The public sectors' shift to digital first service provision has had a considerable impact on how individuals interact with public sector entities. This research highlights the similar assistance requirements and concerns with different public sector digital services. Evidence for this research is presented through a case study on the Australian digital healthcare platform, MyAgedCare. By understanding the different issues and assistance seeking requirements across the public sector digital services, digital service designers and policymakers can better create services that meet the needs and expectations of users. A primary finding of this research highlights the expectation of users that the human interface for assistance is maintained, in order to maximize an individual's capacity to interact with the system successfully.
The impacts of COVID-19 on education have changed how many schools and education providers deliver education with the rapid transition to online learning environments. This research highlights the critical factors influencing student and teacher engagement while also highlighting opportunities for educators to enhance the engagement for their students, utilising results from two focus groups and qualitative surveys through a case study on school districts across South Australia. This provided an understanding of the critical factors influencing teacher and student engagement and identified opportunities for improvements to the levels of student engagements through online learning environments. This research has identified best practices within schools and across the Department of Education that can support virtual learning and digital engagement into the future. In addition, through the identification of critical factors influencing student and teacher engagement, exploration of opportunities to support students and improve overall digital engagement can be identified.
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