Digital governments

Research conducted earlier in 2021 asking citizens about their experience with digital government services, Infosys found that eight in every ten people in Australia and New Zealand were accessing government services online.

We asked them for recommendations on how digital government services could be improved. While many complimented the progress being made, 86% of respondents called for more inclusive digital government services – particularly for people with disability. Here are some verbatim quotes from people using those services:

“I am almost deaf and, although I have hearing aids, they can be annoying so to do things online is easier for me” “Due to my disabilities, I cannot stand for long periods of time so I can't be standing in line for an hour waiting to be served as they don't offer chairs!” “Some people with dyslexia struggle to go through written text. Live voice communication is vital. Thus personal (or video) interaction is crucial.”