In today's rapidly-changing digital landscape, ensuring data security and privacy has become crucial. The survey findings from our latest Publicis Sapient Digital Citizen Report 2024 shows an alarming decline in public trust in digital services in Australia, with 52% reporting that they lost trust in the government around data security and privacy. More than half (56%) expressed concern about how the government keeps their data safe. Our report, which polled more than 5,000 respondents across Australia, also found a 36% drop in overall trust in digital government services compared to two years ago, when a vast majority of Australians (92%) expressed confidence in government and digital services. Unfortunately, when citizens worry about their data privacy and security, it impacts adoption rates – as witnessed from the findings in the study. If left unaddressed, this could impact smooth delivery of public services, and put the brakes on Australia’s digital ambitions.  

One of the primary reasons for a drop in public trust in digital services is recent high-profile data breaches at Optus, Medibank and other private-sector organisations which caused reputational damage and exposed data vulnerabilities. Ever since, there has been a simmering distrust of data collection and usage among citizens. The research mirrors this sentiment as nearly half (48%) of Australians were concerned about data privacy this year, compared to 37% in 2023. More than ever, citizens want to know how their information is being used to provide better services without impacting their privacy. Other top concerns cited were identity theft and data manipulation – both of which registered a significant rise since last year. In 2023, only 27% and 28%, respectively, said data manipulation and identity theft concerned them. This has jumped to 40% and 45%, respectively. Meanwhile, privacy concerns have jumped from 37% to 48% in 2024. 

Even as security is a major area of focus at both the state and federal levels, it is not the only factor influencing public attitudes. Nearly half of survey respondents (45%) had at least some concerns about the way their data was shared between government departments. Interestingly, the decline in public trust was more evident among younger citizens, with 59% of under-45-year-olds expressing their distrust in the government’s ability to protect personal data in recent years.

This shows that there is a growing chasm between expectations and reality. Governments must ensure that they safeguard citizen data – as well as reassure the public through sound communication about the safety measures they are implementing to further their digital agenda. A refreshed focus on security will not only reinforce continued progress and allay any fears surrounding the adoption of digital services, but also accelerate the adoption of new technologies, including Artificial Intelligence (AI). The study has shown that 40% of Australians have used Generative AI in the last year, and 21% use it on at least a weekly basis, signalling a potential shift in the way government organisations will deliver services in the future – and highlighting the urgent need to plug security gaps.