A review into the myGov digital platform has found it is essential to the lives of Australians and is critical national infrastructure like our roads, hospitals and energy grid.
Led by eminent Australian businessman David Thodey AO and a panel of digital, human rights and health experts, the audit found myGov is critical digital infrastructure, with the capacity to deliver world leading government services to Australians.
The Albanese Government commissioned the myGov audit following the May 2022 election and the panel oversaw extensive consultation with myGov users, peak bodies and key stakeholders across government.
The expert panel has called for a long-term commitment of investment in myGov to unlock its significant potential.
Minister for Government Services the Hon Bill Shorten MP said Australians expected government services to be state-of-the-art, secure and easy to use.
“myGov is critical digital infrastructure – more people rely on myGov than commute to work on public transport each day. Like public transport, it gets people where they need to be,” Minister Shorten said.
“The expert panel has recommended investment to make myGov a digital asset for all Australians, from renewing passports, enrolling to vote or even completing the Census.
“The findings show we’re on the right track. We’ve already transitioned to a new contemporary technology platform and we released the myGov app in December 2022. This makes it easier to access services —with Face ID or fingerprint sign in options and a digital wallet to securely store your documents.
“There’s much more we can do to discover myGov’s full potential. We can deliver services, from multiple layers of government, in a way that works for citizens and their individual circumstances. We can ensure they only need to ‘tell us once’. We can make services simpler, easier and even more secure. This has never been more important with cyber incidents continuing to disrupt the lives of Australians.
“Our Government is committed to putting people at the centre of government services and we’ll consider the recommendations carefully. Investing in government services is investing in our citizens, and our future economy. We’ll have more to say on the path the Australian Government will take in response to the audit throughout the year.”
“Australians can rest assured that every element of myGov will operate under the framework of choice, control and transparency.”
myGov User Audit Chair David Thodey AO said Australians are conducting up to 1.4 million sessions in myGov each day – more than triple what it was 3 years ago.
“Future development of myGov needs to have a user focus – it must be easy to use, secure, leave no one behind and deliver smart, tailored services that meets people’s needs,” Mr Thodey said.
“The panel’s vision for myGov will take commitment, collaboration and discipline across government.”
Minister for Finance and the Public Service the Hon Katy Gallagher said the Government’s public sector reforms are about putting the people who use our services at the centre.
“The report recommendations support enhancing myGov, which is an important digital way people can access services," Minister Gallagher said.
“In addition, I welcome the recommendation for an acceleration of the nation’s digital ID program and prioritisation of security and privacy.
“Through a Digital ID and myGov, Australians will have an easy, secure and nationally recognised way to prove who they are once, when accessing a variety of government services online.
This reduces the need and frequency for personally identifiable information to be collected and stored by government or other organisations.”
“This is a clear priority for government going forward.”
The full myGov User Audit Independent report is available at: https://my.gov.au/audit
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