Identity Reconciliation Service

When a citizen authenticates with valid documents whose attributes diverge (name spelling, document type), reconcile the records instead of locking the citizen out. Manual escalation only when divergence exceeds a defined threshold.

Cross-Service Contact-Detail Propagation

Single contact-details record at the myGov layer. Each linked agency reads on demand; updates propagate immediately to phone, email, address and bank details across all linked services.

Senior-Mode Government Portal

Auto-detected (or toggled) simplified interface for older citizens: large type, single PIN, no security-question gate, phone-callback 2FA, immediate human escalation. Built once at the myGov layer; inherited by linked services.

Overseas Australian Access Mode

Alternative identity verification for the ~1M Australians overseas: video-ID with consular endorsement or Digital ID via ImmiAccount channel. Documented public path so users know it before they're locked out.

Estimated wait time SMS

When you call Services Australia, get an instant text saying "Current wait: 47 mins. Reply 1 for callback." People can decide whether to wait or do something else.

Peak/off-peak call-time indicator on Services Australia website

Simple traffic-light showing "Best time to call: Tuesday 2-4pm." Already done by some telcos. Trivial implementation.

Plain-English error messages on myGov

Replace "Error RFM01" with "We couldn't link your Medicare because the name on your Medicare card doesn't match your myGov name. Here's how to fix it." Plain English, specific.

One-click service-claim status page

A single page showing "Your Centrelink claim: Processing (submitted 3 days ago, usually takes 5-7 days)." No digging through menus. Cuts "where's my claim?" anxiety calls.