PUBLISHED DATE: 2025-08-14 22:58:54

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

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, creating a growing gap in digital experiences and outcomes.

"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?

"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

Q: Did you use online government services related to this life event?
A: “Online services are irrelevant for these events.”

Satisfaction among those who used digital services following a life event:

Trust in Data Protection is Waning

Comfort with government data handling:

"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 by financial situation:

myGovID uptake by generation:

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