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.
ORGANISATIONS
QUOTE
“Couldn't remember my sign in PIN. There are so many volumes of confusing information, for someone in their 8th decade it is an impossible minefield.”
— Trustpilot review of myGov · 2026-02
QUOTE
“I am not expected to behave old, I do not feel old, I do not want to behave old”
— Aged Care Royal Commission, witness statement · 2020
DATA-POINT
“33% of lower-income households struggle with digital services”
— Australian Government Digital Inclusion Index · 2024
NOTES
Aged-care RC quote anchors the dignity argument
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.
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.