September 29, 2023

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Australia’s myGov getting major overhaul

Australia’s common portal, myGov, is a secure way for citizens to access government services online with a single login and password.

Launched in 2013 to provide a single access point for citizens to access a range of services from the then Department of Human Services and the Australian Tax Office.

While the portal has amassed more than 15 million user accounts since then, there remains “no single platform” that citizens can use to access all online government services and information.

While Services Australia has envisioned a single platform mission, digital services remain fragmented and difficult to use.

But the Digital Transformation Agency (DTA) is now looking to change that by delivering a myGov update platform, dubbed the government digital experience platform (GOVDXP).

The new portal is being designed to eventually take place to replace the current online services portal, myGov, which has not been well-received.

Services Australia is planning a Facebook-like digital services platform that aims to give Australians a single view of their interactions with the federal government.

Service NSW was the first to launch a digital-first, one-stop-shop platform and Services Australia considers it a key pillar of the agency’s vision.

DTA acknowledged in a blog post that “Large, customer service-focused companies have modernised and transformed their digital experience in recent years.”

And further recognised that “Australians expect a similar experience from the government so they can easily access information and services when and where they need them.”

According to Digital Marketplace, a key element of the Government’s Services Australia vision is to develop a Digital Experience Platform (DXP) to deliver simple, smart and personalised services to customers.

The focus of this work is to co-design, with the DTA and Services Australia, a prototype that:

  • demonstrates market-leading approaches for the implementation (System Integration (SI)) of a DXP and
  • showcases the capabilities required to deliver great services to people that support them through key life events.

In the first stages, the platform will operate “as an extension to, and in parallel with, myGov” offering government services across portfolios and jurisdictions.

It will provide a single, tailored view of government services and information, including upcoming payments and reminders with the goal of being “simple, smart and personalised”.

“Enhancements to myGov will enable a more effective model for government to deliver the information and services people and businesses need, in a way that works for them,” the DTA said.

DTA has already designed a GOVDXP prototype which is being developed by a big four consultancy under a $1 million contract.

A brief on the Digital Marketplace indicated that the prototype will be ready by May based on government user research and whole-of-government architecture requirements.

The 90-day sprint is intended to inform government thinking, including possible capabilities and systems integration approaches, to progress the development of a beta platform solution.

DTA has also initiated a search for a “system integrator with hosting and software partnerships” to design and deliver the beta solution from July.

“The seller is required to propose a suitable package of system integrator services, with separate options for a base software product(s) and hosting platform(s),” the brief states.

An industry briefing will be held on March 23.

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