Australia’s digital transformation journey is rapidly evolving, with governments at all levels striving to deliver more connected, personalized, and supportive digital experiences. A pivotal shift in this journey is the adoption of a ‘life event’ approach—designing services around the key moments that matter most in citizens’ lives, such as the birth of a child, starting a new job, or coping with bereavement. This approach is transforming the relationship between government and citizen, moving beyond transactional interactions to deliver truly citizen-centric outcomes.
Research shows that Australians have a strong appetite for digital government services, with 88% of surveyed citizens using them and expressing high satisfaction. Yet, despite this enthusiasm, there remains a significant opportunity: nearly half of those who experienced a major life event in the past year did not use an available online service. This gap highlights the need for more accessible, relevant, and connected digital offerings—especially at moments when citizens need support the most.
Life events are universal, but the needs they generate are deeply personal. By organizing services around these moments, governments can:
States like New South Wales and Victoria are leading the way, identifying and building digital services around key life events. For example, NSW has mapped out eight major life events, from starting a family to end-of-life planning, and is bringing together public and private sector organizations to deliver holistic support. These initiatives demonstrate the power of cross-agency collaboration and the value of a ‘tell us once’ model, where citizens only need to provide information a single time to access a suite of related services.
To fully realize the benefits of life event-based service delivery, governments are evolving along several key pathways:
Delivering on the promise of life event-based services requires robust technology and data foundations:
The benefits of this approach are clear. Citizens experience less frustration, receive more relevant support, and are more likely to trust and engage with government. For agencies, life event-based services drive efficiency, improve policy effectiveness, and deliver measurable improvements in satisfaction and outcomes. In states where these models have been adopted, there is evidence of higher digital service uptake, greater satisfaction, and more equitable access—especially among those experiencing major life events.
Despite progress, challenges remain. Awareness gaps, digital divides, and the need for ongoing trust in data protection must be addressed. Governments are responding by investing in digital literacy, ensuring accessibility, and prioritizing transparency and ethical use of emerging technologies like AI.
The life event lens is reshaping digital government in Australia, offering a blueprint for more connected, compassionate, and effective public services. By focusing on the moments that matter most, and by harnessing the power of technology, data, and cross-agency collaboration, governments can deliver experiences that truly improve lives. For public sector strategists, service designers, and technology partners, the message is clear: the future of digital government is personal, connected, and built around the real needs of citizens—at every key moment in their lives.