30th October 2025
Bridging the Digital Divide: Empowering Communities Through Connected Public Services
Chris Smith, EVP, Civica APAC
In today’s increasingly digital world, access to technology is no longer a luxury - it’s a necessity. Yet 1 in 4 Australians remain digitally excluded , with the elderly, remote communities, and low-income households disproportionately affected. That’s not just a technology gap; it’s a barrier to opportunity, connection and dignity.
At Civica, we believe in making public services work better for people – especially those who have been left out for too long. Whether it’s older Australians, remote communities, or families facing financial pressure, we have a responsibility to ensure services are accessible, connected, and inclusive.
The Cost of Exclusion and the Opportunity Ahead
Digital exclusion has real consequences. It limits access to healthcare, education, employment, and social connection. But when we close that gap, we unlock enormous potential - for individuals, communities, and the economy.
According to Good Things Australia, 63% of people lack confidence in keeping up with digital advancements, while 46% report that the rising cost of living has impacted their ability to get online . In contrast, bridging the digital divide could unlock an estimated $467 million in annual economic benefits - including gains in telehealth access ($206M), increased volunteering ($71M), and workforce upskilling ($65M).
We’ve seen it in action. Councils using smarter systems to reinvest in local services. Telehealth expanding care in regions where medical access is limited. Education platforms giving teachers real-time insights to support every student.
This isn’t just possible - it’s already happening. Now we need to build on it.
Local Councils: The Frontline of Inclusion
Councils are not just service providers; they are community builders. They understand local needs and are already driving change. Our role is to support them - with technology that enables better financial tracking, stronger engagement, and more responsive services.
When councils have the right tools, they don’t just improve efficiency. They deliver impact. They build trust. They make every dollar count.
Connected Healthcare: Access for All
Healthcare should be accessible to everyone - regardless of income, location, or circumstance. Through our work with councils and health services, we’re helping to make that a reality. Civica’s systems support eligibility checks and connected care pathways, enabling local governments to reach residents who might otherwise fall through the cracks.
With millions of consultations now happening via telehealth, the opportunity to expand access is significant. But it’s not just about the technology - it’s about making sure people can use it, trust it, and benefit from it.
Smarter Education: Real-Time Feedback for Better Outcomes
Education is one of the most powerful tools we have to close the digital divide. Civica’s platforms give educators real-time feedback and assessment tools, helping them respond to student needs faster and more effectively.
We’ve seen how this leads to stronger engagement, better learning outcomes, and more confident teachers. When schools have the right digital infrastructure, they’re not just delivering lessons - they’re building futures.
Investing in People: The Heart of Digital Transformation
Technology is only part of the equation. The real impact comes from the people who deliver services every day. That’s why we’re focused on helping councils attract, train, and retain the talent they need to lead digital transformation.
We know that sustainable change comes from within - from teams who understand their communities and are equipped to serve them. Our role is to support that journey with tools, training, and ongoing partnership.
A Call to Action
The digital divide isn’t inevitable. It’s a challenge we can and must solve together. At Civica, we’re proud to work alongside councils, governments, and community leaders who are already making a difference.
Now is the time to build on that momentum. Let’s invest in connected public services that work for everyone. Let’s create communities that are more inclusive, more resilient, and more empowered.
Because when we bridge the digital divide, we unlock the full potential of every Australian.