Instead of suspending someone's payment for a $20 reporting discrepancy, flag it and ask: "You reported $480 this fortnight, but your employer said $500. Is one of these wrong?" Give 7 days to fix it.
ORGANISATIONS
NOTES
Source C2 in citizen-voice/10_ideas.md. Owner: Services Australia. Robodebt-style fear lever.
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.