Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.
CATEGORIES
NOTES
Beneficiaries: Applicants / case officers. Source: other-pdfs/PDF-20Version-20--201-20July-202024-20Category-201-20--20Professional-20Attendan.pdf (https://www.mbsonline.gov.au/internet/mbsonline/publishing.nsf/Content/B013E0789A07D708CA258B030013670A/$File/PDF%20Version%20-%201%20July%202024%20Category%201%20-%20Professional%20Attendances.pdf). Evidence: Evidence-backed. Implementation: Pick one high-volume process or document family.; Name an owner and baseline current volume, time, cost, and satisfaction.; Run a 4-8 week pilot with clear before/after metrics.
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.
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.
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.
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.