The Citizen Experience Survey has identified insights about how the public experiences Australian public services. This chapter explores how those insights can translate into practical opportunities to improve service delivery.
01 Improving feedback
People often provide feedback to services, but few are satisfied with how their feedback is handled.
There is an opportunity to improve feedback mechanisms across Australian public services.
02 Getting the experience right for young people
Young people can find navigating services difficult, especially for the first time. There is an opportunity to improve young people's awareness and early experience of services.
03 Understanding the regional trust gap
Trust in services is lower in regional areas of Australia.
Understanding the causes and impacts of this can inform service delivery improvement.
04 Streamlining the channel mix
People use multiple channels (e.g. phone, in-person) to access services.
There is an opportunity to further understand channel preferences and the right mix of channels for different service applications.
05 Exploring service journeys
Survey analysis indicates common 'service clusters' used for the same reason (e.g. having a baby). Future analysis will understand why people engage with multiple services and their unique needs.