1: Meeting users’ needs

Meet users’ needs.

Other Information:

AGIMO’s comprehensive June 2005 report, Australia’s Use of and Satisfaction with e-Government Services (Australia’s Use) found relatively high satisfaction levels with current government online services. However, it also revealed low expectations of what can be achieved online, and showed that other channels, such as face-to-face, are still preferred for transactions which are considered more complex or ambiguous. In response, this strategic priority outlines actions designed to improve people’s satisfaction when dealing with government and accessing government services. Australia’s Use also found that there is no such thing as ‘a typical government user’. The number and diversity of users will increase, and this strategy outlines how the government will address this increasing diversity. Actions: Initial phase 2006 – 2008: Continue to measure overall use and satisfaction with government services annually. Develop a consistent and coordinated approach by agencies to measuring the use of and satisfaction with their services. Develop australia.gov.au as the principal Australian Government entry point, including a consolidated entry point to government online engagement initiatives. Review and consolidate the number of the government’s own websites. Provide users with basic individual government service accounts. Enable users to track incomplete transactions. Promote the government’s service delivery options more prominently. Establish principles for online engagement, plus practical guidelines and better practice guides. Introduce access to government services through selected non-government providers. Introduction of limited capacity for users to opt to have their government‑registered details updated automatically when they interact with selected non-government service providers. Final phase 2008 – 2010: Provide users with fully-functional government service accounts which they can personalise. Widespread access to government services through participating non‑government providers. Users able to opt to have their government-registered details updated automatically when they interact with participating non-government service providers.

Objective(s):

1.1: Security and privacy

1.2: Measuring user needs and preferences

1.3: The Australian Government entry point

1.4: User accounts and personalised services

1.5: Visible and traceable services

1.6: Increasing user awareness of service delivery options

1.7: Online engagement with government

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