myGov, Centrelink, Medicare, ATO, digital ID, online forms, AI in services, data privacy.

Why it matters: Digital is the front door for almost everything; UX failures here become political incidents. Robodebt's lesson that automated decisions need human oversight remains unevenly applied. Identity-doc burden after major data breaches falls hardest on immigrants and First Nations citizens. Tell-us-once is in every digital strategy and still does not exist.

What it looks like across cohorts

Highest-leverage ideas

• myGov tell-us-once: address (medium) — roll out address-change-once across all federal services; phase 2 identity, phase 3 status. (i018)
• Algorithmic decisions register (small) — public register of every Aus Gov AI/automated decision system with risk rating and complaint route. (i019)
• Connectivity for community (medium) — LEO satellite + community Wi-Fi co-funded with anchors at ACCHOs and schools. (i032)
• ImmiAccount UX rebuild (medium) — user-tested rebuild with multilingual support and progress transparency. (i044)
• Departing-Australia super made simple (small) — auto-process DASP with consolidated identification. (i095)
• MyService rebuild (medium) — user-tested rebuild with linked DVA/Defence/Centrelink record. (i056)
• PRODA / NDIS portal rebuild (medium) — co-designed UX rebuild with WCAG-AAA accessibility certification baked into procurement. (i069)
• Children's Code (small) — standard for any service kids use, with auditing and penalty regime. (i082)
• Family digital-identity wallet (small) — wallet for family of digital IDs under one parent profile with consent flow. (i093)

Sources

• Citizen Voice 2025 — Centrelink and Trust sections
• DTA, Australian Government Architecture
• OAIC privacy data
• eSafety Commissioner reports
• Robodebt Royal Commission
• Disability Royal Commission (digital accessibility)