Risks of Digital-Only Public Services
The New Zealand government has made “digitising government” a clear strategic priority and rightly so. Online services offer efficiency, accessibility, and innovation. But we must be careful here because without thoughtful implementation, digitisation can widen the divides it was meant to close.
This concern isn’t new. We’ve long understood that digital transformation must include clear alternatives for those offline, ensuring no one is left behind. For example, New South Wales (NSW) in Australia maintains a network of Service NSW Centres which offer phone-based support, run easy-read hubs, device banks, and ensures continued in‑person access while pushing ahead online. Their digital strategy talks about ensuring digital services are accessible for all. They’ve also published a Digital Inclusion Strategy grounded in connectivity, affordability, digital skills, accessibility and trust. So we know digitising government can be inclusive.
Last week the NZ government confirmed its new Road User Charges (RUC) system, replacing the petrol tax and set out a solution which appears to be digital-only, electronic road user charges. For many New Zealanders, this raises the whole question on digital equality and access for government services again.
A fully digital Road User Charges system assumes that everyone has the necessary devices, internet connection, digital skills and confidence to participate but that’s not the reality. People in rural areas often face unreliable connectivity; low-income households may not be able to afford ongoing internet or a capable device; and our older and disabled communities may find the required digital tools difficult to use.
The Citizens’ Advice Bureau wants to see a ‘Public Service Design Standard’ - this would make sure public services are designed to be accessible, not just digitally but across all formats, online, in person and on the phone, putting interaction flow consideration into process and service design. It’s about meeting people where they are, not expecting them to adapt to whatever platform is easiest for us to deliver. It’s a powerful idea that would create a more inclusive approach to service delivery across the board.
Without inclusive design and offline alternatives, this change risks creating a two-tier system, where those with digital access can comply easily, while others face barriers, penalties, or exclusion from essential services. This isn’t just a question of convenience; it’s about equitable participation in civic and economic life.
Digitising well means building systems that uplift everyone, not tech-savvy users alone. NSW’s model shows how to balance digital with inclusive, offline options. In contrast, introducing a fully digital RUC system risks excluding people without reliable access or digital confidence.
We will be picking up this conversation with Waka Kotahi and the Minister. Digitising government is important but needs to ensure everyone can participate.
