A Blueprint for Enhanced Citizen Experiences

As millions of people sought government support to help manage the COVID-19 crisis, departments and agencies stepped up to the task. Yet, while most people trust government websites, one in two Australians still encounter inconsistent information across departments and agencies. This deficit in citizens’ digital experiences may help explain why so many Australians are still turning to non-government sources like search engines and family for public information. This report examines how governments can move from a one-size-fits-all approach to serving populations digitally, to delivering the right information to individual citizens.