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The Digital Transformation Agency (DTA) has selected McKinsey & Company and Deloitte Consulting to help develop its latest myGov update.
MyGov Digital Service (myGov) was launched seven years ago to provide Australian citizens with an online self-service portal for government services. Citizens can organize their needs by topics such as job search, taxes, child support and health care with a few taps of a finger.
According to the latest federal government statistics, more than 15 million people have a myGov account, with an average of more than 170,000 people using the platform daily.
As part of its continuous improvement cycle for myGov, the Digital Transformation Agency plans to launch a new ‘digital experience platform’, branded GovDXP, to deliver a more seamless and cohesive digital service. The design of the platform is inspired by the experiences offered by popular social media platforms such as Facebook and Instagram.
This step builds on DTA’s ambition to build a one-stop offer while meeting the needs of increasingly demanding online users. In a blog post, the DTA acknowledged that “large customer service companies have modernized and transformed their digital experiences in recent years.” And now: “Australians expect a similar experience from government.”
GovDXP will work with the existing myGov platform and will “offer simple, smart and personalized government information and services across portfolios and jurisdictions and integrate them with events that people experience in their lives, such as the birth of a child or a natural disaster,” the DTA said in declaration.
“These improvements will enable the government to deliver a more efficient model of delivering the information and services that people and businesses need in a way that works for them.” Ultimately, once GovDXP reaches standalone operation, the existing myGov portal will be replaced by a government digital platform.
Consulting expertise
As part of the implementation of GovDXP, the DTA selected the strategic consultancy McKinsey & Company develop a business case for GovDXP. The three-month, $1 million engagement began last week and runs through July 10. Consulting branch of Deloitte was used to design and build a prototype for GovDXP in a 90-day sprint. The contract with the big four is also worth around $1 million.
Deloitte Consulting is one of the leading providers of advisory services to the Australian Government. In the 2018/19 reporting year, the firm won tenders worth almost $200 million with government entities. McKinsey, meanwhile, was recently hired by the federal government at KPMG to support the proposal of its new Services Australia department.
The digital transformation agency is also looking for a technology consultancy to build a prototype-based platform. A selection process is currently underway with the winning consulting firm it is expected to be announced in the coming weeks.
The unveiling of GovDXP’s new development comes shortly after myGov received widespread criticism for not being able to handle pressure at a critical time. In the wake of job losses due to the Covid-19 pandemic, record numbers of people have tried to register with Centrelink and myGov has faltered under the onslaught of demand.
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