Evidence
Trust in Australian public services is lower in regional than in metropolitan areas (27% versus 32%, a statistically significant difference).
Survey results such as measures of satisfaction, effort and channels used do not clearly explain this regional trust gap. These results are inconsistent. For example, noting that trust is lowest in the outer regional area, one would expect that satisfaction is also lowest in this location. However, this is not the case. Satisfaction is lowest in the inner regional area.
Satisfaction with feedback is consistent and an important finding to note. Regional respondents report less satisfaction with handling of feedback than metropolitan respondents.
Opportunity
Understanding what is driving lower trust in regional areas is important. APS agencies hold a range of information on the supply of services to regional areas and this can provide a insights into access to services.
Alongside supply, it is important to understand the demand (or uptake) of services. Research shows low trust can result in public disengagement from services.
The regional trust gap provides an opportunity to explore the impacts of trust on the uptake of services in regional areas. Research can assist in understanding how services can be further tailored to ensure effective use.
PM&C have convened experts from across the APS on this topic, beginning a qualitative research project. The project involves:
- In-depth interviews with APS leaders and frontline staff on the challenges for regional service delivery.
- Focus groups across regional and remote Australia to understand local experiences of Australian public services.
- Workshops with experts in regional service delivery to analyse research findings and identify reform opportunities.
After the conclusion of the project in late 2019, findings will be released.