Rethinking the Digital Dividend:
Government needs to deliver better citizen experiences


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Today, the average Australian still spends the equivalent of one working day every year waiting in queues, waiting on-hold or mailing forms to complete government transactions via traditional channels. The potential dividend here is impressive – if government agencies made the most of digital experience platforms.

1.     Time savings for citizens: 8.4 hours wasted per adult per year waiting in queues, on the phone, or mailing forms to complete government transactions

2.     Increased citizen satisfaction: Improved digital experiences have higher levels of satisfaction and can improve perceptions of government effectiveness and trust

3.     Service delivery and data benefits: Digital experience platforms will provide government agencies with more data to drive decision making and improve government service delivery

4.     Cost savings for government: Governments need to make a decision around cost savings –either ensuring reallocated employees are contributing value, following through on cost saving objectives, or lowering expectations on reducing cost

Adobe and Deloitte have collaborated on this research which presents a new ‘citizen engagement dividend’ exploring the link between digital experience platforms and citizen outcomes and the factors underpinning a great citizen experience’ and the barriers to achieving this. 

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