1、Digital Citizen Report 2024No Citizen Left BehindDelivering Exceptional Digital Services for Every AustralianForeword Is the Australian Governments Digital Agenda on Track?Thats the question we set out to answer every year in our Digital Citizen Report,now entering its third instalment.And put simpl

2、y,the answer is yes.Weve seen significant progress in uptake and satisfaction of government digital services since Publicis Sapient began running this survey such as the 13-percentage-point increase in myGovID users from 2023 to 2024.But while these overarching stats show that the governments digita

3、l strategy is working,they can obscure the detailed picture hidden deeper in the data.For example,although overall digital service adoption is improving,our research shows a participation gap between demographic groups based on their financial situations.We noted this divide last year,but in 2024 it

4、 was even more prominent,and it is therefore the main theme of this years report.We also saw that financial pressure correlated with more cautious attitudes to AI technology,lower trust in government,and greater security and privacy concerns.It raises important questions about the governments digita

5、l approach:how do you continue to reassure citizens that their data is safe,encourage them to adopt digital services,improve the quality of those services,and deliver them at scale?This shouldnt distract from the good work already being done.Australians are broadly satisfied and supportive of the wo

6、rk that the government is doing.Where they can identify areas for improvement,the government should take those perspectives into account to build a stronger,more valuable and flexible digital government for everyone.It isnt a weakness;its an opportunity to accelerate.Steven Metzmacher Industry Lead,