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.

Mutual-Obligation Travel Reform

(a) Match JobSeekers to training providers by commute distance with remote-option fallback; (b) auto-issue travel reimbursement when commute exceeds 30 min one-way. Rules engine inside existing JobSearch.

Energy-Poverty Auto-Detection

Cross-agency rule joining welfare payment data + smart-meter consumption to flag at-risk households. Proactively offers rebates, hardship plans and efficiency retrofits without requiring application.

Callback-by-text for Centrelink hold queues

Let people text CALLBACK to a number and get called back when it's their turn. No app needed, works on any phone. Average Centrelink hold time is 30+ minutes; peak waits hit 4 hours.

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.

Community phone booths in libraries

Put a dedicated Centrelink phone (free call, comfortable chair, privacy) in every public library. Already have the infrastructure; partner with local-government-services library networks.

While-you-wait checklist on hold

When on hold with Services Australia, automated message says "While you wait, make sure you have your CRN, ID, and last payslip ready" with specific items for the service you selected. Reduces call time when you get through.

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.

Video-call myGov help for elderly

Grandkids can join a video call with a Services Australia officer to help Nan navigate myGov. Officer guides, grandkid clicks. Already done by some banks.

Library digital help desks

Fund 2 hours/week of myGov help at every public library. Trained volunteer helps people log in, link services, update details.

Paper fallback guarantee for digital-by-default services

For every service that's "digital by default," guarantee a paper form option that actually works and is processed in the same timeframe.

Saved progress on Services Australia forms

If your session times out halfway through a Centrelink form, your progress is saved. Currently you start from scratch.

SMS verification fallback for myGov 2FA

Offer SMS code login as an alternative to passkeys for people whose phones don't support them. Simpler, proven, universal.

Pre-filled cross-agency forms

If government already knows your address, DOB, and income (from ATO), pre-fill it on Services Australia and other agency forms. Don't make people type what you already have.

"Did you mean?" for income-reporting discrepancies

Instead of suspending someone's payment for a $20 reporting discrepancy, flag it and ask: "You reported $480 this fortnight, but your employer said $500. Is one of these wrong?" Give 7 days to fix it.

Jargon-free form labels

Replace "Assessable income from eligible termination payments" with "Money from a redundancy or leaving your job." Test every form with a Year 8 reading level tool.

One-page checklist before every appointment

Before any appointment or application, send a specific list: "Bring your Medicare card, a payslip from the last 2 weeks, and your rental agreement." Not a generic list of 30 possible documents.

Tell-Us-Once for life events

When someone dies, the family notifies one agency and it flows to all of them (ATO, Medicare, Centrelink, DVA, state government). One form, not twelve. Start with a pilot between two agencies.

Grace period for late income reporting

Instead of cutting payments the day after a reporting deadline, give a 48-hour grace period with an SMS reminder: "Your report is due today. Reply DONE when you've submitted it."

Universal benefits checker

Answer 5 questions (age, income, rent, kids, disability) and get a list of everything you might be eligible for across federal and state. Like a tax return but for benefits.

Proactive SMS for life-event entitlements

When someone turns 65, Services Australia texts: "You may now be eligible for the Age Pension, Seniors Card, and cheaper prescriptions. Here's how to check." Automated, data-driven.

Pharmacist as benefits navigator

Train pharmacists to ask "Are you on a Health Care Card?" when someone's paying full price for prescriptions. A simple question that could save people hundreds.

Council What's available noticeboards

Every council office, library, and community centre has a simple noticeboard (physical + digital) listing: free meals, legal aid, financial counselling, emergency housing, mental health drop-in — with addresses and hours. Updated monthly.

GP waiting-room benefits screens

Use the TVs in GP waiting rooms to cycle through "Did you know?" cards: "If you earn under $X, you can get a Health Care Card," "Bulk billing is available at these clinics nearby," "Free mental health sessions available via Medicare."

Pharmacy prescribing for simple conditions

Let pharmacists prescribe for UTIs, skin infections, contraception, and hay fever (already happening in QLD). Expand nationally. No GP visit needed for the simple stuff.

Repeat scripts via app

If your GP already prescribed something ongoing (blood pressure, thyroid, etc.), let you request a repeat via an app without a full appointment. GP reviews and approves in 2 minutes.

"Nearest bulk-billing GP" search

A single, reliable, up-to-date tool showing which GPs near you are bulk billing today. Not a list from 2019. Real-time or weekly updated.

ED wait time display online

Every hospital publishes current ED wait times online (some already do). If Westmead is 3 hours and Blacktown is 45 minutes, people can make informed choices.

Healthdirect awareness campaign

Healthdirect (1800 022 222) already exists but most people don't know about it. Fridge magnets, text campaigns, school newsletters. 222,000 callers were diverted from ED last year via this line.

"Don't come to ED for this" posters

Simple posters in ED waiting rooms: "For these conditions, you could see a pharmacist (free), call Healthdirect (free), or visit an Urgent Care Clinic. Here's the nearest one."

Weekend script bridging by pharmacists

Pharmacists can provide a 3-day emergency supply of regular medications when a script runs out on a weekend. Formalize and promote this so people know it exists.

Instant bond refund when both parties agree

When both tenant and landlord agree on the bond return, process it in 48 hours, not 2-3 weeks. The money is sitting in a trust account doing nothing.

Renter's rights wallet card

A wallet-sized card (or phone-saved image) listing your 5 key rights: minimum notice periods, what landlords can/can't inspect, how to dispute a rent increase, how to get emergency repairs.

"About to be evicted" hotline

Single phone number for anyone facing eviction in the next 7 days. Immediate triage to legal aid, emergency accommodation, and financial support. Not a referral chain — actual help that day.

Repair-response timer for tenants

Tenants log a repair request; if it's urgent (broken heater in winter, no hot water), a timer starts. If the landlord doesn't respond in 48 hours, tenant can arrange repair up to $X and deduct from rent. Already law in some states — make it universal and simple.

Council-backed shared housing matchmaking

Council-backed service matching compatible housemates (verified, references checked) for people who can't afford to rent alone. Like flatmates.com.au but with council backing and safety checks.

National FuelCheck

NSW already has FuelCheck. Make it national, real-time, and include LPG and EV charging.

Single-page energy bill comparison

A government-run, no-commission energy comparison tool (like Energy Made Easy but simpler). Answer 3 questions, get the cheapest plan. Not 47 plans with asterisks.

Bulk-prescription SMS reminder

Text patients on regular medications: "You can now get 60-day prescriptions for [medication]. Ask your pharmacist — it could save you $X/year."

Community fridge/pantry network

Fund councils to install community fridges where businesses and residents leave surplus food. Already working in dozens of suburbs — formalize and expand.

Universal school breakfast programs

Guarantee free breakfast at every primary school in low-income areas. Feed kids before they learn. Some states do this; make it universal.

No-fee bill smoothing as default

Require energy and water retailers to offer monthly even-payment plans as the default (opt-out), not hidden in settings. Prevents bill shock.

One-call hardship line

Single phone number for financial hardship that connects you to energy, water, telco, and council rate hardship programs in one call. Currently you need to call each separately.

Drop-in chat spaces (no intake forms)

Unstaffed or lightly staffed community spaces (cafes, libraries, parks) where people can just sit with others. No therapy, no intake forms. Just a warm room and people.

Text-based counselling expansion

Expand text/chat counselling services (like Kids Helpline chat). Many young people won't call but will text. 24/7.

Mental Health First Aid in workplaces

Require employers with 20+ staff to have at least one trained Mental Health First Aider. Like physical first aid kits but for crisis conversations.

"Bloke's table" / Yarning circle expansion

Fund men's groups, community lunches, and First Nations yarning circles. Not therapy — community. The Shed movement proved this works.

Social prescribing pilot

GPs "prescribe" community activities (walking group, art class, volunteering) for mild-moderate mental health. Prescription = free entry + transport voucher.

Free Wi-Fi in public housing

Residents in social housing get free basic internet. Reduces isolation, enables telehealth, job search, and connection.

My Aged Care phone navigator (named case contact)

A real person who stays with you through the whole process — not a different person every time you call. Your case contact, by name.

Emergency respite within 48 hours

When a family carer says "I can't do this anymore," they get respite within 2 days, not 2 months. Pre-approved emergency pool of respite workers.

"Red flag" elder-abuse training for bank staff

Train bank tellers to spot signs of elder financial abuse (sudden large withdrawals, confused elderly person with a younger family member directing transactions). Many banks already do this — make it universal + linked to reporting.

Carer's wallet card

A physical card showing: your rights, emergency respite number, Carer Gateway (1800 422 737), and local carer support group. Handed out at every GP visit and hospital discharge.

Simplified aged-care star ratings

Current star ratings are complex. Replace with a simple, visible rating: "Would staff here recommend this facility for their own family? Yes/No." Published publicly.

"We got your report" auto-reply with timeline

When someone reports a pothole or broken footpath, instant reply: "Got it. Based on priority, expect a fix within [X] days. Track progress here."

Before/after photos of council fixes

When council fixes something, post a before/after photo on social media or the council app. Shows progress. Builds trust. Takes 30 seconds.

Quarterly "You asked, we did" report

One-page council report: "This quarter you reported 340 issues. We fixed 287. Top categories: footpaths (89), trees (67), bins (54). Average fix time: 11 days."

Noise-complaint mediation by text

Instead of sending a ranger for a noise complaint, first send a text/letter to the noisy party: "A neighbour has raised a concern about noise. Here are the rules, here's how to mediate." De-escalation before enforcement.

Council office hours in the park

Once a month, a council officer sets up a table in a local park or shopping centre. No appointment needed. Bring your questions, complaints, ideas.

Community noticeboard refresh

Update every council noticeboard (physical + digital) monthly with: free services, upcoming events, how to report issues, emergency contacts. Many haven't been updated in years.

Real-time arrival boards at every stop

Not just train stations — bus stops too. Even a simple e-ink screen powered by solar showing "Next bus: 7 mins."

"This train is full" alerts

Push notification: "The 8:12 from Parramatta is at capacity. The 8:18 has seats." Let people make informed choices.

Off-peak fare incentive

Bigger discount for travelling outside peak hours. Already exists in some cities but not aggressive enough to shift behaviour.

Tax incentive for employer flexible start times

Encourage (tax incentive?) employers in CBDs to offer 10am starts, reducing peak demand. Already proven overseas.

"Know your risk" disaster postcard

Every household in a high-risk area gets a postcard: "Your property is in a flood/fire zone. Here's your risk level, your insurer's obligations, and 3 things you can do this weekend."

Subsidised household resilience kits

$50 subsidised kits: torch, battery radio, water purification tablets, first aid, emergency contact card, pet plan template. Sold at Bunnings/post offices.

Gutter/drain check SMS reminder

Council sends SMS before storm season: "Clear your gutters and check your downpipes this weekend. Here's a 2-minute video showing how."

Community battery storage

Neighbourhood-scale battery storage funded by council/state. When the grid goes down, community power stays on. Already piloted in several suburbs.

Insurance explainer sessions at community centres

Free 1-hour sessions at community centres: "Understanding your home insurance policy." Run by financial counsellors, not insurers.

One school app per state

Every school uses a single communication platform. One login, one notification stream. Stop the app sprawl. NSW tried a parent app — invest in making one work.

Uniform swap boards at every school

Every school has a rack where families drop off outgrown uniforms and take what they need. Free. Zero admin. Already happening informally — make it standard.

Automatic permission for recurring school activities

Instead of signing 47 permission slips a year, sign one blanket consent at enrollment for routine activities (library visits, sports carnivals, walking excursions within 1km). Only ask for special consent for genuinely unusual activities.

Before/after school care waitlist transparency

Publish how many places are available and what the wait time is at each OSHC in your area. Currently it's a mystery.

Family day care pop-up in thin markets

Where centre-based childcare isn't viable, fast-track qualified locals to offer family day care from home. Lower barriers, faster approvals, council support.

Tell-Us-Once Life Events Service

Cross-agency event bus for births, deaths, marriages, address changes and citizenship. Any agency can subscribe; citizen tells government once.

APS Cross-Agency Talent Mobility Platform

Single platform across APS where employees opt-in to cross-agency placement, with marketplace view of secondments, automated salary equivalence and default rotation cadence.

AI Assurance Public Register

Central public register listing every AI/ML system used by federal government in citizen-facing services: purpose, training data, accuracy, fairness audit, owning agency, redress contact. Mandatory for procurements over $100k.

Single Aged-Care Entry Point with Decision Support

Reconcile ACAT, RAS and provider intake assessments into one record. Add decision-support layer recommending in-home, residential or hybrid care based on assessment and stated preference.

Closing the Gap Data Sovereignty Platform

Federated data platform giving ACCOs and Indigenous regional bodies dashboards and APIs over data on their communities, with consent-based sharing back to government.

Public-Sector Outcomes Budgeting Platform

Treasury-mandated platform: every program over $20M reports outcome metric with baseline and target. Public dashboard. Budget allocations tied to prior-year outcome delivery.

Speed-Simplicity-Transparency Service Standard

Mandatory service standard per major service: 24h first response, 7-day resolution target, plain-language SMS status, public reporting of compliance. Tied to budget review.

Trust-Through-Feedback Loop

Every consultation submission gets tracking ID; every input acknowledged; every closed consultation publishes you-said/we-did mapping. Process design over technology.

Plain Language by Default

AI-assisted readability scoring on every published government communication, exposed publicly per agency. Flesch-Kincaid Grade 8 threshold becomes Service Standard requirement.

National Care Workforce Authority

Single Commonwealth body owning end-to-end care-workforce pipeline metric. Coordinates immigration, scholarships, Free TAFE and provider registration in one direction.

myGov Federation Architecture

Agencies federate identity to a central layer (via Digital ID); central layer holds single source of truth for citizen-managed attributes. Agencies read; citizen writes once.

Behavioural Insights as Default Checkpoint

Mandatory behavioural-insights review for new service design over $5M. BETA expanded to hub-and-spoke model with embedded behavioural scientists in each service-delivery agency.

Australian Data Exchange Layer

Once-only obligation enshrined in legislation; technical layer built incrementally on api.gov.au + Digital ID. Phased: identity attributes, then payment-eligibility, then health.

Tell-Us-Once for Major Life Events

Federal slice (Centrelink + Medicare + ATO + Passport) of UK Tell Us Once. Negotiate state births/deaths registry integration via national agreement.

Citizen Outcomes Platform (Life Events Navigator)

Replace myGov shell with life-events navigator. Each life event is a guided journey threading existing services. Implementation cost dominated by content design, not new tech.

Auto-Enrolled Eligibility (FTB-A pilot)

Start with one benefit (FTB-A) where eligibility is determinable from existing ATO + Medicare records. Auto-enrol; opt-out by exception. Expand once legal and consent framework proven.

Permissioned Government API Marketplace

Treat api.gov.au as core infrastructure with permanent funding. Mandate API publication for services over $10M transaction volume. Permissioned-share standard modelled on Singapore MyInfo + AU CDR.