People use multiple channels (e.g. phone, in-person, digital) to access services.
There is an opportunity to further understand channel preferences and the right mix of channels for different service applications.
Evidence
The Survey has provided insights about how people access services and their satisfaction with this experience. The channel used to interact with services, whether this be over-the-phone, on an APS website or in-person can impact an individual's trust, satisfaction and experience with service.
Over a third (41%) are using two or more channels to access one service. Most notably, over one third (36%) would like greater choice in how they access services.
Young people, those who finished school in Year 10 or below or low income earners are all more likely to use multiple channels. There is not necessarily a trend among these groups towards digital channels.
Aligning with detailed results of other departments, Survey data and research evidence indicates that no single channel is best. Rather a mix of channels is necessary to cater to different service scenarios and the needs of different individuals. This is a significant finding amidst the transition to digital service delivery.
Opportunity
There is an opportunity to further explore the channel needs and preferences of citizens. This will help us achieve the right mix of channels to use when delivering Australian public services.
People who are vulnerable require a different mix of channels than those who are more independent. Achieving the right channel mix is important to ensure a satisfactory service experience.
Establishing a consistent approach across the APS would ensure the channels provided can be used by individuals to access services.
The opportunity exists for APS agencies to come together and identify what the right mix of channels is to provide services to different groups of the public.
The development of a consistent approach to channel provision in service-delivery can ease an individual's navigation of services, improving their satisfaction with the services received and ensuring they get the services they need efficiently.