Every consultation submission gets tracking ID; every input acknowledged; every closed consultation publishes you-said/we-did mapping. Process design over technology.
STUDY
“Citizens who give feedback have significantly higher overall trust in government institutions; citizens who receive a response from government outlining next steps have higher trust still.”
— PwC Australia Citizen Survey 2022 · 2022
STUDY
“Trust in APS at 58% in 2024; up from 52% in 2022. Increase attributed to expanded consultation channels.”
— APSC State of the Service Report 2024 · 2024
STUDY
“Countries with the largest trust-in-government gains are those with strongest feedback-loop infrastructure.”
— OECD Trust in Government Survey 2024 · 2024
NOTES
Trust-feedback correlation is robust across PwC and OECD findings
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.