts to accelerate their digital government ambitions through the MyGov platform and policy adjustments.

MyGov is described by the government as a simple and secure way to access a wide range of government services using a digital ID dubbed MyGovID.

Per the Publicis Sapient study, many respondents reported high levels of satisfaction with digital government services, notably in the domains of healthcare (92 percent), finance and tax services, transportation and recreation (92 percent), and general services on the MyGov (89 percent). There was also general interest in artificial intelligence-generated services.

Interest in AI-generated services is growing despite the lingering data privacy and security concerns which need to be addressed, according to the report. It quotes respondents as saying that targeted interventions are needed to further build trust in the use of digital services.

“While trust levels are high, there is a dip from an age perspective between younger and older citizens. Addressing issues around a perception of losing control of information and reassuring people around security protocols are the key priorities for building trust,” the executive summary of the report suggests.

Only 69 percent of those aged 80 and above are comfortable with online applications using AI, compared to 83 percent of millennials.
The study also reveals that Australians want more digital services in all areas of life and that the adoption of digital government services largely depends on the user experience. It also finds that while usage of digital services varies by area, user experience is high across the board.

The study also finds that COVID-19 has had a significant impact on the demand and use of digital services in the country. The states most affected by the pandemic have seen higher numbers of digital government users in the past 18 months.

Other recommendations from the findings include the need for digital support for those experiencing mental health issues and the necessity for openness and transparency regarding digital ID innovations and policy reforms.

Based on the citizens’ responses, the report also makes suggestions for improving the country’s digital transformation journey.
Last month, the Australian government published a new digital ID strategy that places a premium on the use of biometrics and stronger data protection in order to enhance trust.

Article Topics

 |   |   | 

Latest Biometrics News


Groups reject expiry date for digital ID cards in Kenya as govt defends move

Some civil society organizations in Kenya say they want an explanation from the government with regard to the institution of…


Idemia forensic software extracts human faces, tattoos for investigative leads

Even when a facial recognition system is integrated within a state or federal investigative agency, human intervention is necessary. In…


Nearly three quarters of U.S. adults worry deepfakes could sway election: Jumio

The hour is ripe for political deepfakes. The U.S. presidential elections are still four months away, and the campaign has…


Controversial US privacy bill rewritten again, but path still unclear

The already controversial American Privacy Rights Act of 2024 (APRA), which was originally introduced in April by U.S. Senate Commerce…


Selective disclosure and zero-knowledge proofs: Examining the latest revision of ETSI TR 119 476

By Sebastian Elfors, Senior Architect at IDnow In July 2024, the European Telecommunications Standards Institute (ETSI) published an updated revision of…


Contractor needed for project to identify civil registration hurdles in Chad

A request for the Expression of Interest (EOI) has been launched for a consultancy firm to identify challenges that stand…


Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Most Read This Week

Featured Company

Biometrics Insight, Opinion

Digital ID In-Depth

Biometrics White Papers

Biometrics Events