Complex Digital Govt Services Causing Users to ‘Disengage’ – NBR – 21 November 2023

"We must now address the root causes that go beyond connectivity. Rather than focusing on big innovations that require significant investment, it is better to focus on enriching existing services with empathetic delivery design principles and guide citizens through the service." Dr Joseph Sweeney

A significant study by IBRS, commissioned by global SaaS ERP vendor TechnologyOne, has shed light on the crucial role of empathy in digital government services. The research, ‘New Zealand Digital Citizens and Empathy’, involved a substantial sample size of 2,841 respondents, providing a nuanced view of New Zealanders’ engagement with government digital services. It is the largest and most comprehensive independent study of digital government services.

Crucially, the study found a strong correlation between socioeconomic status and the use of digital government services, underlining a vital issue in ensuring equitable access to these services.

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