Australia’s digital government transformation is widely regarded as a success, with more than 85% of citizens using online government services in the past year and satisfaction rates consistently above 90%. Services like myGovID, digital wallets, and online access to healthcare and financial support have become everyday essentials for millions. Yet, beneath this progress, a growing digital divide threatens to leave the most vulnerable Australians behind.
The digital divide refers to the gap between those who have ready access to digital technologies and services—and the skills and confidence to use them—and those who do not. In Australia, this divide is widening, particularly for lower-income households, rural residents, the unemployed, minority groups, and those without higher education. While digital government services are designed to be accessible and efficient, not all Australians are able to benefit equally.
Several factors contribute to the digital divide in Australia:
The cost-of-living crisis has sharply increased the number of Australians in precarious financial situations—up 85% in the past year. Financial stress makes it harder for people to afford devices, maintain internet access, or develop digital skills. Ironically, those who could benefit most from government support are often least able to access it online.
A lack of digital literacy is a significant barrier, especially for older Australians, those without university education, and minority groups. Many report difficulty understanding or navigating online services, and some are unaware of the benefits digital government can offer. Women, non-caregivers, and those with lower incomes are also less likely to have practical knowledge of emerging technologies.
Poor digital infrastructure—especially in rural and remote areas—remains a major obstacle. Unreliable network or mobile coverage, high costs, and limited access to devices all contribute to lower engagement with digital services.
Trust in digital government services has declined sharply following high-profile data breaches. Over half of Australians (52%) have lost trust in the government’s ability to protect their data, and 56% express doubts about data security. These concerns are even more pronounced among younger citizens, those in financial hardship, and minority groups. When trust is low, adoption of digital services stalls.
A significant proportion of Australians are simply unaware of the digital services available to them, especially during major life events. Nearly half of those experiencing a life event did not use an online service, and over a third did not even consider it. Complex or fragmented service design can further discourage use, particularly for those already facing barriers.
Bridging the digital divide requires a coordinated, multi-faceted approach. Key strategies include:
Australia’s digital government journey is at a crossroads. The opportunity to deliver more accessible, efficient, and personalised services is immense—but only if the digital divide is addressed head-on. By prioritising digital inclusion, investing in infrastructure and skills, and rebuilding trust, governments can ensure that no citizen is left behind in the digital future.
At Publicis Sapient, we believe that equitable digital transformation is not just a technological challenge, but a social imperative. With the right strategies—grounded in transparency, robust governance, and inclusive design—Australia can accelerate digital adoption and deliver lasting value for all its people.