High expectations, but low trust in digital government services

More than 80% of Australians expect most government services to be available online in the next five years, but nearly half are reluctant to provide personal data, according to a new report.

Brad Anderson

The report, Digital smart: Accelerating digital government for citizens in the Asia-Pacific region conducted by Deloitte for cloud computing company VMware, highlights the latest trends in digital government services across the APAC region.

The report found that citizens are more engaged than ever and have increasingly complex needs for governments.

But it also showed that many remained uncomfortable with the sharing of private information, although 55% said they were willing to provide personal data if it made it easier to access services.

“While this finding indicates that there is some unease among Australians, it presents a huge opportunity for the government to seek new ways to innovate, better educate and communicate their efforts to deliver services. digital governments more efficiently and securely,” says VMware. ANZ Deputy Chief Executive Officer Brad Anderson said Government News.

“This reinforces the need for governments to build trust with citizens and… give them confidence that they have strong e-governance.”

Digital services not yet accessible to all

He said while the report shows citizens have high expectations of digital government services and are likely to demand greater digitalization, many still need help accessing them.

“Interestingly, we were surprised to find that almost 30 per cent, or three in ten Australians, need help accessing digital government services,” Mr Anderson said.

“While this is small compared to other markets in the study, it does indicate that there is a lot of work to be done for Australian government agencies to design and develop services with a citizen-customer mindset to to make it easy and transparent for citizens.”

There is a lot of work for Australian government agencies to do, to design and develop services with a citizen-customer mindset to make it easy and transparent for citizens

Brad Anderson

Mr. Anderson says the government has a tough job to do to meet the high expectations of citizens, and that building trust and improving digital inclusiveness could take some time.

“That said, the digital government ‘race’ to lead the world in capacity should continue as they look for opportunities to not only increase the number of digitized government services, but to design them so that they be more citizen-focused.

The report shows that interaction between citizens and government in the region is on the rise, with nearly 80% of Asia-Pacific citizens expecting to access government services digitally in five years, and more than two third parties expect government services to be online. on par with the private sector.

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Ashley C. Reynolds