Mandatory behavioural-insights review for new service design over $5M. BETA expanded to hub-and-spoke model with embedded behavioural scientists in each service-delivery agency.
CATEGORIES
ORGANISATIONS
INTL-EXAMPLE
“Behavioural Insights Team trials in UK government — median impact of well-designed nudges on service take-up in the 5-15% range; median cost recovered within 12 months.”
— Harvard Kennedy School + Behavioural Insights Team · 2023
STUDY
“BETA (Behavioural Economics Team of the Australian Government) demonstrated comparable effects in trials but limited reach across APS.”
— PM&C BETA Annual Reports · 2024
STUDY
“NSW Behavioural Insights Unit — strong measured impact across multiple service-design trials.”
— NSW Behavioural Insights Unit Annual Report · 2024
NOTES
Methodology proven; needs scale and default-on positioning
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.