Download the findings
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 findingsA 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 trustin Governmentis significantlyhigher amongstthose who ..."
... give feedback 46% ... and higher againfor those whoreceived a responsewith 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).
-
51%
of Australians surveyed agree ‘I continue to be optimistic about the future’, but that’s declining (down 10% on June 2020).
-
22%
of Australians surveyed believe government is exceeding expectations, compared to 30% in June 2020.
-
70%
of Australians want to engage in the development of Federal services ranging from access to information to the opportunity to contribute.
-
46%
Overall trust in Government is significantly higher amongst those who give feedback (46%) and higher again amongst those who received a response with information (62%).
-
43%
of Australians agree that digital services have helped them feel connected.
-
46%
of Australians believe the increased range of channels makes the process of accessing government services more confusing than ever before, an increase from 40% 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.
Explore the key findings below
Citizen engagement
Citizens have shown they want to actively engage with governments.
Citizens have shown they want to actively engage with governments. Citizens who give feedback have significantly higher overall trust in government institutions, as do citizens who receive a response from government outlining ‘next steps’.
Digital investment
Government digital investment is paying off.
Government digital investment is paying off. Efforts to digitise services are having a positive impact on citizens’ experiences and their sense of connectedness. Again, this is fostering trust and more can be done to bring all citizens along on the digital journey.
Consolidating offerings
Consolidation is key to managing the digital ecosystem.
Channel overload and navigation issues vary according to demographic and can be addressed by consolidating digital offerings and managing hyper-localisation to create a seamless digital ecosystem.
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.
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