This follows Labor’s pledge to conduct a user audit of myGov if elected, with the portal “not up to scratch” in Labor leader Anthony Albanese’s view.
“Millions of Australians interact with myGov everyday and rely on it to provide essential services,” Albanese said.
“It’s not up to scratch, and Australians deserve better. That’s why we will review myGov, and make improvements where necessary.”
Labor noted that while myGov has improved over the years, there have been “blindspots and disappointments”.
“None of us should forget the March 2020 crash when there was a surge in demand, and we had Stuart Robert, the disgraced Minister for Government Services, blame invisible hackers,” Shadow Minister for Government Services Bill Shorten said last weekend.
“And then he was found out - it wasn't the hackers, it's just that the Government didn't prepare.”
Labor has also pledged to stop closing Centrelink shopfronts and hire an additional 200 new Services Australia workers.
“This Government has a terrible record on service delivery – Labor will change that,” Shorten said.
So, what’s gone so wrong with myGov?
According to Archer, who was involved with myGov in the early days, the Government had failed to keep improving the platform over the years.
He pointed to poor integration with other government services, meaning that it’s not a smooth transition to hop from the tax office services to Medicare and so forth, as well as other user experience faults.
Archer said part of the problem was relying on private companies to improve the platform, and not having the right skills inside the public sector to keep the platform running smoothly.