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Revamped version of Australian government service portal launched for improved user experience

Image: A user navigates the new look myGov (credit: DTA)

A revamped version of myGov was launched over the past weekend in Australia. with a new look and feel to give Australians a better online experience and easier access to important government services.

myGov aims to provide one-stop access to multiple government services. A myGov account provides secure access to a range of government services using a single username and password, a single inbox for messages from Centrelink, Medicare, Child Support and the Australian Taxation Office and a quick and easy way to advise selected member services about changes to users’ personal details. The number of daily logins has more than doubled during the past two years, and exceeds 242,000 currently. An estimated AU$150 million has been saved in postage costs, driven by the increasing popularity of the digital service, thereby benefiting taxpayers

Among a wide range of changes, the new myGov has a simpler design and layout for easier navigation. Member services logos are more prominent to make it easier to find the service a user needs. The Australian Government crest has been made larger. The language has been made clearer and simpler and the amount of information on the site has been reduced. In addition, the new myGov is more mobile friendly with a responsive design so users can access government services on the go with their mobile or tablet.

The Discovery and Alpha phases for myGov were completed at the Digital Transformation Agency (DTA). Digital experts then joined with subject matter experts from Department of Human Services (DHS) and Australian Taxation Office (ATO) to do user research and develop a prototype. The joint team then moved across to DHS to deliver the Beta product.

The DTA has been working with the DHS since mid-2016 to improve myGov. User research has been key to the process. Hundreds of hours of research has been conducted in more than 20 metropolitan, regional and rural locations. This included speaking with people from different walks of life, with different accessibility needs, of different ages, and in different geographical locations.

The first round of changes was rolled out at the end of 2016, including making it possible for users to sign in with their email address rather than a system generated user name and the option for users to unlock their own accounts. According to the press release, these changes reduced incorrect logins by 37 per cent.

This latest update was driven by feedback regarding difficulty in finding services and some hard to understand information. Also, users wanted to be confident they were on a trusted government site.

The DTA and DHS will continue to work together and carry out further user research to identify opportunities for improvement.

Minister for Human Services, Alan Tudge said, “Our investment in myGov is transforming the way people do business with Government –making life easier for 10 million Australians.”

Assistant Minister for Cities and Digital Transformation, Angus Taylor commented on the benefits derived from the partnership between DTA and DHS, “We listened and we got it. The new look myGov also demonstrates how the DTA can partner with other agencies and departments to transfer skills and transform delivery.”  

Read the press release here

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