Australia’s public sector stands at the threshold of a new era, where emerging technologies such as artificial intelligence (AI), augmented reality (AR), and Web 3.0 are poised to fundamentally reshape how government connects with citizens and delivers services. As digital transformation accelerates, these technologies offer unprecedented opportunities to create more accessible, efficient, and citizen-centric experiences—while also introducing new challenges around trust, inclusion, and governance.
The rapid pace of technological advancement, coupled with evolving citizen expectations and the impacts of the COVID-19 pandemic, has driven a profound digital reset across Australia. This transformation is not simply about adopting new tools; it’s about reimagining the very relationship between government and citizens. Today, digital platforms enable public services to be delivered at scale and with agility, but the next wave of innovation will be defined by how emerging technologies are harnessed to solve complex societal challenges and foster trust in public institutions.
Findings from the 2024 Digital Citizen Report reveal that Australians are increasingly open to engaging with emerging technologies. Over half of Australians (63%) have practical knowledge of technologies like AR, VR, and Web 3.0, and 75% of those with this knowledge are likely to use digital government services built on these platforms. Generative AI, in particular, is gaining traction: 40% of Australians have used it in the past year, and 21% use it weekly. Importantly, 55% of citizens support the use of AI to improve government services.
However, this enthusiasm is tempered by concerns about risk and governance. A vast majority (94%) expect strong oversight and transparency in the regulation of AI, underscoring the need for government to prioritize responsible implementation and clear communication to maintain public trust.
AI is already transforming public sector service delivery by enabling data-driven personalization and predictive support. Agencies are leveraging advanced analytics and AI to:
Yet, the adoption of AI also raises important questions about data privacy, algorithmic bias, and the need for robust ethical frameworks. The Australian government is called upon to lead in responsible AI, ensuring that innovation is balanced with safeguards that protect citizen rights and foster inclusion.
Augmented reality and Web 3.0 technologies are opening new possibilities for immersive, interactive, and decentralized public services. AR can enhance accessibility and engagement by overlaying digital information onto the physical world—improving wayfinding in public spaces, visualizing complex data, or supporting remote education and training. Web 3.0, with its focus on decentralization and user empowerment, offers the potential for more secure digital identities, transparent transactions, and citizen-driven governance models.
Australians are eager to see these technologies integrated into popular government services, such as MyGov, healthcare, and financial services. However, barriers remain: uncertainty about benefits, lack of digital literacy, and inconsistent access across demographic groups. Women, non-caregivers, those with lower education, and lower-income households are less likely to have knowledge of or confidence in emerging technologies, highlighting the risk of a widening digital divide.
Digital inclusion is critical to ensuring that the benefits of emerging technologies are shared by all Australians. This means:
As emerging technologies become more embedded in public sector operations, the importance of governance and transparency cannot be overstated. Citizens expect clear communication about how their data is used, how AI-driven decisions are made, and what safeguards are in place to protect their interests. Building trust requires:
The future of public sector service delivery in Australia will be defined by how effectively government agencies harness the power of AI, AR, and Web 3.0 to create connected, personalized, and inclusive experiences. This requires a holistic approach—combining technology, data, human-centered design, and robust governance.
Publicis Sapient partners with government agencies to navigate this complexity, leveraging global expertise and local insight to drive innovation that delivers measurable impact. By investing in digital skills, fostering a culture of innovation, and prioritizing citizen needs, Australia can lead the way in building a digital government that is resilient, responsive, and trusted by all.
Ready to shape the future of public sector innovation? Connect with our experts to explore how emerging technologies can help your agency deliver better outcomes for every Australian.