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PwC Australia’s Citizen Survey 2022

Bringing all citizens on the digital journey

Citizen expectations of government are high and, while much has been achieved in the past few years to improve service delivery, particularly digital, there is always more to do and more to gain. Our survey found that citizens are less likely to agree that Australian government institutions are exceeding expectations than they were 18 months ago (22%, down from 30% in June 2020). But the very fact that citizens know what they want presents a huge opportunity for governments to satisfy them.

Download findings

A Tipping Point

Australians who agree 'I continue to be optimistic about the future'.

61%

June 2020

51%

Jan 2022

It's tougher for government to exceed expectations; Australians surveyed believe government is exceeding expectations.

30%

June 2020

22%

Jan 2022

37% of Australians say mental wellbeing has been negatively impacted by lack of in person transactions and it's worse than before (from 29% in June 2020).

A need to consolidate and simplify

46%Jan 2022

Australians who believe the increased range of channels makes the process of accessing government services more confusing than ever before.

40%June 2020

39%of self-employed/business owners say government services are difficult to navigate (significantly higher than scores for the general population).

Engagment is an opportunity to build trust

70%of Australians want to engage in the development of Federal services ranging from access to information to the opportunity to contribute.

Overall trust
in Government
is significantly
higher amongst
those who ..."

... give feedback 46% ... and higher again
for those who
received a response
with information.62%

Progress on digital inclusion

43%of Australians agree that digital services have helped them feel connected.

36%of Australians agree that their experience of government on line services has positively impacted their trust in government.

However

30% feel left behind
in this new tech savvy world (up from 26% in June 2020).

About our research

This report draws on the findings of our citizen ‘pulse check’ surveys, which are designed to help inform government service delivery requirements.

PwC’s Centre for Citizen Research surveyed a large, representative sample of Australians to gauge attitudes, trust in government, and experiences of government services. We conducted the survey in 2018, twice in 2020 (June and October), and then again in January 2022, providing a barometer for citizen sentiment before, and during, the COVID-19 pandemic. Some of the key findings are summarised in this report, where we compare the shift between June 2020 and now.

Maintaining the trajectory to meeting citizens’ needs

Governments are heading in the right direction when it comes to meeting citizens’ needs. Our survey findings show they can maintain this trajectory by promoting engagement, supporting digital inclusion and, ultimately, fostering trust.

Explore key findings

To have a discussion about the insights and how they can help your organisation please contact us.

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Contact us

Diane Rutter

Diane Rutter

Consulting Diversity & Inclusion Lead and Customer Experience Lead, PwC Australia

Tel: +61 431 164 710

Adam Lai

Adam Lai

Partner, Marketing, Sales & Service GTM Leader, PwC Australia

Tel: +61 400 435 621

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