Australia’s digital transformation journey has delivered remarkable progress in the adoption of government services online. Yet, beneath the national averages, a persistent digital divide remains—especially for regional, remote, and rural communities. As digital government becomes the default for everything from healthcare to financial support, ensuring equitable access for all Australians is both a social and economic imperative.
Recent research, including the comprehensive Publicis Sapient Digital Citizen Report, reveals that 85% of Australians used an online government service in the past year, with satisfaction rates soaring to 93%. The COVID-19 pandemic accelerated digital uptake, and citizens now overwhelmingly prefer online interactions for their speed, convenience, and simplicity. However, these benefits are not distributed evenly. Rural Australians, Indigenous communities, and other underserved groups continue to face unique barriers to digital participation.
Many rural and remote communities still struggle with limited or unreliable internet connectivity. Poor digital infrastructure, high costs, and patchy mobile coverage make it difficult for residents to access even the most basic online services. These infrastructure gaps are a primary reason why rural Australians are almost twice as likely as their urban counterparts to never access digital government services.
Digital literacy remains a significant barrier. Research shows that Australians without university-level education, those in lower-income households, and older citizens are less likely to use digital services or to find them easy to navigate. In regional areas, a lack of targeted digital literacy programs exacerbates this challenge. Many citizens simply do not think of using online government services when experiencing major life events, such as moving house or changing jobs—27% of rural respondents reported this in recent surveys.
Concerns about data privacy and security are rising across Australia, but are particularly acute in communities that have experienced high-profile data breaches or have less exposure to digital platforms. Over half of Australians have lost trust in government data security, and this distrust is even more pronounced among those in precarious financial situations or with limited digital experience. For many, these concerns dampen enthusiasm for digital services and slow adoption rates.
While the proportion of Aboriginal, Torres Strait Islander, and Indigenous respondents using digital government services has increased, they remain less likely than other Australians to access key services such as healthcare and financial support online. This digital exclusion compounds existing social and economic disadvantages.
A third of households earning less than $100,000 report struggling to find, use, or understand online government services, compared to just 23% of higher-income households. Those under financial stress are less likely to trust government with their data and more likely to have negative experiences with digital services, despite being among those who could benefit most from efficient, accessible support.
The oldest Australians (the "Builder" generation, 80+) are five times more likely to rate digital services as "very poor" compared to younger cohorts. Lack of digital skills, accessibility issues, and a preference for face-to-face interactions all contribute to lower adoption rates in this group.
Improving network reliability and expanding high-speed internet access in regional and remote areas is foundational. Government investment in digital infrastructure, including mobile coverage and affordable broadband, is critical to ensuring that all Australians can participate in the digital economy and access essential services.
Tailored digital literacy initiatives are essential for building confidence and skills among rural Australians, Indigenous communities, and older citizens. Programs that combine in-person support with online resources, and that are delivered in partnership with local organizations, have proven effective in increasing digital engagement.
Designing digital government services with the needs of vulnerable and marginalized groups in mind is key. This includes ensuring services are accessible to those with disabilities, available in multiple languages, and easy to navigate for users with limited digital experience. Life-event-focused services—such as those supporting births, deaths, or job changes—should be promoted more actively in regional communities, where awareness remains low.
Addressing concerns about data privacy and security is vital. Clear communication about how personal information is used, robust security protocols, and transparent governance—especially around emerging technologies like AI—can help rebuild trust and encourage broader adoption of digital services.
Australia’s digital future must be inclusive. The benefits of digital government—speed, convenience, and efficiency—should be accessible to every citizen, regardless of geography or background. By investing in infrastructure, expanding digital literacy, designing human-centric services, and building trust, governments can bridge the urban-rural divide and ensure that no one is left behind.
Publicis Sapient is committed to partnering with policymakers, local governments, and advocacy groups to drive inclusive digital transformation. Our experience in delivering citizen-centric solutions, combined with deep insights from the Digital Citizen Report, positions us to help close the digital divide and create a more connected, equitable Australia.
Ready to learn more or take action? Connect with our public sector experts to explore tailored strategies for your community.