Australia’s digital government transformation is reshaping how citizens access essential services. For people with disabilities, digital channels offer not just convenience, but a vital alternative to traditional service models that can be fraught with barriers. Recent research reveals that Australians with disabilities are among the most enthusiastic adopters of digital government services, yet they remain disproportionately underserved. This paradox—high engagement but persistent exclusion—demands urgent attention from public sector leaders, digital strategists, and accessibility advocates.
People with disabilities in Australia are more likely than the general population to use digital government services. In fact, 92% of people with disabilities report using at least one government service online, compared to 88% of the overall population. Their motivation is clear: digital channels can bypass negative in-person experiences, with 26% preferring digital because they dislike how they are treated in government offices (versus 16% overall). More than half (53%) value digital services because they don’t have to talk to anyone, compared to 39% of all users.
However, this high engagement is not matched by service availability. People with disabilities are nearly twice as likely as the general population to avoid digital channels because the services they need simply aren’t available online (22% versus 10%). This service gap is particularly acute during major life events—such as starting a new job, moving house, or dealing with the death of a loved one—where people with disabilities are more likely to seek support but also more likely to report that they cannot find what they need.
Australians with disabilities place a heightened value on personalisation and tailored support. They are notably more open to digital services that adapt to their disability status, with 44% saying that customisation would encourage them to use digital government services (compared to 30% of the general population). Comfort with personalised digital experiences is also higher, with 39% expressing strong comfort with tailored services.
Support needs are also more pronounced. People with disabilities are more likely to seek guidance and assistance when navigating digital services, especially during complex or stressful life events. The demand for digital mental health support is particularly high, reflecting the greater prevalence of mental health challenges in this group—only 13% reported no mental health issues in the past year, compared to 43% of the general population.
Despite their enthusiasm, people with disabilities encounter persistent barriers in digital government service delivery:
These challenges are compounded during major life events, where the stakes are higher and the need for seamless, accessible support is critical. Notably, 28% of people with disabilities who used online services during a life event reported not finding what they needed, compared to 22% of all users.
To close the service gap and deliver on the promise of digital government for people with disabilities, agencies must embed accessibility and personalisation at every stage of service design and delivery. Key principles include:
Government agencies can take concrete steps to make digital services more accessible, inclusive, and responsive:
Australia’s ambition to be a world leader in digital government will only be realised if no one is left behind. People with disabilities are ready and willing to embrace digital channels, but they need services that are designed for their realities. By embedding accessibility, personalisation, and support into every digital touchpoint, government agencies can close the service gap and set a new standard for inclusive public service delivery.
At Publicis Sapient, we are committed to partnering with government agencies to deliver digital transformation that is truly citizen-centric—ensuring that every Australian, regardless of ability, can access the services they need to thrive.