Australia’s digital transformation in mental health care has brought unprecedented access and convenience to millions. Yet, beneath the surface of high satisfaction and widespread adoption, a persistent digital divide threatens to leave the most vulnerable Australians behind. Those who could benefit most from digital mental health support—people with precarious finances, lower digital literacy, minority and Indigenous backgrounds, and residents in rural or remote areas—are often the least able to access it. Addressing this gap is not just a technological challenge, but a social imperative.
The cost-of-living crisis has sharply increased the number of Australians in financial hardship. Research shows that a third of households earning less than $100,000 struggle to find, use, or understand online government services, compared to just 23% of higher earners. Financial stress makes it harder to afford devices, maintain internet access, or develop digital skills—ironically, those who need support most are often least able to access it.
Digital literacy remains a significant barrier, especially for older Australians, those without university education, and minority groups. Many report difficulty navigating online services or are unaware of the benefits digital mental health can offer. Women, non-caregivers, and those with lower incomes are also less likely to have practical knowledge of emerging technologies.
Poor digital infrastructure—especially in rural and remote areas—remains a major obstacle. Unreliable network or mobile coverage, high costs, and limited access to devices all contribute to lower engagement with digital services. Rural Australians are almost twice as likely to never access digital government services compared to their urban counterparts.
Trust in digital government services has declined following high-profile data breaches. Over half of Australians have lost trust in the government’s ability to protect their data, with concerns even more pronounced among younger citizens, those in financial hardship, and minority groups. When trust is low, adoption of digital mental health services stalls.
A significant proportion of Australians are simply unaware of the digital mental health services available to them, especially during major life events. Nearly half of those experiencing a life event did not use an online service, and over a third did not even consider it. Complex or fragmented service design can further discourage use, particularly for those already facing barriers.
A one-size-fits-all approach does not work in mental health. Co-design—actively involving end users in the creation of services—is essential. This means working directly with people from different age groups, cultural backgrounds, and socioeconomic statuses to understand their needs, preferences, and concerns. Co-design ensures that digital services are appropriately targeted and truly drive value for those who need them most.
Best practices for co-design include:
Stride, a leading Australian mental health charity, partnered with Publicis Sapient to deliver a comprehensive digital solution that unified patient assessment, triage, scheduling, and claims processing across 17 locations. The result: over 15,000 hours per year freed from administrative tasks, improved staff satisfaction, and more coordinated, accessible care for rural and remote communities. This transformation demonstrates the power of integrated, cloud-based platforms to overcome operational and access barriers, and highlights the importance of data-driven insights for continuous improvement.
Australia’s digital mental health journey is at a crossroads. The opportunity to deliver more accessible, efficient, and personalised services is immense—but only if the digital divide is addressed head-on. By prioritising digital inclusion, investing in infrastructure and skills, co-designing with vulnerable groups, and rebuilding trust, governments and service providers can ensure that no citizen is left behind in the digital future.
At Publicis Sapient, we believe that equitable digital transformation is not just a technological challenge, but a social imperative. With the right strategies—grounded in transparency, robust governance, and inclusive design—Australia can accelerate digital adoption and deliver lasting value for all its people.
Ready to build a more inclusive digital mental health future? Connect with our experts to explore tailored strategies for your community.