Citizens expect better digital service delivery from Government, Entrust survey finds


Citizens want convenient and secure digital interactions


Entrust, a global leader in trusted identity, payments and data, today released results of a new multinational survey on Government to Citizen (G2C) Interactions. The survey of more than 3,500 citizens including 500 in Australia, offers insights into the state of interactions between governments and their citizens, and the pain points that need to be addressed today.


As people become more accustomed to the convenience and speed of e-commerce interactions, they expect to see the same level of ease in all aspects of their lives – including when interacting with their governments. The majority of Australian survey respondents (67%) said they prefer to conduct more of their interactions digitally, including access to government web portals (34%) and mobile applications (33%).


Additionally, prolonged wait times were cited as the number one pain point interactions with the Australian government (69% of respondents), followed by inconsistent service levels (33%) and unclear or unintuitive instructions (31%). These data points highlight the need for governments to provide their citizens more flexibility in how, when, and where they interact, and do so in a way that’s user-friendly for an overall better experience and delivery of services.


“During the pandemic, we saw an accelerated shift to digitisation. While that’s a step in the right direction, there’s a lot of work to be done to ensure those digital interactions are easy to use and secure,” said Jenn Markey, Vice President of Product Marketing, Payments & Identity at Entrust. “Governments need to meet their citizens where they are and provide a thoughtful, unified and equitable approach to interactions and transactions. The governments that recognise the benefits of offering both digital and physical options will position themselves as a modern global leader.”


The survey found respondents in Australia have three key requirements from their government interactions above all else:

  • Convenience (59%): Citizens want to be served when and where they need it and without having to wait too long.
  • Secure, easy methods of identity verification (58%): Interactions should fit a consumer’s individual preferences, whether they prefer to verify their identity via digital biometrics or in person.
  • Self-service capabilities (53%): Individuals want the convenience of accessing services on their terms, ensuring they can fulfill their needs promptly and without unnecessary delays.



Other preferences were selected in the following order: data privacy (53%); the ability to track progress (50%); consistent user experience across government agencies (39%); online forms (39%); and the ability to engage on behalf of others (10%). In a previous Entrust survey of 1,450 citizens across 12 countries, 7 out of 10 respondents in Australia said they would likely use a digital form of government-issued ID if one were available, citing improved convenience as the primary reason. Integrating digital identities into a government’s existing physical identity credential program can enable improved eGovernment service delivery so no citizen is left behind.


“Government agencies are challenged with legacy applications, budget constraints, multiple independent solution providers and a growing and dynamic threat landscape,” said Markey. “Yet those that make forward-thinking investments now in intuitive end-user experiences will be more successful in providing positive outcomes for their citizens for generations to come.”


The G2C Interactions Survey outlines the biggest areas government leaders can address in order to provide consumers with an improved experience and overcome these challenges. To learn more about the survey results, read our blog:


Entrust enables trusted citizen identities for eGov service enablement and delivery. Entrust enables government departments and agencies to seamlessly and securely enroll and onboard citizens, issue and verify citizen credentials, and accelerate delivery of citizen services. This results in improved citizen experience and engagement, better service delivery, decreased benefits fraud, strengthened borders, and improved cyber risk posture. To learn more visit