Mandatory service standard per major service: 24h first response, 7-day resolution target, plain-language SMS status, public reporting of compliance. Tied to budget review.
ORGANISATIONS
STUDY
“What citizens want from government services: requests solved in one go, speed, simplicity, transparency and security. 92% would use additional digital services if they existed.”
— PwC Australia Citizen Survey 2022 · 2022
STUDY
“Speed and transparency are the dominant drivers of trust in agency interactions; satisfaction at 67% but only 58% trust.”
— APSC Trust and Satisfaction Survey 2022-23 · 2023
STUDY
“79% of Australians not engaging with digital government services cite confusion or unawareness as the reason.”
— Publicis Sapient Citizen Index 2025 · 2025
NOTES
Modelled on UK Service Standard
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.