Abstract: Australian government agencies have a natural desire
to provide migrants a wide range of opportunities. Consequently,
government online services should be equally available to migrants
with a non-English speaking background (NESB). Despite the
commendable efforts of governments and local agencies in Australia
to provide such services, in reality, many NESB communities are not
taking advantage of these services. This article–based on an
extensive case study regarding the use of online government services
by the Arabic NESB community in Australia–reports on the
possible reasons for this issue, as well as suggestions for
improvement. The conclusion is that Australia should implement
ICT-based or e-government policies, programmes, and services that
more accurately reflect migrant cultures and languages so that
migrant integration can be more fully accomplished. Specifically, this
article presents an NESB Model that adopts the value of usercentricity
or a more individual-focused approach to government
online services in Australia.