Delivering services that meet people's needs
Australians have high levels of trust and satisfaction with government services. As more people access digital government services, it is crucial that these services remain trusted and easy to use. To ensure this, the Government is building and adapting services to people’s changing needs and using data and analytics to predict when and where services will be required.
58% of people who trust public services (2024)
This metric has remained stable and indicates people's trust with government services.
People expect personalised, integrated and easy to use government services. To achieve this, the Government is modernising legacy systems focusing on improving digital experiences for people and business. The Department of Foreign Affairs and Trade is replacing its legacy systems and uplifting its digital infrastructure to make it simpler for people to submit and monitor passport applications. The Department of Veterans’ Affairs is modernising its ICT ecosystem to support the health and wellbeing of veterans and their families, including implementing a new clinical case management solution for Open Arms, the veterans and families counselling service.
68% of people are satisfied with government services (2024)
This metric has remained stable and indicates people's satisfaction with government services.
As government services increasingly move online, the Government is prioritising support for people most at risk of the digital divide, so no one is left behind. The establishment of a First Nations Digital Support Hub will enable improved digital inclusion for Aboriginal and Torres Strait Islander people and their communities. A network of digital mentors will provide support on connectivity options and improved skills to access services safely and effectively. In addition, the Government will continue to invest in digital technologies and capabilities to ensure older Australians get the quality of care they deserve through uplifting services under the new Aged Care Act.
The Government continues to use technology, data and analytics to deliver simple and accessible services. This ongoing commitment is focused on designing, building and running services that are inclusive, safe and reliable, underpinned by the Digital Experience Policy. Released in July 2024, this policy, along with its four standards, is guiding the Australian Public Service (APS) to design and deliver better digital experiences and services that meet the needs of all people and business. Additionally, the Government continues to enhance the Australian Government Architecture to enable access to standards and designs, to promote government digital solutions that are interoperable, reusable and easy to understand.
Making it easier for people and business to tell us once
When people need to notify government about changes in their personal circumstances, they often find the experience time consuming and difficult to navigate. People want digital services that are simple and seamless and anticipate their needs. This is why the Government is focused on strengthening service delivery that improves people’s experience of government.
In line with its commitment for myGov to be the primary front door for digital services, the Government is making improvements to the myGov user experience, functions and performance. From 2024, people can quickly and easily complete Commonwealth statutory declarations in myGov for things like insurance or superannuation claims. People can also access and store government cards, such as Medicare and Veterans Cards, in a digital wallet in the myGov app. Ongoing improvements to the user experience of digital and non-digital government services will be guided by the Interim Services Australia Independent Advisory Board.
20.2 million linked active myGov accounts (2024)
This metric has remained stable and indicates the number of Australians actively accessing government digital services.
The Government is strengthening its use of data and digital technologies to reduce administrative burden that people and business face when engaging with different parts of government. The Birth of a Child pilot program will improve the experience of parents, enabling them to provide information in one place after the birth of their child. Sharing information with participating government agencies means people don’t have to provide the same information multiple times. The Government has established a National Health Information Exchange that will facilitate the secure, interoperable exchange of a patient’s vital health information across healthcare settings, to improve the speed, quality, safety, and cost of care.