Federal + all 8 state/territory jurisdictions — March 2026
We measured how Australians experience government services — satisfaction, ease, trust, and the gap between world-class strategy and ground-level delivery. Covering state portals, federal services, digital standards, omnichannel delivery, human-centred design practice, life events, accessibility, and international benchmarks.
58/100
Overall Sentiment8
Areas Tracked2nd
OECD DGI Rank75%
NSW SatisfactionState Portals
72/100
Global Standing
68/100
Digital Standards
65/100
Service Design
62/100
Accessibility
58/100
Omnichannel
55/100
Federal Services
42/100
Life Events
38/100
Australia ranks 2nd globally on the OECD Digital Government Index and 1st on user-driven design — yet myGov draws persistent UX complaints, two-thirds of citizens repeat information across agencies, and one-third of social security calls go unanswered. Service NSW proves world-class government CX is possible in Australia; the challenge is making that the norm, not the exception.
77%
NSW CX Ease75%
NSW Satisfaction74%
VIC Satisfaction25M+
myGov Accounts66%
Repeat Information34%
Life Event Web Use26 min
Centrelink Wait67,434
Housing Waitlist (NSW)158
Service Centres (NSW)26+
Innovation Units2nd
OECD DGI Rank$1.4B/yr
Savings PotentialFull CX Analysis & Jurisdiction Breakdowns
Detailed agency-level CX metrics, full jurisdiction scorecards, service design case studies, international best practice comparisons, and 12-month CX improvement roadmap projections are available in the full report.