Three in four interactions with government agencies take place online rather than face-to-face or via the telephone after the pandemic spurred even greater takeup of digital services.
But two years of lockdowns and public health restrictions have prevented people from visiting federal and state service centres, accelerating the shift to digital. Across the region, there was a halving of in-person services.
The Australia Tax Office’s investment in single touch payroll platform allowed the rapid payment of nearly $80 billion in Job Keeper payments. Deloitte said the move away from in-person services was “here to stay”, with almost 85 per cent of survey respondents expecting to access government services primarily through a digital medium in five years.
But the greater use of digital services is also raising user expectations with more than two thirds of respondents expecting the quality of government services to be on par with those offered by the private sector. This is being facilitated by a major shift to the use of multi cloud-based systems, some in-house and others in off-site public data centres. Typically, these are managed as one instance with sophisticated software ensuring security and a seamless user experience.showing a strong relationship between citizen experience and trust. More than two thirds indicated that a positive experience of using government services online would improve their overall perception of and trust in government.
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