Despite substantial investment in digital platforms, a significant portion of the community is being left behind. Our research reveals that Australia’s most financially vulnerable residents are the least likely to engage with their local council’s online services, with over half using none at all. This is not an issue of technology access.
The frustrations are universal: information is hard to find, the language is complex, and timely human support is often missing. As IBRS senior advisor Dr Joseph Sweeney notes, “Despite substantial investments to close the digital divide, our data confirms that the most vulnerable citizens continue to face significant barriers when utilising digital government services. But these barriers are not technological: they are empathic”.
The good news is that the solution is clear. Councils can realise the efficiency and cost-saving benefits of new technology by focusing on the human element. The key is to enrich existing services with delivery design principles that educate and guide citizens, improving accessibility and ensuring vital support reaches those who need it most.
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