Government response to myGov user audit

The Albanese Labor Government has today tabled its response to the myGov user audit, setting a clear pathway to guide the future development of myGov and the delivery of online Government services.

The release coincides with first Interim Independent Advisory Board meeting in Sydney today, chaired by former NSW Digital Government Minister Victor Dominello.

The Government has either agreed to, agreed in-principle or noted all 10 of the recommendations in the audit report, put forward by audit chair David Thodey and his panel of experts.

Work is already underway to implement the recommendations, with an initial investment of $10.8 million this financial year to improve the security and capability of myGov.

This includes:

• the introduction of Passkeys to simplify the myGov sign in process and keep people’s details safe from phishing scams
• delivery of digital Commonwealth statutory declarations through myGov, using a linked Digital ID
• identifying the current legislative barriers for myGov and how to improve them to deliver an intuitive digital service experience
• the previously announced interim Independent Advisory Board to advise on designing, funding and prioritising ethical and customer-centred improvements.

Minister for the NDIS and Government Services the Hon. Bill Shorten MP said the myGov user audit provides a significant opportunity to fundamentally reshape government digital service delivery.

“The audit identified myGov’s role as critical national infrastructure but also identified the challenges holding myGov back from reaching its full potential,” Minister Shorten said.

“Digital services should be simple, connected and secure. Importantly, they should also be designed around the needs of the people who use them.

“Labor is taking a commonsense and coordinated approach to streamline and improve online government services for all Australians, keep their information safe through the rollout of Digital ID and other myGov security improvements, and change our long-term investment approach.”

As part of its response to the audit, the Government has agreed to:

• make myGov the future go-to place for online government services.
• develop a new Digital Inclusion Standard for inclusive and accessible government digital services so no one gets left behind.
• accelerate and expand Digital IDs so future government services are easier to access.
• partner with states and territories to connect services across governments and make it easier for people to do what they need to.

Minister for Finance Senator the Hon. Katy Gallagher said that myGov plays a central and critical role delivering services to Australians.

“Our commitment to myGov puts it at the heart of digital government service delivery,” Minister Gallagher said.

“It is the place millions of Australians go to get support from Government at all points in their lives, and the audit has highlighted just how important it is for myGov to be a primary entry point for people.

“Implementation will take time but it will lay the foundations to the world class digital government services that Australians expect and deserve.”

The Australian Government’s myGov user audit response will be available soon at: my.gov.au/audit