A real person who stays with you through the whole process — not a different person every time you call. Your case contact, by name.
CATEGORIES
NOTES
Source I1 in citizen-voice/10_ideas.md. Owner: My Aged Care (Department of Health Disability and Ageing).
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.