The Queensland Government is facing renewed scrutiny after it was revealed that more than 80% of motorists have not adopted the state's $50 million digital licence app, prompting calls for a broader one-stop digital platform for all government services.
Dylan Anderson
A Costly App With Low Uptake
Launched in November 2023 by the previous administration, the Digital Licence app was designed to modernise how Queenslanders carry their identification, offering digital versions of driver licences and other ID documents.
However, new figures show that only about 827,000 Queenslanders have downloaded the app, representing just 20% of licence holders. With more than 3 million drivers yet to sign up, the app's reach has fallen well short of expectations despite the multimillion-dollar investment.
Minister Pushes for One-Stop Solution
Customer Services Minister Steve Minnikin acknowledged the slow uptake and described the current app as "a little bit clunky" to download and use. He is now pushing for a more integrated solution.
"We want one door of entry for a range of government products," Minnikin said. "You don't need a separate app for every service. We want to make it seamless, pleasurable, and quick."
The envisioned platform would combine licences, permits, government-issued cards such as blue cards, and vouchers under a single, user-friendly digital interface.
Dylan Anderson
Learning from Other States
Minister Minnikin pointed to Service NSW as a benchmark, highlighting the platform's ability to let users manage fines, vehicle registration, digital licences, and more.
"NSW has shown what’s possible. We want a platform that delivers similar convenience, but also gives customers the choice of face-to-face and phone support," he said.
A $50 Million Investment
The Department of Transport and Main Roads allocated $52.9 million over three years to develop and roll out the digital licence app. The rollout included campaigns via social media, promotional events at universities, and coverage in transport-related publications.
So far, beyond driver's licences, the app has hosted about 150,000 marine licences and over 51,000 photo ID cards.
Despite the slow start, the department confirmed that digital licences are legally valid, though motorists must still renew their physical cards when they expire. TMR says it is continuing to develop and improve the app's features.
Dylan Anderson
The Road Ahead
With the failure of the standalone app to attract a majority of users, momentum is building for a more holistic solution. The government’s new focus is on building the right digital infrastructure to eventually host a suite of services in a single app.
"Getting the architecture right is key," Minnikin said. "Once that’s in place, rolling out other services will be much easier."
Queenslanders can expect to see changes in how they interact with digital government services in the years ahead, as pressure mounts to improve access and usability after the costly misstep.
Dylan Anderson
Dylan Anderson
