Enhancing digital government services for carers, people with disability, and culturally diverse people

Brief

We worked with Services Australia, embedded in the Strategy and Architecture Design Branch, to conceptualise new digital service platforms as part of the Welfare Payment Infrastructure Transformation Program.

We designed digital service platforms that would simultaneously support Australians with diverse needs – including vulnerable cohorts, like carers, people with disability, people with culturally and linguistically diverse backgrounds, Aboriginal and Torres Strait Islander people, and veterans.

Challenge

The challenge was designing a digital platform that could securely and reliably service the needs of people with diverse needs.

The platform, which is (now live) used by millions of Australians, needed to meet the needs of a diverse group of varying people, including some of Australia’s most vulnerable cohorts.

Close and deep understanding of the cultural challenges and needs of users was essential throughout this work.

Solution

The digital services platform we designed needed to be repeatable, secure, and robust, while tailoring to the needs of the users.

As the platform – what became the redesigned myGov – evolved, we designed it to:

• reuse architecture from across government

• target and tailor content and services to the needs of the user

• support complex access arrangements – ie family, carer relationships.

Outcomes

• The ‘Social Service Delivery Concept’ imagined a tailored, bespoke platform for Services Australia – reimagining myGov services.

• Our concept informed ‘myGov blue’ – the new myGov platform – which makes access to government services in a single place possible.