Research reveals that around 94% of Australians have accessed at least one digital government service and feel comfortable using newer digital technologies across a range of areas in their day-to-day transactions. became.
These are some of the findings of the 2023 Publicis Sapient Digital Citizen Report, which sampled the views of 5,000 Australians from various segments of the population on their experiences with digital government. The study considered people in different states, age groups, income status, and other factors that reflect the population.
Trusted digital identity is at the heart of the Australian Federal Government's digital transformation agenda. The authorities have also made significant efforts to accelerate digital government ambitions through the MyGov platform and policy coordination.
MyGov is described by the government as a simple and secure way to access a wide range of government services using a digital ID called MyGovID.
According to the Publicis Sapient survey, many respondents are highly satisfied with digital government services, particularly in the areas of healthcare (92 percent), financial and tax services, transportation and recreation (92 percent), and MyGov general services (89 percent). reporting the degree. percent). There was also general interest in services generated by artificial intelligence.
According to the report, interest in AI-generated services is increasing despite persistent data privacy and security concerns that need to be addressed. Respondents said targeted interventions are needed to further build trust in the use of digital services.
“Although trust levels are high, from an age perspective there is a disparity between younger and older people. Addressing issues around the perception of losing control of information and reassuring people about security protocols will help. “This is a key priority for building trust,” the report's executive summary suggests.
Only 69 percent of people over 80 are comfortable with online applications that use AI, compared to 83 percent of Millennials.
The research also found that Australians want more digital services in all areas of their lives, and that the adoption of digital government services is highly dependent on user experience. We also found that while usage of digital services varied by region, the user experience was generally good.
The survey also found that the coronavirus pandemic has had a significant impact on the demand for and use of digital services in the country. States most affected by the pandemic have seen an increase in the number of digital government users over the past 18 months.
Other recommendations from the findings include the need for digital support for people with mental health problems, and the need for openness and transparency around digital identity innovation and policy reform.
The report also makes recommendations to improve the country's digital transformation efforts based on public response.
Last month, the Australian Government announced a new digital identity strategy that emphasizes the use of biometrics and strong data protection to increase trust.
Article topics
Australia | Consumer Adoption | Digital Government | Digital Identity
