myGov User Audit
The Minister for Government Services, the Hon Bill Shorten MP, announced an independent User Audit of myGov in September 2022.
A panel of independent experts looked at how well myGov is performing for Australians when it comes to reliability, functionality and delivering a user-friendly experience.
User Audit report
In January 2023, the Panel delivered the myGov User Audit report. The report is set out in 2 parts.
Report summary
Volume 1
Volume 1 details the panel’s 10 findings on the current and future state of myGov, and 10 recommendations to government to fulfil myGov’s potential.
Volume 2
Volume 2 of the report contains a detailed analysis across user experience, functions and performance of myGov, the potential future state for myGov to meet the needs and expectations of Australians, and potential actions to get there.
- Volume 2 (PDF) Detailed analysis of the myGov User Audit
- Volume 2 (DOCX) Detailed analysis of the myGov User Audit
- Volume 2 – Attachment A (PDF) Boston Consulting Group international analysis
- Volume 2 – Attachment A (DOCX) Boston Consulting Group international analysis
- Volume 2 – Attachment B (PDF) Synthesis of consultation and engagement
- Volume 2 – Attachment B (DOCX) Synthesis of consultation and engagement
Response to the User Audit report
In December 2023, the Government released its response to the myGov User Audit report.
After careful consideration, the Government has agreed or agreed-in-principle to 9 of the 10 recommendations, agreeing that addressing these systemic issues will unlock the value of government policies and simplify government services.
The Government notes one recommendation but agrees to more discovery work in order to address this recommendation.
This response commits to action and progress towards addressing each recommendation to build trust in government services and make interacting with government simple, connected and secure.