Close this search box.

We are creating some awesome events for you. Kindly bear with us.

ANAO audit report finds that myGov achieved double the predicted number of user accounts

ANAO audit report finds that myGov achieved double the predicted number of user accounts

Image: Illustration of myGov as the portal to member services/ Source: ANAO audit report on myGov Digital Services

The Australian National Audit Agency (ANAO) has released an audit report of the myGov digital service (myGov). The report found that the 4-year (2012-2016) myGov project had exceeded its 2016 target of 5.1 million accounts and six member services. Currently, myGov has more than 10 million active accounts and ten member services.

From its launch to June 2016, myGov has supported 160 000 daily log-ins to myGov, 15.4 million links created to member services, 163 million navigations to linked member services, with Centrelink and ATO the most accessed member services; and 67.9 million correspondence items sent to the myGov Inbox in 2015–16.

Of the ten member services, the Australian Taxation Office (ATO)has the highest number of clients using myGov. By the end of April 2017, six million ATO clients had linked their myGov account to their ATO client record.

myGov serves as an entry portal for individuals to access the services of participating government entities. The report reviewed the effectiveness of the Department of Human Services’ (DHS) implementation of myGov as at November 2016. (The Digital Transformation Agency (DTA) is responsible for myGov service strategy, policy and user experience, while the DHS is responsible for administering and hosting myGov, including processes and procedures for system development and testing, security and operational performance.)

myGov was expected to deliver two major outcomes as outlined in the business case: 1) improved service delivery for individuals supported by five key functionalities—single digital credential, Update Your Details, Inbox, discoverability, and data validation; and 2) improved whole-of-government online service delivery capability supported by a governance framework, standardised business processes, and common standards.

The audit confirmed that the portal has improved the delivery of government services for individuals,reducing time spent in interacting with government. This benefit accrues where individuals use the myGov functionalities to receive correspondence or update their details, and in particular, where individuals link their account to at least two member services. DHS reported in its November 2016 Performance Report that 46 per cent of myGov accounts were linked to two or more services.

         Three of the five planned key functionalities have been delivered, enabling individuals to access government services online using a single digital credential; notify changes of personal contact details; and receive digital correspondence securely.

The search functionality was partly delivered through an interim solution which enables individuals to perform structured searches of government services. However, it did not allow free text searching and it required users to be logged into myGov.

A data validation functionality was designed, but not delivered in myGov. DHS advised the ANAO that this functionality was available via the Centrelink member service and that the use of this existing functionality was considered more efficient. Consequently, myGov users must link their account to Centrelink and access that service to use the data validation capability.

Image: Left- Timeline when member services (and example activities) became available through myGov; Right- myGov Australian Government member services and the functionalities used as at November 2016 (Data validation is excluded from this table as it is not being provided directly within myGov)/ Source: ANAO audit report on myGov Digital Services

The report notes that the myGov platform has been hosted on high-availability infrastructure since May 2015, which has improved performance, especially during peak demand periods, with performance targets (monthly availability target of 99.5 per cent) consistently met. Suitable security and privacy measures were in place to control access and protect sensitive data stored in myGov.

The original 2012-13 to 2015-16 budget of AU$$29.7 million was exceeded, with actual expenditure to June 2016 totalling AU$86.7 million. An additional AU$37.8 million in funding was approved by Government, and DHS funded the remaining AU$19.2 million from a pre-approved ICT contingency fund. Operating expenses rose from AU$8.5 million in 2012–13 to AU$37.3 million in 2015–16, primarily driven by the costs associated with supporting the large number of user accounts (nearly double the forecast) and the improved high-availability infrastructure.

         The audit made two recommendations, both of which have been accepted. DHS and the DTA will share responsibility for the first one, to assist more agencies to make their services available via myGov. The second recommendation to establish a framework to monitor the website’s performance, will be overseen by the DTA, which will consult with member services.

Minister for Human Services Alan Tudge said, “myGov is now one of the largest digital services in the country, with an average of 242,000 people successfully using the capability daily. It’s making access to government services simpler and faster for Australians. We will continue to expand the services offered by myGov in partnership with the DTA, in conjunction with the broader digital transformation that is taking place across government.”

Assistant Minister Taylor said recent improvements to myGov had been rolled out ahead of the busiest usage in coming weeks, with the end of the financial year. He said, “There will be ongoing, regular updates to myGov and this more iterative, and user driven approach is an important new direction. Every change to myGov, no matter how small, has had a direct positive impact for Australians.”

He added that improving myGov is just one element of the government’s service delivery transformation. It also includes the billion dollar Welfare Payment Infrastructure Transformation (WPIT) programme, a new $600 million telephony system, claiming processes overhaul, complete revision of sections of the Centrelink website, 250 new call centre staff and other measures to reduce call wait times.

Access the complete audit report by ANAO here.


Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.


As a Titanium Black Partner of Dell Technologies, CTC Global Singapore boasts unparalleled access to resources.

Established in 1972, we bring 52 years of experience to the table, solidifying our position as a leading IT solutions provider in Singapore. With over 300 qualified IT professionals, we are dedicated to delivering integrated solutions that empower your organization in key areas such as Automation & AI, Cyber Security, App Modernization & Data Analytics, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Renowned for our consulting expertise and delivering expert IT solutions, CTC Global Singapore has become the preferred IT outsourcing partner for businesses across Singapore.


Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit


SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.


HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 


IBM is a leading global hybrid cloud and AI, and consulting services provider, helping clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,800 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently, and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity, and service. For more information, visit