Solutions that work for customers
- Understand the accessibility needs of your customers, including demographic, cultural, disability or language barriers, and prevalence of device types (for example mobile). Design your digital services to be usable for the majority.
- Find ways to leverage natural systems2 so digital services are easy and intuitive for customers to access and engage with.
- Seek out opportunities to involve third parties, intermediaries and other participants in the solution. Have simple and secure ways for these groups to assist customers who are not yet confident using digital services independently.
- Acknowledge there will always be those who cannot or will not interact digitally and ensure simple and reliable non-digital alternatives exist.
Why it matters
Digital exclusion in New Zealand is influenced by several factors, including lack of access to devices and/or the internet, limited literacy or digital literacy, disability and language barriers, and has a strong correlation with social and economic exclusion.
A focus on digital inclusion means more effective, accessible and equitable provision of services, and greater efficiency gains. Growing New Zealand’s digital literacy benefits customers and government as a whole.
However, government does not always need to be the entire solution. Integration with natural systems (that customers are using anyway) and involving third parties will further broaden accessibility.
Use of non-digital channels ensures that government continues to deliver for all.
2 Systems that people and businesses are already using to carry out daily activities. For example, banking apps, payroll software or point of sale systems for tax administration.