Around 40% of transactions with Australian state and federal government are still completed using traditional (non-digital) channels, according to recent research.
If the number of non-digital transactions could be reduced to 20% over a ten-year period, “productivity, efficiency and other benefits to government worth around $17.9 billion (in real terms), along with savings in time, convenience and out-of-pocket costs to citizens worth a further $8.7 billion” according to Deloitte Access Economics..
The Digital Government Transformation report commissioned by Adobe analyses the the economic benefits that can be realised from greater adoption of digital technologies for federal and state government customer transactions.
The report finds that whilst “governments have adopted a range of digital innovations in recent years and are gradually moving services online, in general, the citizens and private sector’s take-up of digital technologies has been faster”. “This is for a range of reasons including the complexity of government tasks, organisational inertia and the lack of competition in service delivery” the report adds.
The report identifies that “although significant progress has been made by government in addressing the growing needs of today’s digitally engaged citizens, there is still room for improvement and many untapped opportunities”.
“The future of government services will be aimed more towards offering personalised or individual-orientated services rather than ‘citizen-orientated’ services in government”.
Key insights include:
- Digitising customer transactions can unlock a range of productivity and efficiency benefits for government.
- As digital transactions are generally faster, more convenient and mobile, they are fast becoming the preferred channel for citizens to access government services.
- Digital transformation will involve substantial investment in ICT, transitional and redundancy costs as well as outlays on improving digital literacy.
The report identifies six barriers to digital transformation:
- Policy bottlenecks and bureaucratic inertia
- Budget and capability constraint
- Digital exclusion and divide
- Lack of competition
- Privacy and security
- Transitioning government staff to new roles
Read the Digital Government Transformation report.