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Responding to social changes while maintaining an equitable approach that minimizes technological discrimination will test the ingenuity of administrations.


  • Government services are often "mutually non-contestable" – customers have no alternative suppliers, and suppliers must service all customers.

Features and Benefits

  • Unlike commercial entities, government organizations have additional social welfare expectations placed on them, over and above the need for efficiency. Providing service through technology can disproportionately impact different groups in society.
  • Assisted digital and co-browsing are increasingly essential aspects of government service offerings.

Key questions answered

  • Australia and New Zealand lead the world in the adoption of swipe card technologies, and modern governments are expected to utilize the latest payment technologies.
  • To ensure equity of access for key citizen demographics, this "co-browsing" capability is likely to remain a core aspect of the public sector omnichannel customer service offering for the foreseeable future.

Table of contents

Ovum view

  • Catalyst
  • The personal check is dead – in ANZ at least
  • Government services are often "mutually non-contestable"
  • Assisted digital and co-browsing are increasingly essential aspects of government service offerings


  • Further reading
  • Author

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