In Component 2, a comprehensive understanding of citizens’ demands for and trust in Australian public services was developed using a qualitative approach. Building on the existing knowledge identified in Component 1, Component 2 captured rich data that provides insights into citizens’ public service experiences, service needs and perceptions of trust. While this component predominantly uses facilitated focus group discussions, co-design workshops and key informant interviews were also undertaken to capture the views and experiences of government and other service provider representatives. Table 2 provides a description of the focus groups, interviews and workshops completed as part of this study.
Table 2. Data collection completed
| Type | Characteristic | Participants |
|---|---|---|
| Focus groups | 36 focus groups were completed across Australia, including 2x metro groups and 2x ‘neutral’ groups (where trust and number of services available were rated as 3) as baselines. | 272 |
| Interviews | Interviews completed with APS leaders and frontline managers | 15 |
| Workshops | Co-design workshops to inform the design and data requirements/access | 27 |
| Final workshop to inform recommendations | 15 | |
| Total participants | 326 |
Key informant interviews
Semi-structured key informant interviews were used to capture the views and experiences of government and other service provider representatives. Interviews were undertaken with 15 key informants, including Department and other APS Agency representatives involved in policy setting and public service delivery in regional and remote Australia, and representatives of non-government public service providers. Using an inductive approach, interviews with eight key APS thought leaders were captured prior to the co-design workshops to inform project design and delivery, including guiding focus group discussions. Five of the seven remainder interviews were undertaken with key senior service delivery representatives, and two with a frontline service delivery representative (note these were not audio-recorded). Despite considerable efforts to recruit frontline service delivery staff for interviews we were only able to talk with two. Access to frontline staff was inhibited by their managers who declined permission for staff to talk with us, and time pressures of non-government staff inhibited access.
Interviews were undertaken either face to face or over the telephone and were typically 30-60 minutes in duration and audio recorded and transcribed. One interview with a frontline delivery person was augmented by observation within the workplace.
Focus groups
Focus groups were undertaken to enable an in-depth exploration of citizens’ drivers around demand for and trust in Australian government services. Focus group information provides a rich and nuanced understanding of participants’ experiences and perspectives on Australian government services, focusing on individual experiences within their community.
Due to the diversity of communities and citizens across regional Australia, two types of focus groups were implemented – traditional and small-group focus groups. Traditional focus groups (n=27) included 6-10 people and were up to 120 minutes in duration. Groups included a broad representation of adult regional and remote citizens, including Indigenous Australians (see participant recruitment below for more details on sampling framework).
In addition, we conducted nine small-group focus groups where we deliberately sampled on three to four citizens to enable more time to delve deeper into the responses of individuals whilst still delivering a dynamic interactive discussion. Small group focus groups were 75 to 90 minutes in duration.
Focus group questions were based on exploratory themes around demands for and trust in Australian government public services. The facilitator also used follow-up ‘probes’ to pursue interesting lines of inquiry and further explore local community perceptions and experiences. The themes, probes and general approach to the focus groups (traditional and small) are provided in the Moderator’s Guide (Appendix 4).
All focus groups were audio recorded and transcribed for analytical purposes.
Participant recruitment
Effective participant recruitment is essential for the success of any research project and requires not only active participants, but also the right participants to ensure an appropriate representation of interests and experiences. A co-developed sample frame was developed based on the outcomes of the rapid review and associated quantitative data, and guidance from the strategic and technical workshops. The sample frame was used to ensure a diversity of participants was recruited in consideration of age, gender, use of public services and other characteristics (see Appendix 5).
Participant recruitment for the focus groups was predominantly undertaken using accredited recruitment companies. Recognising the time required for participation in the focus groups, participants were provided with $100-125 incentive depending on their travel requirements. This is a standard participant fee across regional and remote focus group participation.