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. The user audit will help inform future improvements to myGov.
A summary of the report is available, with the full reports and attachments available to download below.
The report is set out in 2 parts. 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 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.
Detailed analysis has focused on delivering intuitive, tailored services through myGov. This ensures no one is left behind in a digital service delivery and keeping people and their information safe.
- 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
The government will have a full response to the report and recommendations later this year.