Transforming Australia’s Key Platform for Accessing Government Services

The Challenge

myGov operated on aging legacy technology and no longer met customer needs or kept pace with comparable platforms across the world.

As the primary digital access point for government services, myGov needed a significant technology refresh and transformation to make it simpler for customers to access services.

We were asked to provide strategic support to uplift the myGov platform and operations.

The Solution

Developed the Second Pass Business Case to secure funding, with a clear scope, architecture and implementation plan for the $200m+ program.

Implemented a sourcing strategy by establishing a systems integration panel and procured a Digital Experience Platform which included scoping, requirements, negotiations and successful transition in for vendor services.

Mobilised the program, including establishing resources for both the platform delivery and the mobile app teams.

Led the strategy plan and execution, stakeholder engagement and governance of the transition-in and go-live for both the myGov platform and the myGov app.

Led the strategy, design and development of the myGov operating model and of whole-of-government engagement.

The Impact

The client successfully released the enhanced myGov platform and myGov app on time and on budget.

These platforms improved the lives of millions of Australians by making it easier to access government services reliably and securely.