Investing in Government Services and building a stronger myGov

Dept of Social Services

The Albanese Labor Government is supporting Australians through a record investment of $2.8 billion to deliver safe, effective and efficient government services for every Australian.

Services Australia will receive $1.8 billion over 3 years to bolster the delivery of timely and effective customer and payment services.

myGov will also be secured as critical national infrastructure, with an investment of $630 million over four years and $145 million per year ongoing.

These investments follow the Albanese’s Government’s announcement of $314 million over two years to significantly strengthen safety and security at Services Australia centres.

More service delivery staff

Providing timely payments and services will be key to delivering our commitment to helping Australians access essential services.

Since coming to office, the Albanese Government has made significant inroads to reducing the backlog of claims by investing in additional service delivery staff.

The Budget includes funding for 4,030 staff in 2024-25 and 3,530 staff in 2025-26, helping reduce claim processing times, call wait times and increase support for Australians impacted by an emergency, crisis or vulnerability. After almost a decade of outsourcing, reduced service outcomes and underinvestment by the former Government, this is part of the Government’s investment in restoring the Australian Public Service so that it can deliver the services that Australians require.

Investment in myGov

The 2024/25 Budget also sees a significant investment to strengthen myGov’s place as critical infrastructure and the go to place for digital government services and communications.

The Budget invests $630 million to sustain and enhance myGov over 4 years and $145 million per year ongoing.

The investment in myGov ensures a better experience for Australians with:

  • Better messaging capability and clearer myGov inbox notifications so people know what they need to do
  • Stronger fraud prevention controls
  • Better security features, including a personalised security dashboard, to help people keep their accounts secure.

Staff and customer safety

The Albanese Government is also supporting safety and security in Services Australia, with an additional $314 million on top of $47 million already committed last year.

Following a serious physical attack on a Services Australia staff member in May last year, the Government commissioned a Security Review by Former Chief Commissioner of Victoria Police, Graham Ashton AM APM.

This funding is part of the Government’s commitment to addressing all 44 recommendations of that review.

This additional funding will go towards:

  • Funding for up to 606 security guards;
  • Better security features in all service centres;
  • Establishing a centralised Security Operations Centre, with live monitoring capabilities through upgraded CCTV;
  • Better liaison with local law enforcement; and
  • Enhanced service centre design for an additional 35 service centres at risk of high levels of customer aggression.

This funding demonstrates the Albanese Government’s commitment to providing the most efficient, helpful and secure government services to all Australians – both face to face and online.

We will continue to invest in staff, systems and safety to deliver the best experience possible for all Australians.

/Public Release. View in full here.