The Role of Digital Identity and Trust in Expanding Access to Government Services

Introduction

As Australia accelerates its digital transformation agenda, digital identity and trust have emerged as foundational pillars for expanding access to government services. The adoption of digital identity solutions, such as myGovID, is reshaping how citizens interact with government, offering unprecedented convenience and efficiency. However, the journey toward universal digital access is nuanced, shaped by evolving citizen expectations, privacy and security concerns, and demographic differences in uptake and comfort. Building and maintaining trust—especially in the era of AI and data-driven services—is now central to the success of digital government.

The Rise of Digital Identity: Enabling Access and Inclusion

Digital identity solutions like myGovID have become gateways to a broad spectrum of government services. In 2024, 73% of Australians reported having a myGovID, up from 60% the previous year. The vast majority of users (94%) agree that myGovID makes it easier to access government services, underscoring its role in reducing friction and streamlining citizen experiences. Digital identity is not just about convenience; it is a critical enabler for:

Seamless access to healthcare, taxation, and social services
Faster, more secure authentication and verification
Personalised service delivery during major life events (e.g., births, marriages, job changes)

The expansion of digital identity programs is also supporting Australia’s ambition to be a top-three digital government globally, with initiatives like the NSW Digital ID and digital birth certificates further broadening the scope of accessible services.

Trust: The Cornerstone of Digital Government

While digital identity unlocks access, trust is the currency that sustains citizen engagement. Recent research shows that trust in government digital services is high overall, with 92% of citizens expressing confidence. However, this trust is not uniform across all demographics or regions. Key findings include:

Younger and older Australians are the most trusting, while middle-aged groups show slightly lower trust.
Rural residents are more hesitant, with 13% reporting they would never trust digital government services, compared to 8% overall.
Indigenous communities and people with disabilities report higher trust and openness to digital and AI-driven services, but also express a greater need for support and guidance.

Trust is closely linked to perceptions of control, security, and the ability to resolve issues. The main barriers to trust are:

Lack of control over personal information (48%)
Concerns about data security and privacy (39%)
Doubts about the government’s ability to fix problems (38%)

High-profile data breaches and incidents, such as those involving major telecommunications and health providers, have heightened public sensitivity to data protection and privacy.

Privacy, Security, and the Digital Divide

Despite the benefits of digital identity, privacy and security concerns remain significant barriers to wider adoption. In 2024, 52% of Australians reported a loss of trust in government data security and privacy. Concerns about data manipulation, identity theft, and privacy breaches have all increased year-on-year. Notably, 61% of respondents reported being victims of cyber-attacks, scams, or identity theft in 2022, directly impacting their willingness to adopt digital identity solutions.

The digital divide is also widening, particularly for those in precarious financial situations, rural areas, and among older populations. For example:

Only 52% of Boomers and 52% of the oldest age group (Builders) have a myGovID, compared to 84% of Gen Z and 81% of Millennials.
Rural Australians are almost twice as likely as urban residents to have never accessed digital government services.
Low-income households are more likely to struggle with finding or using digital services, and are less likely to rate their experience as excellent.

Demographic Differences in Uptake and Comfort

Digital identity adoption and comfort levels vary significantly across demographic lines:

Generational: Younger Australians (Gen Z, Millennials) are the most likely to use digital identity and government services, and are more comfortable with AI-driven personalisation and automation.
Location: Urban residents have higher uptake and comfort, while rural and regional Australians face more barriers, including digital literacy and infrastructure gaps.
Vulnerable Groups: Indigenous Australians and people with disabilities are above-average users of digital services and more open to AI and personalisation, but require more support and accessible design.
Financial Situation: Those in precarious or basic financial situations are more likely to experience life events that require government support, but also face greater challenges in accessing and navigating digital services.

Building Trust: Strategies for Government

To expand access and foster trust, governments must address both the technical and human dimensions of digital identity. Key strategies include:

Transparent Data Governance: Clearly communicate how citizen data is collected, stored, and used. Implement robust privacy protections and give citizens control over their information.
Security by Design: Invest in state-of-the-art cybersecurity measures and rapid response protocols to protect against breaches and restore confidence after incidents.
Inclusive Design and Support: Tailor digital identity solutions to the needs of diverse user groups, including accessible interfaces, multilingual support, and targeted assistance for vulnerable populations.
Awareness and Education: Close the awareness gap—49% of people did not use online government services for their most recent life event, and 36% did not even think to use them. Proactive outreach and digital literacy programs are essential.
Omnichannel Access: Maintain alternative channels for those who are not ready or able to use digital identity, ensuring no one is left behind.
Ethical Leadership in AI and Data: As AI becomes more integrated into government services, ethical leadership is critical. 55% of Australians support the use of AI in government, but demand clear governance, transparency, and risk management.

The Importance of Ethical AI and Data Governance

The integration of AI into digital government services offers opportunities for personalisation, efficiency, and accessibility. However, it also raises new questions about fairness, accountability, and transparency. Australians are generally comfortable with AI-driven services, especially when they see clear benefits, but expect:

Strong governance and oversight of AI systems
Transparent explanations of how decisions are made
Mechanisms for recourse and human intervention when needed

Ethical leadership in AI and data governance is not optional—it is a prerequisite for sustaining trust and driving adoption.

Conclusion: The Path Forward

Digital identity is transforming the way Australians access government services, making them more convenient, secure, and responsive to citizen needs. However, the full potential of digital government will only be realised if trust is maintained and strengthened. This requires a holistic approach—combining robust technology, transparent governance, inclusive design, and ethical leadership in AI and data.

By addressing privacy and security anxieties, closing the digital divide, and building citizen confidence, governments can ensure that digital identity is a force for inclusion and empowerment, not exclusion. Publicis Sapient stands ready to support government leaders in navigating this complex landscape, delivering digital transformation that is secure, ethical, and truly citizen-centric.