PUBLISHED DATE: 2025-08-24 23:34:27
Digital Citizen Report 2024
Citizen Insights Hub
Is the Australian Government’s Digital Agenda on Track?
Author: Steven Metzmacher
Key Trends in 2024
1. Australia’s ‘Digital Divide’ is Growing
The number of Australians with precarious finances has increased by 85%. This financial pressure is creating a disparity between the digital experiences of some demographics.
2. The Need for Ethical AI Leadership
55% of Australians would support the use of AI to improve government services – but they need reassurance about risk management and clear governance.
3. Closing the Awareness Gap
Government life-event services are a clear success story, with 93% satisfaction among users. But not everyone is taking advantage. How can the government increase uptake?
4. Trust in Data Protection is Waning
52% of Australians have lost trust in the government around data security and privacy. A refreshed focus on security will reinforce continued progress on digital services.
5. Extending Digital Identity
myGovID makes it easier to access government services, according to 94% of citizens. By expanding myGovID, there’s an opportunity to add even more value.
About This Report
Methodology & Demographics
- Gender: Male 49%, Female 51%, Non-binary 0.3%
- State/Territory: WA 10%, NT 1%, QLD 22%, SA 8%, NSW 31%, VIC 25%, ACT 2%, TAS 1%
- Financial Situation: Precarious 21%, Basic 42%, Stable 30%, Comfortable 7%
- Location: Rural areas (<10k) 15%, Town/city (10k–100k) 33%, Medium city (100k–300k) 23%, Large city (>300k) 29%
- Age Group: Gen Z (18–28) 10%, Millennial (29–44) 41%, Gen X (45–64) 31%, Boomer (65–79) 16%, Builder (80+) 3%
- Country of Birth: Born in Australia 77%, Immigrated >10 yrs ago 17%, Immigrated <10 yrs ago 7%
- Household Income: >$200k 5%, $150k–$200k 11%, $100k–$150k 19%, $75k–$100k 16%, $50k–$75k 17%, $30k–$50k 16%, <$30k 15%
- Diversity: English as a second language 12%, Physical or mental health challenge 11%, Aboriginal/Torres Strait Islander 10%, Immigrant 9%, Minority group 15%, LGBTQIA+ community 6%
Setting the Scene
"Definitely some [uses] are handy, but I think it’s a mistake to give a machine that can think on its own, too much power."
Australia’s ‘Digital Divide’ is Growing
The number of Australians with precarious finances has almost doubled in the past year. This is creating a growing gap in digital experiences, with low-income households struggling to find or use digital services.
- Percentage of Australians with precarious finances:
- Percentage of high-income households with precarious finances:
- 33% of low-income households struggled to find or use digital services, compared to just 23% of households with higher incomes.
- 37% of high-income households rated their experience of digital services as 'excellent', while only 26% of lower earners did so.
"It did make it easier although I struggled with ATO stuff. This was very confusing through MyGov. I found it overwhelming – doing while very stressed and upset."
The Need for Ethical AI Leadership
Would you support the government to extensively use AI?
- 55% Supportive
- 27% Not very supportive
- 18% Not at all supportive
"Especially in high-migration countries like Australia, where English can be a barrier, AI can provide faster solutions with easy translation."
"As long as it made communications and outcomes quicker and more positive/efficient for the user, I’d be in favour of it."
Closing the Service Awareness Gap
- 49% of people did not use online government services for their most recent life event.
- 36% of people did not even think to use online government services.
Q: Did you use online government services related to this life event?
A: “Online services are irrelevant for these events.”
- 93% of people who used digital services following a life event were satisfied.
- Marriage: 98%
- New job: 97%
- Move state: 95%
- New house: 94%
- Birth: 94%
- Death: 92%
- Divorce: 91%
- Retire: 87%
- Job loss: 85%
- Illness: 84%
Trust in Data Protection is Waning
- Concerns about data:
- Data manipulation: 2023: 27% → 2024: 40%
- Identity theft: 2023: 28% → 2024: 45%
- Privacy: 2023: 37% → 2024: 48%
- Comfort with government data protection:
- Comfortable: 55%
- I have some doubts: 26%
- Only in very rare circumstances: 9%
- No, not at all: 10%
"I’m hoping it’s 100% safe, but there is always the possibility of a security leak."
"Due to recent events, I’m with Optus and Medibank, my trust of secure networks has declined dramatically."
Extending Digital Identity
- Australians with a myGovID:
- Device usage for digital services:
- Smartphones: Precarious 81%, Comfortable 67%
- Laptop/desktop: Precarious 37%, Comfortable 59%
- iPad/tablet: Precarious 19%, Comfortable 14%
- Generational breakdown of myGovID usage:
- Gen Z: 84%
- Millennial: 81%
- Gen X: 70%
- Boomer: 57%
- Builder: 52%
Publicis Sapient: Experts in Customer-Led Digital Transformation
Helping the public sector unlock the benefits of digital for citizens and society.
- 20,000 employees
- 50+ offices
- 30+ years of experience
- 2,000+ public sector projects
Capabilities
- Strategy: Developing and testing your hypothesis on priority value pools
- Product: Helping organisations transform at the intersection of value, viability and execution
- Experience: Enabling ongoing value for your customers
- Engineering: Delivering on your promise, at pace, and at scale
- Data & AI: Validating your hypotheses and uncovering insights for constant iteration