Digital Government Ease of Use Index 2015 | KPMG | AU

Digital Government Ease of Use Index 2015

Digital Government Ease of Use Index 2015

KPMG Australia and Global Reviews have come together to provide a unique perspective on the everyday experience of Australians as they interact with government online.


Queensland Chairman and National Partner in Charge, Infrastructure, Government & Healthcare

KPMG Australia


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Digital Government Ease of Use Index 2015

This research of nearly 1,500 Australians delivers an evidence-based insight into how well government websites meet the needs and expectations of citizens.

Australians are some of the most digitally savvy and connected people in the world, with over 80 percent of the population 'online' and over 60 percent1 connected via a social media network. This willingness to use the digital sphere to connect, research, share, shop and conduct business is driving massive change, including dramatic shifts in citizens' expectations of their interaction with all levels of government.

The Digital Government Ease of Use Index provides a baseline for measuring Australia's progress in putting citizens at the centre of public service delivery of information and services via digital channels

Searching for government information

90% of respondents started with a search engine when looking for government information and services.

Finding government information online

Almost half the respondents had difficulty finding the required government information. Of those who experienced difficulties, 55 percent said the reason was either they didn’t know where to start or it wasn’t where they expected to find it.

Help – I can't find the government information I'm after

When respondents experienced difficulty finding information on a website, 37 percent said they would turn to FAQs or help pages, 24 percent to the telephone and 22 percent to contact us.

Our research also shows:

  • Citizens are willing to persist with a government site when trust or authoritative advice is important but are comfortable using non-government sites for other information and services.
  • About half the respondents were unable to complete every task they were set, indicating poor levels of usability and lack of customer-centric design.
  • Citizens are strong advocates of government online when their satisfaction with a service or information is high.


(1. Source: – May Statistics 2015)

Full report

The full report is available for purchase from the Global Reviews website.

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