• GovERP Reuse Assessment Report

  • GovERP Technical Assessment

  • Reusable products and capabilities 

    The reuseable products and technical capabilities identified through the assessment are available on Australian Government Architecture.

  • myGov Platform Capability and Functions Overview

    The myGov platform capability and function overview provides agencies with a view of the current user experience in myGov, enabled by established core capabilities as well as the additional services and support that Services Australia offers to agencies.

    The image is of a single-page PDF explaining the capabilities and functions of the myGov platform. For a full description, see the 'Image description' below.
  • Image description

    myGov Platform Capability and Functions Overview

    myGov capability: explore

    • content
    • deep linking
    • search
    • global messaging
    • alerts
    • digital assistant
    User experience
    • Service discovery: In myGov, people can discover and view content from across government, helping them to find and understand the services that are relevant to their needs.
    • Search: People can search for information directly when they know what it is they are looking for.
    • Digital Assistant: People can seek assistance and search for information across myGov with the help of the Digital Assistant.

    myGov capability: access and connection

    • myGov credentials
    • device biometrics
    • link/unlink service
    • single sign in and sign out
    User experience
    • Security and sign-in: People can authenticate themselves and securely sign into myGov and connected online government services through a single sign-in experience with a 
      range of sign-in settings to best suit them.
    • Manage myGov account: People have control over their preferred security and notification settings, connected devices and recovery of their myGov accounts.
    • Connected services: People can link and gain access to digital government services through myGov, including by proving who they are with a Digital ID.
    • Digital ID: You can use your Digital ID to create and sign into your myGov account.

    myGov capability: manage and share

    • myGov profile
    • consent management
    • update contact details
    • document upload
    • Analytics
    • Audit logging
    User experience
    • myGov Profile: Data that people choose to share with government, such as legal name and contact details, is captured within the myGov Profile, which subject to privacy and legislation, could be used to support more tailored interactions.
    • Update your details: People can choose to update their contact details in myGov and share this with selected government services
    • Document upload: Allows people to securely upload and share documents with selected service.

    myGov capability: communicate

    • myGov Inbox
    • Notifications (Email, SMS, Push and Web) 
    User experience
    • Messaging: People receive secure communications from connected agencies through one centralised inbox, allowing them to interact with a message and download attachments to complete obligations.
    • Notifications: Notifications alert people to important information and provide a fast and secure avenue to everything they need, reducing the disjointed experiences people have when communicating with Government.

    myGov capability: interact and transact

    • myGov homepage 
    • payments view
    • claims tracker
    • digital wallet
    • verifiable credentials
    • credential scanner
    • document execution
    • life event support, such as birth of a child task
    User experience
    • Common capabilities: Whole-of-government capabilities (i.e. Payments) in myGov bring together information from multiple services for people in one place, providing a more seamless experience when managing interactions across government or experiencing significant life events.
    • Digital wallet: Gives people the ability to securely store information digitally and access this information quickly and simply, reducing the need to carry physical cards/documents.
    • Digital statutory declarations: Allows people to complete Commonwealth 
      Statutory Declarations through myGov using a Digital Identity, replacing in-person witnessing requirements.
    • Life event support: People can easily discover relevant content with direct links to services or complete transactions within myGov allowing a seamless experience across various life events.

    myGov capability: support

    • help text and learning resources
    • myGov helpdesk 
    • digital assistant
    • myGov short survey
    User experience
    • Support beyond the digital channel: myGov Helpdesk and face-to face staff provide support for myGov enquiries and help people where there are barriers to using the digital channel. 
    • Promoting digital literacy: Help text, the Digital Assistant and various other resources are available to educate and support people to use myGov.
    • Continuous improvement: People are encouraged to record feedback and their experience is captured through page polling and survey tools.

    Enabling services (across all myGov capabilities)

    • Platform Operations and ICT Delivery: Manages the digital delivery and operation of the myGov Platform (web portal, app and content website) including Agile delivery teams, fraud and cyber monitoring and response capabilities, onboarding digital services and coordination of IT management practices across myGov and partner services.
    • Service Delivery and Business Operations: Coordinates and manages business operations for myGov including the myGov Helpdesk, data analysis and reporting, fraud control, investigations and incident management, finance and risk management services.
    • Content and Experience Management: Responsible for the development, management and continuous improvement of content and capabilities across the myGov platform as well as customer experience analytics and reporting practices to drive iterative improvement across myGov.
    • Partnership Management: Proactively works with partner agencies to support them to integrate and make the most of myGov for their business through regular, clear and two-way communication.
    • Strategic Planning and Investment Pipeline: The myGov Strategic Planning & Investment Pipeline will collaborate with agencies identify opportunities across whole-of-government service delivery, develop and co-design ideas, assess their viability and turn them into funding proposals.

    Oversight (across all myGov capabilities)

    • Coordination, Governance and Oversight: Provides the oversight and strategic direction collaboratively across government to make sure myGov remains aligned with government, future focused and compliant with the legislation, regulation and policy.
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  • Download the myGov Platform Capability and Functions Overview

  • For more information about myGov and how to get started, go to myGov.

  • myGov decision-making framework

    This myGov Decision-making framework helps you decide if you should connect your service to myGov.

    First, think about your users. Make the most of existing access points by understanding where users already go to access digital government services.

    Next, look at the service offering. Understand what capabilities are needed to support the new service. Use familiar platforms, products and capabilities. Refer to the myGov Platform Capability and Functions overview PDF.

    Then, check for limitations. Consider if there are any challenges making the new service available through an existing access point. Engage with delivery partners to assess how these could be overcome. For example, could there be technical issues interfacing with legacy internal systems or legal barriers such as data sharing.

    Finally, assess the investment. Determine if using an existing access point is not prohibitive on the basis of investment required and if the cost of using the existing portal is outweighed by the benefits. . For example, investment to uplift an existing portal is outweighed by a significantly better experience for users.

    A 4-step decision-making framework about whether you should use myGov for your service. For a detailed description of this image, navigate to the image description below.
  • Image description

    Note: this content is a decision tree. The first three steps have two questions. If you answer yes to either question, you progress to the next step. If you answer no to both questions, you may be eligible for an exemption. The fourth step is a yes or no question.

    1. The first step is ‘Know your user’. Do your users currently engage with government services via myGov? If yes, continue to the next step. If no, could your users access myGov? If yes, progress to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
    2. The second step is ‘Service offering’. Do the capabilities offered by myGov address your service’s needs? Refer to the myGov Platform Capability and Functions overview PDF. If yes, continue to the next step. If no, could your service’s requirements be built into myGov? If yes, continue to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
    3. The third step is ‘Limitations’. Is your service free from limitations that could impede the use of myGov? If yes, continue to the next step. If no, can these limitations be overcome? If yes, continue to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
    4. The fourth and final step is ‘Assess the investment’. Would connecting your service to myGov be cost effective? If yes, you should engage with Services Australia to connect your service to myGov. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
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  • Download the myGov decision-making framework

    Accessibility note: due to the nature of flow diagrams, they cannot be made truly accessible as the reading order will change based on the route followed.

  • Compliance and Reporting Framework

  • Digital Experience Policy Exemption Guide

  • The myGov decision-making framework

  • Digital Experience Policy – Standard Criteria

    Each of the standards linked to the Digital Experience Policy have criteria associated with them.

    An image showing the criteria associated with each of the Digital Experience Policy's four associated standards. The text in the image is produced on the page below.

    Digital Experience Policy Standards

  • Digital Service Standard
    1. Have a clear intent
    2. Know your user
    3. Leave no one behind
    4. Connect services
    5. Build trust in design
    6. Don’t reinvent the wheel
    7. Do no harm
    8. Innovate with purpose
    9. Monitor your service
    10. Keep it relevant
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  • Digital Inclusion Standard
    1. Embrace diversity
    2. Motivate digital use
    3. Protect users
    4. Make it accessible
    5. Provide flexibility and choice
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  • Digital Access Standard
    1. Understand how your users access services
    2. Define your service offering
    3. Use the AGA to find reusable platforms and capabilities
    4. Follow the decision-making framework
    5. Engage with delivery partners
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  • Digital Performance Standard
    1. Implement a monitoring framework
    2. Measure the availability of your digital service
    3. Measure the success of your digital service
    4. Measure if your digital service is meeting customer needs
    5. Analyse and report your digital performance
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  • Architecture

  • Download the Digital Experience Policy – Standard Criteria

  • Download the Compliance and Reporting Framework

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