Australia’s digital transformation journey has delivered remarkable progress, with 85% of citizens using online government services in the past year and satisfaction rates consistently above 90%. Yet, beneath these headline figures lies a persistent—and growing—digital divide. As government services move online, rural, remote, low-income, and vulnerable communities are at risk of being left behind, unable to fully access the benefits of digital government.
Recent research, including the Publicis Sapient Digital Citizen Report 2024, reveals that the number of Australians with precarious finances has nearly doubled in the past year, now standing at 21%. This financial stress is a key barrier to digital adoption: 33% of low-income households struggled to find or use digital services, compared to just 23% of higher-income households. The divide is not just about income. Australians in rural and remote areas, those with limited digital literacy, older citizens, and people with disabilities or health challenges all face unique obstacles to accessing digital government services.
The rising cost of living is directly impacting digital access. Households under financial pressure are less likely to have reliable internet, up-to-date devices, or the confidence to navigate complex online systems. For many, the very services that could help alleviate financial stress—such as social support, healthcare, or job-seeking assistance—are the hardest to access digitally.
A significant portion of Australians, especially older adults and those without higher education, report challenges in finding, understanding, or using digital government services. Nearly half (49%) of people who experienced a major life event in the past year did not use available online services, and 36% did not even think to look for them. This awareness gap is particularly acute in regional and vulnerable communities.
Geography remains a stubborn barrier. Rural and remote communities often contend with unreliable internet, limited mobile coverage, and fewer public access points. These infrastructure gaps compound other disadvantages, making it harder for residents to engage with digital services.
Trust in government data protection is waning, with 52% of Australians expressing concerns about privacy and security. Vulnerable groups, who may already feel marginalised, are especially sensitive to these issues. Building confidence through transparent communication and robust safeguards is essential to driving adoption.
Not everyone is ready or able to use digital services exclusively. Maintaining alternative channels—such as phone support, in-person assistance, and community outreach—ensures that all citizens can access the help they need, especially during stressful life events. Assisted digital support is vital for those with limited digital skills or access.
Proactive, tailored communication is key to closing the awareness gap. Governments can use pre-emptive service notifications, personalised messaging, and partnerships with local organisations to reach those who might otherwise miss out. For example, life-event-centric service design—organising digital journeys around key moments like starting a family, moving house, or coping with bereavement—can make services more visible and relevant.
Expanding digital infrastructure in regional and remote areas is foundational. Investments in broadband, public Wi-Fi, and community digital hubs can help level the playing field. Equally important are programs to provide affordable devices and subsidised internet access for low-income households.
Designing digital services with accessibility and inclusion at their core ensures that no one is left behind. This means intuitive interfaces, support for multiple languages, compatibility with assistive technologies, and clear, jargon-free content. Co-designing solutions with vulnerable groups helps ensure services meet real needs.
With the rise of AI and data-driven services, citizens expect clear governance and ethical use of their information. Transparent communication about how data is used, robust security protocols, and the ability for users to control their data are essential to building and maintaining trust.
Publicis Sapient has partnered with state and federal agencies across Australia to design and deliver more accessible, human-centered digital journeys. Our work includes:
Our SPEED model—Strategy, Product, Experience, Engineering, and Data & AI—ensures every engagement is holistic, sustainable, and tailored to the unique needs of government clients and the communities they serve.
Bridging the digital divide is not a one-off project—it is an ongoing commitment to equity, inclusion, and innovation. As Australia accelerates toward its digital economy vision, the public sector must continue to invest in:
By embracing these principles, government agencies can deliver better outcomes for every Australian—no matter where they live or what challenges they face. Publicis Sapient stands ready to partner with leaders and policymakers to create a more inclusive, resilient, and citizen-centric digital future.
Ready to build a more inclusive digital future? Connect with Publicis Sapient’s experts to explore how tailored digital transformation can deliver lasting impact for your community.