KPMG Australia and Global Reviews have come together to provide a unique perspective on the everyday experience of Australians as they interact with government online. This research of nearly 1,500 Australians delivers an evidence-based insight into how well government websites meet the needs and expectations of citizens.
We studied how citizens from the mainland states searched for everyday government information and interacted with common government online services. This information has been used to rate each jurisdiction’s websites against:
The research output has informed this inaugural Digital Government Ease of Use Index. The index provides unique evidence and insights into how Australians use the web to interact and engage with government as well as how satisfying that interaction is. In addition it provides a baseline for measuring Australia’s progress in putting citizens at the centre of public service delivery of information and services via digital channels.
Chart 1 compares the Digital Government Ease of Index result by state. The average ease of use across the five states was 44.4%. The highest Index rating for a state was 54%.
This report highlights the real benefits for all levels of government of improving citizen satisfaction with government digital services and channels. The sample scorecard for Victoria demonstrates that whilst overall the state is #1, there are areas that still need improving.
Our research shows:
► Citizens start with a search engine 90% of the time when looking for government information or services.
► Citizens are willing to persist with a government site when trust or authoritative advice is important but comfortably turn to non-government sites for other information and services.
► About half the respondents were unable to complete every task they were set indicating poor levels of usability and lack of customer-centric design.
► Citizens are strong advocates of government online when their satisfaction with a service or information is high.