Digital adoption strategy: a public sector ecosystem

Papavasiliou, Samantha;Reaiche Amaro, Carmen

Abstract

The shift of public sector service provision to digital first, has had a considerable impact on how individuals interact with public sector entities. Therefore, this research argues for a systems approach to explore and understand different assistance-seeking behaviours. In particular, there is a need to understand the critical points within the system at which assistance is sought and the changing behaviours correlated to post assistance-seeking outcomes. Evidence for this research is presented through a case study on the Australian Taxation Office. Observations of the digital lodgement channel were undertaken to evaluate the components in which individuals sought assistance. Through the application of systems thinking and process mapping, this research highlights the critical points in which assistance was sought within the lodgement process. The results of this research lead to the recommendations that ongoing education should be provided for four years post first lodgement, and that education should occur at change of circumstances. Through the use of strategically placed self-help assistance throughout the lodgement process, it is anticipated that individuals will be less likely to seek assistance. However, this research demonstrates the importance of maintaining human interfaces for assistance-seeking to maximise an individual’s capacity to interact with the system successfully.

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International Journal on Advances in Internet Technology

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1942-2652

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3 & 4

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IARIA Journals

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