Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
CATEGORIES
NOTES
Beneficiaries: Citizens / service users. Source: other-pdfs/final_design_-_national_clinical_trials_governance_framework_and_user_guide_-_30.pdf (https://www.safetyandquality.gov.au/sites/default/files/resources/attachments//final_design_-_national_clinical_trials_governance_framework_and_user_guide_-_30_may_2022.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.