Australia’s digital transformation journey has delivered remarkable progress in public service delivery. With over 90% of Australians expressing satisfaction with digital government services, the nation stands as a leader in digital government adoption. Yet, beneath this success lies a growing digital divide—one that risks leaving behind the very groups who could benefit most from accessible, efficient, and connected public services. Addressing this divide is not just a matter of technology, but of equity, inclusion, and trust.
While digital government services are widely used, certain groups are consistently underrepresented among users and face greater barriers to access. Research shows that lower-income households, the unemployed, rural and regional populations, and those with lower digital literacy are less likely to engage with digital services. For example, a third of low-income households report struggling to find or use online government services, compared to just 23% of higher-income households. Unemployed Australians and those without university education also report lower engagement and greater difficulty navigating digital platforms.
Financial stress is a key impediment. As the cost-of-living crisis deepens, more Australians describe their financial situation as precarious. Those under financial pressure are not only less likely to access digital services, but also less likely to trust government with their data. This is particularly concerning, as these groups often have the greatest need for government support and could benefit most from streamlined, accessible digital services.
The digital divide in Australia is shaped by a complex interplay of factors:
Bridging the digital divide requires a multi-faceted approach that addresses both structural and individual barriers. Key strategies include:
Digital literacy is foundational to inclusion. Programs that build digital skills—especially for disadvantaged, older, and rural Australians—are essential. These initiatives should be delivered in partnership with community groups, educational institutions, and local governments to ensure they reach those most in need. Ongoing support, rather than one-off training, helps build confidence and sustained engagement.
Improving digital infrastructure, particularly in regional and remote areas, is critical. Reliable, affordable internet access is a prerequisite for digital participation. Governments must continue to invest in expanding coverage and reducing costs, ensuring that no community is left behind.
Digital services must be designed with accessibility and inclusivity at their core. This means:
Human-centric design also means engaging with vulnerable groups during the design process, to understand their needs and pain points. Services should be tested with real users from diverse backgrounds to ensure they are truly accessible.
A centralised digital platform with a consistent interface can reduce complexity and make it easier for citizens to find and use services. Rather than navigating multiple websites and apps, citizens should be able to access a wide range of services through a single, user-friendly portal. This approach not only streamlines the user experience but also builds trust and confidence in digital government.
Not everyone will be able—or willing—to use digital services exclusively. Maintaining alternative channels, such as phone support and in-person assistance, ensures that all citizens can access the help they need. Assisted digital options, where staff help citizens complete digital transactions, can bridge the gap for those with lower digital confidence.
Building trust is essential for digital inclusion. Concerns about data privacy and security are rising, particularly among those already feeling vulnerable. Governments must clearly communicate how personal data is used and protected, implement robust security measures, and engage citizens in the design and rollout of new technologies. Transparency and regular updates help build confidence and encourage adoption.
Australia’s digital government strategy is delivering strong results, but the journey is far from over. The next phase must focus on closing the digital divide—ensuring that every Australian, regardless of income, location, or digital skill, can access and benefit from connected public services. By expanding digital literacy, investing in infrastructure, designing for inclusion, and building trust, governments can create a digital future that truly serves all.
At Publicis Sapient, we believe that digital transformation must be inclusive by design. We partner with government agencies to reimagine public services, putting citizens at the heart of every solution. Together, we can bridge the digital divide and build a more equitable, connected Australia.