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Untangling the govt digital service hairball

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The SMH published an article over the weekend that included some observations from the new Minister for Government Services Bill Shorten on his recent poor experiences using MyGov.

This caused to reflect on government’s delivery of online services and how progress has waxed and waned over time. At the end of the day, myGov was envisaged as being the government’s primary service delivery site, allowing “people to carry out transactions with government in one place with a single login”.

Since 2016, the Digital Transformation Agency (DTA) has been the business owner responsible for governance, strategy, policy and user experience of MyGov. Services Australia also shares some responsibilities for myGov, and in recent times has seen these expand.

However, the Australian government’s agenda for delivery of services via the internet can be traced back to the pronouncement by the Howard government in 1997 that it would make “all appropriate services available online via the Internet by 2001“.

While that was never achieved, it’s always useful to have a target and a timeframe.

You can read the full article here.


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