Acknowledgements

Acknowledgments

The Department acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, waters and community.

We pay our respects to their Cultures, Country and Elders both past and present.

The design and delivery of the Citizen Experience Survey is led by the Department of the Prime Minister and Cabinet, drawing significantly on expertise across the Australian Public Service and within the academic community.

The Department of the Prime Minister and Cabinet gratefully acknowledges this assistance in developing the Survey.

This report was created for internal deliberative use by the Australian Public Service.

The views expressed in this report are those of the authors and do not necessarily reflect those of the Department of the Prime Minister and Cabinet or the Australian Government.

Created by

Citizen Engagement I Data and Digital Branch        
Policy Innovation and Projects Division        
Department of the Prime Minister and Cabinet        
citizenengagement@pmc.gov.au

October 2019

Important note about data

Please note the raw data contained in this document is subject to change following further data collection and required analysis. This includes the application of statistical processes to the data such as weighting and significance testing.

Undertaking this analysis ensures that, as a time-series is compiled, statistical noise is removed and results are reliable and representative of the Australian public according to demographic benchmarks.

Only once such analysis is complete and a time-series established, results will be ready for publication.

If you would like to use this report or the results please contact the Citizen Engagement Team.

Community Engagement Survey Baseline 2019 infographic with dot points on the timeline of survey and result highlights. Full description follows.

Infographic text description

  • Citizen Experience Survey Announced. July, 2018
  • Australia's 1st national survey asking 5,103 Australians about their trust, satisfaction and experience with Australian public services. March, 2019
  • Results fill a gap in a whole-of-APS understanding of service interaction.
  • 83% of people had at least one reason to access services in a 12 month period.
  • Almost 1 in 3 people accessed 2+ services per reason.
    • Young people are more likely to be multi-service users and report greater effort accessing services.
    • Only one third of multi-service users know how to access services.
  • The inclination to trust is positive.
    • 10% distrust
    • 31% trust
    • 59% somewhat trust or trust services and only 10% distrust services
    • Trust in regional areas is lower than in major cities.
  • Service satisfaction is higher than trust at 52% but... there's room for improvement.
  • There's a desire for increased APS responsiveness.
  • Only 32% are satisfied with how their feedback is handled.
  • 36% would like greater choice in the channels they use to access services. (e.g. phone, face-to-face)
  • Over one third of Australians agree Australian public services need to change.