The Role of AI and Emerging Technologies in Bridging (or Widening) the Digital Divide

Introduction: Promise and Paradox

Australia’s digital government transformation is a global benchmark, with over 85% of citizens using online services and satisfaction rates consistently above 90%. The integration of artificial intelligence (AI) and emerging technologies—such as digital identity, generative AI, and mobile-first platforms—has the potential to make public services more personalised, efficient, and accessible than ever before. Yet, beneath this progress, a persistent and growing digital divide threatens to leave behind the very groups who could benefit most from these advancements.

Understanding the Digital Divide

The digital divide refers to the gap between those who have ready access to digital technologies and the skills to use them, and those who do not. In Australia, this divide is widening, particularly for lower-income households, rural and regional residents, the unemployed, minority groups, and those without higher education. While digital government services are designed to be accessible and efficient, not all Australians are able to benefit equally.

Who Is Most Affected?

Lower-income households: One-third of households earning less than $100,000 report struggling to find, use, or understand online government services, compared to just 23% of higher earners. There is also a 10% gap in the use of digital identity tools like myGovID and digital wallets between higher and lower earners.
Unemployed Australians: Engagement with digital services is 16 points lower among the unemployed compared to employed citizens.
Rural and regional residents: Rural Australians are almost twice as likely to never access digital government services and often face unreliable network coverage and poor digital infrastructure.
Minority and Indigenous groups: Aboriginal, Torres Strait Islander, and other minority respondents are less likely to use key digital services, such as healthcare and financial support, and more likely to rate their experiences as poor.
Older Australians and those with health or mental health challenges: The oldest age groups and those experiencing mental health issues are more likely to report negative experiences or lack of awareness of available digital services.

The Double-Edged Sword of AI and Emerging Technologies

AI and emerging technologies offer significant promise for bridging the digital divide:

Personalisation: AI can tailor services to individual needs, making it easier for citizens to find relevant support, receive timely notifications, and access 24/7 assistance.
Accessibility: Digital identity solutions, mobile-first platforms, and omnichannel support can make services more accessible for people with disabilities, those in remote areas, and non-native English speakers.
Efficiency: Automation and AI-driven processes can reduce wait times, streamline applications, and improve the overall citizen experience.

However, these same technologies can also inadvertently widen the divide:

Digital literacy gaps: Those with lower education or limited experience with technology are less likely to benefit from AI-enabled services and may find new platforms intimidating or confusing.
Trust and data privacy concerns: High-profile data breaches and concerns about how personal information is used have eroded trust, particularly among younger Australians, those in financial hardship, and minority groups. Over half of Australians now express doubts about the government’s ability to protect their data.
Awareness and complexity: Many citizens—especially in rural areas and among minority groups—are simply unaware of the digital services available to them or do not think to use them during major life events. Complex or fragmented service design can further discourage use.

Citizen Sentiment and Ethical Considerations

Public sentiment towards AI in government is cautiously optimistic. While 55% of Australians support the use of AI to improve government services, 94% expect strong governance and transparency around its regulation. Nearly half want full transparency into the code behind AI systems, with this sentiment even stronger among those facing financial or mental health challenges. Data privacy and security are top concerns, with 52% of Australians losing trust in the government’s ability to protect personal data in recent years.

Strategies for Inclusive Digital Transformation

Bridging the digital divide in the age of AI and emerging technologies requires a multi-faceted, human-centric approach:

1. Inclusive Design and Accessibility

Design digital platforms that are user-friendly for all, including those with disabilities or limited digital skills.
Provide content in multiple languages and formats.
Centralise digital platforms to offer a consistent, seamless experience across all services.

2. Expanding Digital Literacy Programs

Targeted digital skills initiatives are critical, especially for lower-income households, older Australians, rural communities, and minority groups.
Multi-stakeholder initiatives—bringing together government, business, and community organisations—are essential for scaling these efforts.

3. Investing in Infrastructure

Reliable, affordable internet and mobile coverage in rural and remote areas is foundational.
Subsidies or programs to provide devices to low-income households can help level the playing field.

4. Building Trust Through Transparency and Security

Clearly communicate how personal data is collected, used, and protected.
Implement robust data governance and security measures.
Engage citizens in the design and oversight of AI-enabled services, ensuring transparency and accountability at every stage.

5. Targeted Outreach and Support

Proactive, personalised outreach can help close the awareness gap, ensuring that citizens know what support is available and how to access it.
Omnichannel support—offering services online, by phone, or in person—ensures no one is left behind.

The Path Forward: No Citizen Left Behind

Australia’s digital government journey is at a crossroads. The opportunity to deliver more accessible, efficient, and personalised services is immense—but only if digital inclusion is prioritised. By expanding digital inclusion programs, improving accessibility, and designing services that are truly human-centric, government agencies can ensure that no one is left behind. Bridging the digital divide is not just a matter of technology; it is a commitment to social inclusion and fairness. With the right strategies—grounded in transparency, robust governance, and a relentless focus on citizen needs—governments can accelerate digital adoption and deliver lasting value for all Australians.

At Publicis Sapient, we believe that digital transformation must be inclusive by design. The digital divide is not inevitable. With commitment and collaboration, it can be bridged—unlocking the full potential of AI and emerging technologies for every citizen.