Access to services
When someone needs a service, it should be easy to find and use so that they can focus on the issue at hand. This indicator will measure how easy we find it to access government services.
Overall ease of dealing with ACT Government services - Community
This measure shows the percentage of residents that stated dealing with Access Canberra, in the last 12 months, has been either ‘easy’ or ‘very easy’.
Access Canberra is the main way for Canberrans to access many government services and transactions.
The majority of Canberrans (84%) find it either easy or very easy to access government services overall, regardless of service channel.
Ease of access varies only slightly by type of service, with 84% of Access Canberra users interacting person-to-person, and 87% of digital services users finding it easy or very easy to access services.
Data source
Chart description
Line chart of percentage of Canberra residents who find it either ‘easy’ or ‘very easy’ to access government services. In 2025, 84% of respondents found it easy to access Access Canberra services over the previous 12 months, regardless of service channel.
When asked about their specific experience by service channel, 84% of Access Canberra users interacting person-to-person, and 87% of digital services users found it easy to access services.
Technical notes
This measure changes in 2025 from ‘Community satisfaction with ACT Government services’ to the ‘overall ease of dealing with government services’ as this outcome is a better measure of Access Canberra’s success in delivering accessible and easy to use government services to the community.
Overall ease of dealing over the past 12 months represents how easy it is to interact with Access Canberra, regardless of the service channel.
The ease of dealing person-to-person reflects the experience of users whose most recent interaction was with a Service Centre or Contact Centre.
The ease of dealing with digital services reflects the experience of users whose most recent interaction was with an online service.
For a more in-depth explanation of the methodology please visit Access Canberra policies, accountabilities and reporting
