Our research confirms a significant disconnect between what communities expect from digital services and what local councils are delivering. While citizens seamlessly engage with state and federal government online, local government usage lags far behind, with only 55 per cent of people using their council’s online services.
The perception is just as concerning: fewer than 30 per cent of residents believe services have improved over the last four years. This frustration stems from fundamental design flaws. Citizens aren’t asking for cutting-edge technology; they want the basics done right. Our report shows a clear desire for information that is easier to find, clearer guidance on completing tasks, and better tracking for the progress of their applications and requests.
Instead of building confidence, these poor experiences drive people back to costly call centres for tasks that should be simple online. The opportunity for councils is to redesign services with empathy. By focusing on plain language, integrated back-end systems, and transparent processes, councils can build community trust, ease the load on staff, and deliver the modern, convenient services their residents rightly expect.
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