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.
ORGANISATIONS
QUOTE
“It also sent an SMS code to my old phone number, despite my new number being updated on the app. Now I'm on hold for 15 minutes.”
— Trustpilot review of myGov · 2026-04
QUOTE
“My Medicare claim was sent to a closed bank account. The logic of the Medicare contact centre doesn't make any sense at all.”
— Trustpilot review of Medicare · 2026-04
QUOTE
“Won't let me update bank details online, tells me I have to do it in person or via phone. Over an hour wait time.”
— Trustpilot review of Centrelink · 2026-03
DATA-POINT
“75% think government online services need improvement; 40% report negative experiences”
— myGov User Audit · 2023
NOTES
Read-from-myGov pattern already exists for some attributes
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.
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.