Australia stands at the forefront of digital government transformation, with artificial intelligence (AI), generative AI, and other emerging technologies reshaping how public services are delivered. As digital adoption accelerates, the focus is shifting from simply digitising existing processes to creating personalised, accessible, and efficient experiences that meet the diverse needs of all Australians.
Recent research reveals that Australians are both enthusiastic and cautious about the integration of AI in government services. A significant portion of the population—40%—has used generative AI in the past year, and 21% use it weekly. Over half (55%) of Australians support the use of AI to improve government services, with support especially high among younger citizens, high-income households, and those already satisfied with digital services following major life events.
However, this enthusiasm is tempered by a strong desire for responsible implementation. An overwhelming 94% of Australians express concerns about the risks of AI, including data security, privacy, and the potential for job losses. Citizens are calling for robust governance: 92% want government regulation of AI, and 88% seek transparency in how AI is used. Notably, nearly half of respondents want full transparency into the code behind AI systems, with this sentiment even stronger among those with recent mental health challenges or precarious finances.
AI and emerging technologies offer transformative potential for personalising public services. Australians are increasingly comfortable with digital services that remember their preferences, recommend relevant offerings, and tailor content based on their circumstances. For example, 83% are comfortable with services that recall previous interactions, and 78% support personalisation based on employment status or income.
Key benefits of AI-driven personalisation include:
Despite high satisfaction rates (over 90%) with digital government services, a growing digital divide threatens to leave vulnerable groups behind. Lower-income households, the unemployed, those without university education, and people in rural areas are less likely to engage with digital services and often report more difficulty navigating them. For instance, a third of low-income households struggle to find or use online government services, compared to just 23% of higher-income households.
Emerging technologies can help bridge this gap, but only if digital inclusion is prioritised. This means:
Trust is the foundation of successful digital transformation. While Australians recognise the benefits of AI, concerns about data privacy and security are rising—52% have lost trust in the government’s ability to protect their data, and 56% express doubts about data safety. High-profile data breaches have heightened these anxieties, particularly among younger citizens and those in financially precarious situations.
To foster trust and drive adoption, governments must:
AI and digital technologies are already making a tangible difference in key moments of citizens’ lives. Life-event services—such as those supporting births, marriages, job changes, or bereavement—are increasingly tailored and connected, delivering support when it matters most. For mental health, digital services have proven especially valuable: 72% of people with a mental health condition say online consultations make them more likely to seek help, with comfort levels highest among younger Australians.
Australia’s digital government strategy is delivering strong results, but the journey is ongoing. The next phase of transformation will require:
By harnessing the power of AI and emerging technologies—while upholding the highest standards of ethics, transparency, and inclusion—Australia can create a digital government that truly serves every citizen, now and into the future.