When a death is registered with state BDM, the bereaved receives a single contact who walks them through the federal-state-private journey: entitlements, notifications, deadlines. One inbox. Permission to act on consent.
DATA-POINT
“Bereavement journey map: 1 trigger event drives ~12 separate agency notifications + 5 separate Centrelink applications over 8 weeks. Income test based on prior-partner earnings creates 6-month phantom-income delay.”
— Stream 5 journey map — Recently Widowed Carer (Sara, 34) · 2026-05
NOTES
No other stream surfaces this — visible only via journey mapping
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.
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.