ChannelLife Australia logo
Industry insider news for Australia's technology resellers
Story image

Aussies want more digital, artificial intelligence govt services

By Shannon Williams
Fri 8 Apr 2022

Australians want more digital government services and a majority are comfortable with Artificial Intelligence-generated services that personalise assistance based on circumstances, according to the inaugural Publicis Sapient Digital Citizen Survey on digital government in Australia. 

The survey of more than 5000 respondents across Australia looked at peoples usage, experience, and perspectives on engaging with Governments through digital services. 

The report highlights an openness to leveraging AI technologies with 83% of Australians open to digital services that remember details of their past interactions, and 78% are comfortable with a government website that personalised services based on their employment status and income or previous interactions with Government.

The survey found that millennials are the most likely of any age group to use government digital services (94%) compared to boomers (79%) and builders (61%), driven by their higher use of employment and family-related services. 

Most citizens are open to many services being made as available digitally as possible - healthcare, ATO, and Centrelink were the most common areas where citizens have suggested extending digital service offers. 

The findings also reveal that 88% of respondents have been using at least one government digital service, with healthcare (65%) and finance and tax-related services (53%) as the most cited. In addition, 'convenience' (62%) and 'saves me time' (57%) were the drivers for attracting citizens to digital services.

"Our Digital Citizen Survey shows a strong demand for government at all levels to provide better digital experiences," says Ed Bridgeland, senior client partner, Publicis Sapient.

"Australians want simple and straightforward access to government services. As a result, Customer Experience expertise and capabilities are emerging as pivotal factors as governments continue their digital transformation journeys," he says. 

"Encouraging an increased uptake of digital services is all about honing the user experience, and the drivers for this is personalisation, making services easier to access, simple to understand, and saving citizens time. 

"One thing that is very clear from our survey is that citizens across all demographics are open to Governments extending and innovating digital services to further improve the services."

The survey shows increasing demand for a life event-focused approach for the delivery of services across the Government, with 60% of Australians having experienced a significant life event in the past 12 months. New jobs and new homes were the most common and especially experienced by those in younger generations, while the death of a loved one, serious illness, or disability diagnosis was proportionately higher for older ages. 

Despite many citizens experiencing life events, a significant proportion (32%) of them are unaware or unable to find relevant services at these critical moments in their lives. The Builder age category is least likely to be aware of the service offers available, with over half (56%) saying they were unaware of the services available to them. millennials and Gen X were most likely to find life event services helpful, although 15% of millennials also recorded that they couldn't find the services they needed.

"A significant proportion of Australians experienced a major life event in the last year," says Bridgeland. 

"Whilst there has been a lot of great progress in this area over the past few years, there is an opportunity to further - build digital services around life events - addressing gaps, broadening the service offer and raising awareness."

Mental Health: The demand for digital support amongst those who need it most

The survey showed that 57% of Australians have sought treatment for a mental illness in the last year. Prevalence is significantly higher among younger age demographics. The most cited conditions are depression, anxiety, and stress. 72% of those with a mental health condition say that an online consultation for mental health would make them more likely to reach out for help. 

This perspective is notably higher among younger populations (who are also more likely to have sought treatment) with Gen Z at 72% and millennial at 80% compared to Gen X at 59%. Overall, 70% of Australians say they are comfortable with line text or video-based assistance with mental health counselling. Comfort with digital support is higher (75%) among those with a mental health condition in comparison to those who don't (63%).

Related stories
Top stories
Story image
Tech job moves
Tech job moves - Bitdefender, Cohesity, Fortinet & MODIFI
We round up all job appointments from June 27-30, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Australian consumers loyal to retailers who deliver speed and visibility
SOTI finds extensive order visibility and speed are the most important factors for turning one-off customers into loyal, long-term buyers.
Story image
Online shopping
Consumers want speed, visibility in return for brand loyalty
72% of Australian shoppers want complete online order visibility and 63% are loyal to retailers who deliver goods the fastest.
Story image
Evonik relies on Getac F110 tablet to control autonomous robot
The aim of the project is to evaluate the practicality of an automated robotic maintenance and inspection solution in the chemical industry.
Story image
Secureworks reveals new information on BRONZE STARLIGHT threat group
New research from Secureworks has uncovered new information on the Chinese threat group BRONZE STARLIGHT and how they are using targeted ransomware to initiate complicated attacks.
Story image
Oracle Cloud
Commvault, Oracle to deliver Metallic Data Management as a Service
"We are excited to partner with Commvault and enable our customers to restore and recover their most mission-critical cloud data."
Story image
Email threats spike 101%, remains a top attack vector
"Each year we see innovation in the threat landscape, but each year email remains a major threat to organisations."
Story image
ASI Solutions named finalist of Microsoft Surface Partner of the Year
"ASI Solutions has a strong Microsoft focus, building value by helping customers maximise investment in modern workplace solutions."
Story image
Internet of Things
ManageEngine wins big in IDC MarketScape assessment
ManageEngine's Endpoint Central service has been recognised as a leader by IDC MarketScape in several categories including Internet of Things device deployments and UEM software for SMEs.
Story image
Four factors to consider when choosing the right job accounting solution
Progressive job-based businesses can achieve success by strengthening their ability to quantify every cost attributable to the delivery of an outcome for a customer.
Story image
Microsoft names A/NZ Partner of the Year award winners
The awards recognise partners across the globe for their innovative use of Microsoft technologies to help customers succeed.
Story image
Hybrid workforce
Why hybrid working is here to stay and how to ace it
Citrix's new report reveals hybrid workers are more productive and engaged at work than their office and completely remote counterparts.
Story image
Dicker Data
EXCLUSIVE: Why women in IT makes good business sense - Dicker Data
The Federal government wants to bolster female participation in the tech industry to at least 40% by 2030. Here's how one homegrown Australian company has already reached that goal.
Story image
Honeywell launches new carbon energy management software for buildings
The new Carbon & Energy Management service allows building owners to track and optimise energy performance against carbon reduction goals, down to a device or asset level.
Story image
SAS wins Microsoft ISV 2022 Partner of the Year award
"We formed the SAS and Microsoft strategic partnership with a shared goal of making it easier for customers to drive better decisions in the cloud."
Story image
HP Inc
Firmware attacks significant threat in age of hybrid work
Changing workforce dynamics are creating new challenges for IT teams around firmware security, according to new research.
Project management
Discover the 4 crucial factors for choosing the right job-costing solution. Is your team struggling to cost jobs and keep projects running on budget?
Link image
Story image
New Relic
New Relic looks to observability market with new partner programme
New Relic has announced the availability of New Relic Partner Stack, an enhanced programme expanding New Relic’s commitment to partners.
Story image
Digital Transformation
Google Cloud launches new Digital Accelerator bundles for Aussie SMBs
The new bundles are designed to help Australian small and medium-sized businesses embrace digital transformation and take their businesses online.
Story image
Data Protection
Five signs your business is ready to move to the cloud
Many organisations are thinking about moving to the cloud. But what are the signs you are ready, and what are the reasons to move?
Story image
Video: 10 Minute IT Jams - An update from CyberArk
Olly Stimpson joins us today to discuss the importance of MSP programmes and how MSP partners are experiencing success with CyberArk.
Story image
How to achieve your monthly recurring revenue goals
Monthly recurring revenue (MRR) is the ultimate goal, the most important issue on which anyone in the IT channel should focus.
Story image
Hybrid Cloud
HPE GreenLake advances hybrid cloud experience with new services
"The innovations unveiled today further build on our vision to provide the market with an unmatched platform to spur innovation and drive transformation.”
Story image
Australia Post Online Retail Industry Awards finalists for 2022 announced
Finalists have been announced for this year's 2022 Australia Post Online Retail Industry Awards (ORIAS Awards), recognising the achievements of online retailers in Australia.
Story image
Macquarie Data Centres
Macquarie deal to pioneer CO2-cutting data centre tech in Australia
Macquarie Data Centres has signed a multi-year deal with ResetData, an Australian first provider using Submer data centre technology. 
Story image
Zero trust security adoption rises 27% in just two years
A survey of WAN managers has revealed that multi-factor authentication and single sign-on are the top zero trust features implemented.
Story image
Cyber Criminal
Identity and access: the fight is on
Blue team defenders are used to protecting our data, applications, and users with access controls and other security mechanisms, which is why attacks like this are especially challenging when they target identity and access control systems.
Digital Transformation
Discover the 5 signs your business is ready for a cloud-based ERP. Is your business being left behind as more of your competitors switch to the cloud?
Link image
Story image
TO THE NEW unveils A/NZ Managed Services for Microsoft Azure
TO THE NEW has released Managed Services for Microsoft Azure to meet the growing demand in the A/NZ market and globally.
Story image
Oracle Cloud Infrastructure expands distributed cloud services
“Distributed cloud is the next evolution of cloud computing, and provides customers with more flexibility and control in how they deploy cloud resources."
Story image
Identity and Access Management
Ping Identity named a Leader in Access Management
Ping Identity has been named a leader in the 2022 KuppingerCole Leadership Compass report for Access Management. 
Story image
Hands-on review: 16GB PNY XLR8 Gaming EPIC-X 3600MHz DDR4
PNY sent over its 16GB XLR8 Gaming EPIC-X 3600MHz CL16 DDR4 module kit for testing. The kit contains two 8GB dual-channel modules with RGB lighting.
Discover the 5 ways your ERP may be letting you down. Is your current system outdated, difficult to manage, and costing you a fortune?
Link image
Story image
Enterprise Resource Planning / ERP
Five ways your ERP is letting you down and why its time for a change
Wiise explains while moving to a new system may seem daunting, the truth is that legacy systems could be holding your business back.
Story image
The best ways to attract young talent during labour shortages
New research from Citrix reveals hybrid working and ventures into the metaverse are top of mind for Gen Z workers.
Story image
FIDO Alliance releases guidelines for optimising UX with FIDO Security Keys
The new guidelines aim to accelerate multi-factor authentication deployment and adoption with FIDO security keys.
Story image
Vulnerable APIs costing businesses billions every year
Large companies are particularly vulnerable to the security risks associated with exposed or unprotected APIs as they accelerate digital transformation.  
Story image
Data crucial to capture shoppers' wallets post-COVID
First-party data strategies key to driving personalisation, customer satisfaction, and long-lasting relationships according to a new report.
Story image
Four things wholesale distributors need to consider for FY2023
In a post-pandemic world, there are many things for a distribution business to juggle. ERP solutions company Wiise narrows down what companies should focus on.
Story image
Civil Defence
OutSystems platform chosen as part of ADF contract
"To be included in this project is a reflection of our ability to deliver secure, modern digital outcomes for defence at an incredible pace."
Supply chain
Discover the 4 critical priorities for wholesale distribution businesses in FY23. Are you worried about how supply chain issues may affect your business in 2023?
Link image
Story image
How New South Wales state departments achieved cloud migration success
State departments in New South Wales are heading to the cloud to achieve better workflow solutions, and one company is paving the way for their success.
Story image
Monitors are an excellent incentive for getting employees back
The pandemic has taught us that hybrid working is a lot easier than we would’ve thought, so how can the office be made to feel as comfortable as home? The answer could be staring you in the face right now.
Story image
Mergers and Acquisitions
SAS acquires Kamakura to propel risk technology innovation
Underscoring SAS growth in the domain-specific solutions space, the acquisition will enable SAS to greatly enhance the breadth of its risk solutions portfolio.