The focus groups identified a range of influences affecting service uptake which have strong linkages with the characteristics of trust previously identified. Some factors are based on prior experience (demand-side drivers), others relate to the performance of government (supply-side drivers):
- Poor communication – a lack of awareness of available services was the most cited reason for lack of service uptake. Other communication issues included poor information provision on websites (complexity, jargon, poor navigation) and insufficient advice from service providers about additional services available.
- Complexity of service delivery - complexity of service delivery was both a significant eroder of trust and an inhibitor of service uptake. Simplification of application and compliance requirements is deemed essential for improved uptake of available services.
- Improved resourcing and service culture is essential for uptake and equitable provision – service delivery delays and perceived poor treatment from frontline staff inhibited service uptake.
Service complexity, coupled with the push for online service delivery, inhibits many vulnerable people from being able to access services. Advocacy from family, friends, NGOs or service providers helps certain citizens to navigate service delivery processes in a respectful manner. But they are the lucky ones.