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Digital Experience Policy, Digital Inclusion Standard, Digital Access Standard, Digital Performance Standard phase 1

• Digital Inclusion Standard – New public-facing and staff-facing services
• Digital Access Standard – New and/or replacement digital services for individuals suitable for myGov
• Digital Performance Standard – New and replacement public-facing services
• Digital Experience Policy all services

Digital Service Standard phase 2

• Existing public-facing services

Digital Inclusion Standard, Digital Access standard, phase 2

• Digital Inclusion Standard – Existing public-facing services
• Digital Access Standard – All other public-facing services for individuals as well those for businesses and providers.

The timeline image shows four stages of implementation for the Digital Experience Policy based on date.

Stage 1 is 1 July 2024: Digital Service Standard phase 1:

• New public-facing and staff-facing services.

Stage 2 is 1 January 2025: Digital Experience Policy, Digital Inclusion Standard, Digital Access Standard, and the Digital Performance Standard phase 1:

• Digital Inclusion Standard – new public-facing and staff-facing services
• Digital Access Standard – new and/or replacement digital services for individuals suitable for myGov
• Digital Performance Standard – new and replacement public-facing services
• Digital Experience Policy – all services.

Stage 3 is 1 July 2025:  Digital Service Standard phase 2:

• Existing public-facing services.

Stage 4 is 1 January 2026: Digital Inclusion Standard, Digital Access Standard phase 2:

• Digital Inclusion Standard – existing public-facing services
• Digital Access Standard – all other public-facing services for individuals as well as those for businesses and providers.

myGov Platform Capability and Functions Overview

myGov capability: explore

• content
• deep linking
• search
• global messaging
• alerts
• digital assistant

User experience

• Service discovery: In myGov, people can discover and view content from across government, helping them to find and understand the services that are relevant to their needs.
• Search: People can search for information directly when they know what it is they are looking for.
• Digital Assistant: People can seek assistance and search for information across myGov with the help of the Digital Assistant.

myGov capability: access and connection

• myGov credentials
• device biometrics
• link/unlink service
• single sign in and sign out

User experience

• Security and sign-in: People can authenticate themselves and securely sign into myGov and connected online government services through a single sign-in experience with a 
  range of sign-in settings to best suit them.
• Manage myGov account: People have control over their preferred security and notification settings, connected devices and recovery of their myGov accounts.
• Connected services: People can link and gain access to digital government services through myGov, including by proving who they are with a Digital ID.
• Digital ID: You can use your Digital ID to create and sign into your myGov account.

myGov capability: manage and share

• myGov profile
• consent management
• update contact details
• document upload
• Analytics
• Audit logging

User experience

• myGov Profile: Data that people choose to share with government, such as legal name and contact details, is captured within the myGov Profile, which subject to privacy and legislation, could be used to support more tailored interactions.
• Update your details: People can choose to update their contact details in myGov and share this with selected government services
• Document upload: Allows people to securely upload and share documents with selected service.

myGov capability: communicate

• myGov Inbox
• Notifications (Email, SMS, Push and Web) 

User experience

• Messaging: People receive secure communications from connected agencies through one centralised inbox, allowing them to interact with a message and download attachments to complete obligations.
• Notifications: Notifications alert people to important information and provide a fast and secure avenue to everything they need, reducing the disjointed experiences people have when communicating with Government.

myGov capability: interact and transact

• myGov homepage 
• payments view
• claims tracker
• digital wallet
• verifiable credentials
• credential scanner
• document execution
• life event support, such as birth of a child task

User experience

• Common capabilities: Whole-of-government capabilities (i.e. Payments) in myGov bring together information from multiple services for people in one place, providing a more seamless experience when managing interactions across government or experiencing significant life events.
• Digital wallet: Gives people the ability to securely store information digitally and access this information quickly and simply, reducing the need to carry physical cards/documents.
• Digital statutory declarations: Allows people to complete Commonwealth 
  Statutory Declarations through myGov using a Digital Identity, replacing in-person witnessing requirements.
• Life event support: People can easily discover relevant content with direct links to services or complete transactions within myGov allowing a seamless experience across various life events.

myGov capability: support

• help text and learning resources
• myGov helpdesk 
• digital assistant
• myGov short survey

User experience

• Support beyond the digital channel: myGov Helpdesk and face-to face staff provide support for myGov enquiries and help people where there are barriers to using the digital channel. 
• Promoting digital literacy: Help text, the Digital Assistant and various other resources are available to educate and support people to use myGov.
• Continuous improvement: People are encouraged to record feedback and their experience is captured through page polling and survey tools.

Enabling services (across all myGov capabilities)

• Platform Operations and ICT Delivery: Manages the digital delivery and operation of the myGov Platform (web portal, app and content website) including Agile delivery teams, fraud and cyber monitoring and response capabilities, onboarding digital services and coordination of IT management practices across myGov and partner services.
• Service Delivery and Business Operations: Coordinates and manages business operations for myGov including the myGov Helpdesk, data analysis and reporting, fraud control, investigations and incident management, finance and risk management services.
• Content and Experience Management: Responsible for the development, management and continuous improvement of content and capabilities across the myGov platform as well as customer experience analytics and reporting practices to drive iterative improvement across myGov.
• Partnership Management: Proactively works with partner agencies to support them to integrate and make the most of myGov for their business through regular, clear and two-way communication.
• Strategic Planning and Investment Pipeline: The myGov Strategic Planning & Investment Pipeline will collaborate with agencies identify opportunities across whole-of-government service delivery, develop and co-design ideas, assess their viability and turn them into funding proposals.

Oversight (across all myGov capabilities)

• Coordination, Governance and Oversight: Provides the oversight and strategic direction collaboratively across government to make sure myGov remains aligned with government, future focused and compliant with the legislation, regulation and policy.

Note: this content is a decision tree. The first three steps have two questions. If you answer yes to either question, you progress to the next step. If you answer no to both questions, you may be eligible for an exemption. The fourth step is a yes or no question.

1. The first step is ‘Know your user’. Do your users currently engage with government services via myGov? If yes, continue to the next step. If no, could your users access myGov? If yes, progress to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
2. The second step is ‘Service offering’. Do the capabilities offered by myGov address your service’s needs? Refer to the myGov Platform Capability and Functions overview PDF. If yes, continue to the next step. If no, could your service’s requirements be built into myGov? If yes, continue to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
3. The third step is ‘Limitations’. Is your service free from limitations that could impede the use of myGov? If yes, continue to the next step. If no, can these limitations be overcome? If yes, continue to the next step. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.
4. The fourth and final step is ‘Assess the investment’. Would connecting your service to myGov be cost effective? If yes, you should engage with Services Australia to connect your service to myGov. If no, you may be eligible for an exemption from using myGov. Please refer to the Exemption Guide for more information.