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The myGov update industry briefing sessionsMonday 23 March 2020 commenced 10 and 11:20 am.Location: online via Zoom by invitation

Industry briefing supplementary information

About the Project

The Minister for Government Services, the Hon Stuart Robert MP, released the

Government’s vision of the future for government services on 29 November 2019. A

transcript of the announcement is available at:

https://www.mhs.gov.au/transcripts/2019-11-29-aiia-address

The vision for the future of Government services is communicated in a video which is

available here:

https://www.dta.gov.au/news/committed-reforming-service-delivery

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Life event journeys

Australians expect Government services to be simple, seamless, and secure. They

want services organised around their lives and needs. During important life event

journeys – such has having a baby or looking for work – Australians need to interact

with many services across all levels of Government to achieve an outcome. A life event

journey describes the set of activities people must engage in to reach their desired

outcome or have their needs met from the user’s perspective. There are common

systemic issues/pain points people face when dealing with Government during these

journeys.

Delivering services based on the journey that a customer goes through during key

events in their lives, rather than based on siloed Government structures, creates a

seamless, easy, intuitive customer experience. The DTA uses a life event journey-

based approach to understand people’s experience interacting with multiple services

delivered by several Government agencies. We consider how services might be re-

designed to better meet a customer’s needs.

The graphic below shows the high-level life events that have been identified by the DTA

by life stage. In addition to the life events captured below are the life events

experienced in the preparation for, during and following a natural disaster which cut

across all three age cohorts.

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Digital IdentityLife Events

Digital IdentityLife Events

AdulthoodYouth

Get a birth certificateRegister forimmunisationEnter child care

Enrol in a schoolOpen a bankaccount

Get a prepaidmobile Apply for a credit card

Travel overseas

Get married

Get a job

Learn to drive

Turn 18

Enrol to vote

Enter higher educationStart anapprenticeship

Childhood

Have a baby

Experience financialhardship

Become anAustralian citizenBuy a house

Apply for theAge Pension

Experience disability

Apply for arental property

Enter aged care

Key life event journeys throughout a person’s life

The myGov update platform provides an opportunity to address these issues/pain points

by reorganising, personalising and integrating services around life event journeys. For

example, the myGov update platform could reduce the number of times customers

provide the same information to different agencies and will provide a single source of

truth across connected services, making it easy for users to find the information they

need, when they need it — such as understanding their entitlements and obligations.

The program is not seeking to resolve all pain points across an entire end-to-end life

event journey, it will focus on resolving the major pain points that customers currently

experience.

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Common Pain Points

The DTA’s GovX team analyses how people interact with government as they

experience different events in their lives, such as looking for work, or caring for a loved

one. Through this analysis, we can better understand pain points for users and start to

hypothesise about opportunities for improvement.

These pain points are common across a number of life event journeys and represent

systemic issues for people who use government services.

1. Lack of proactive engagement from government

People find it frustrating when they aren’t actively informed of upcoming important

events (expiration of service, change of circumstance). They often receive information

after the event and are therefore unprepared, or put into an avoidable negative

situation.

2. No single source of truth across government information

People struggle to find a ‘single source of truth’ when seeking information on

government services as information is duplicated, channels are hard to access and

there is often conflicting advice across multiple agencies.

3. Uncertainty about government entitlements and obligations

People are unsure about their entitlements and obligations when interacting with

government as services (and the policies and rules that govern them) are often complex

and difficult to understand.

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4. Not meeting service delivery expectations

People have very high expectations of service delivery that have been shaped through

interactions with the retail/private sector (e.g banking and online retail apps). This

means that they are often left disappointed when dealing with government as the user

experience is different.

5. Being required to provide information multiple times

People find it frustrating having to provide the same information to government multiple

times, particularly if they have already provided the information as part of the life event

or service journey. This is exacerbated by the fact people often misinterpret what

information is being requested, e.g. due to poor form usability.

6. Difficulty finding the right information, at the right time and in the right context

People often require immediate assistance or government information relevant to their

circumstances. However, the correct information or services is often difficult to find. This

is particularly hard in urgent or emergency situations.

7. Complexity of the tools provided by government

People feel that they experience many complex transactions when dealing with

government. People would benefit from easy to use tools, calculators and other

accelerators to simplify the experience.

8. Lack of clear pathway to reach an outcome

In many cases, people will have to deal with multiple services and agencies to reach the

outcome they need. They often feel lost and frustrated trying to navigate across different

services and agencies and may not understand the steps they need to go through and

the services available to them.

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9. Inconsistent and inaccessible content

People are confused by government content across various channels (website, email,

letters, telephony, etc) due to differences in terminology and poor accessibility (e.g.

language barriers).

10. Concern around the role of non-government service providers

People often have to deal with a combination of government and non-government

organisations to have their needs met. Non-government organisations may be providing

services on behalf of government, or they may be providing complementary or

competing services. People have little understanding of the role of non-government

service providers and are often concerned they aren’t adequately regulated by the

government.

In addition, government services are often not well aligned with related non-government

services, creating pain points for users as they move between them.

The list of common pain points was synthesised from existing research conducted with

users. They are ever-evolving as further research and insights are gained. We would

love your feedback, please reach out to us at govx@dta.gov.au.

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Systems Architecture

Horizon 0

The australia.gov.au home page is linking to trusted, aggregated content about

coronavirus and support across government.

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Horizon 1

New platform with personalised content, web based myGov inbox, opt-in notifications

and login access to myGov authentication.

Horizon 1 systems architecture

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Horizon 2

A place where people can browse and once logged in, centrally manage their

interactions with government

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Prototype demonstration – screen shots

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