Digital Transformation Strategy 2018—2025

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What’s going to change when you experience the death of a loved one?

Paul’s wife Jane passed away due to illness. Paul is struggling to cope with the loss and the administrative burden that has come with it.

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Transcript: What’s going to change when you experience the death of a loved one?

[TITLE] What’s going to change when you experience the death of a loved one

On screen: Dealing with the death of a loved one in 2018.

Narrator: Dealing with the death of a loved one in 2018.

On screen: Illustration of Paul thinking of wife.

Narrator: Paul has recently lost his wife.

On screen: Illustration of Paul talking to a nurse at the hospital.

Narrator: The hospital tells him that he needs to fill in paperwork to get a death certificate.

On screen: Illustration of Paul and his son handing the funeral director the paperwork.

Narrator: The funeral director says he is able to lodge the paperwork on his behalf with Births, Deaths and Marriages.

On screen: Illustration of Paul looking overwhelmed next to funeral director.

Narrator: Paul feels overwhelmed and is glad that the funeral director is able to help.

On screen: Close up of hand putting letter into drawer.

Narrator: The death certificate arrives in the mail. He doesn’t want to think about it and puts it away.

On screen: Illustration of several characters in line at a government shopfront with Paul holding the letter.

Narrator: Every time he has to deal with government agencies he is asked to provide the death certificate.

On screen: Illustration of Paul thinking about his wife.

Narrator: Each time this happens it reminds him of his loss.

On screen: Illustration of Paul looking stressed with bills to pay on the table.

Narrator: He is struggling to pay his bills and deal with the unexpected funeral costs.

On screen: Dealing with the death of a loved one in 2025

Narrator: Dealing with the death of a loved one in 2025

On screen: Illustration of Paul completing a form on a tablet computer with a nurse at the hospital.

Narrator: The hospital helps Paul complete the form for the death certificate and sends the information directly to the Births, Deaths and Marriages.

On screen: Illustration of Paul at his computer receiving a myGov notification that says his digital Certificate of Death is available.

Narrator: Paul receives a digital version of the death certificate in his myGov account.

On screen: Logos for NSW Registry of Births, Deaths and Marriages, Centrelink, and Medicare appear, representing who Paul has consented to be shared the death certificate.

Narrator: When he is ready, he can nominate which government and non-government organisations he would like to share it with and provides his consent to do this.

On screen: Illustration of Paul at his computer looking relieved.

Narrator: and is confident he does not heed to do anything more.

On screen: Illustration of Paul at his computer receiving a myGov notification that says he may be eligible for financial support and to sign into his myGov account for more information. Icons for myGov and a tick appears.

Narrator: Paul receives a message that he may be eligible for financial support. He logs on to myGov, adds some details and has the support payment confirmed.

On screen: Illustration of Paul.

Narrator: Paul is advised of counselling and support services in his area, and is linked to relevant financial planning services.

On screen: Illustration of Paul sitting down with a cat in his lap looking happier.

Narrator: Now that he has completed the administration he feels like he can focus on his well-being.

Paul and Jane had recently retired and moved into a smaller home by the coast. The couple were receiving Age Pension from Centrelink as well as superannuation payments.

The couple knew they needed to start preparing to make sure they put their finances and funeral arrangements in order. They were putting off these conversations and had not started the process.

Paul spends a lot of time interacting with the funeral director and government agencies. He feels like he hasn’t had the time to process what has happened.

Dealing with the death of a loved one in 2018

Paul is still coming to terms with the loss of his wife. The hospital informs him that he needs to fill in paperwork to receive the medical certificate on cause of death.

Paul and his son go to the funeral director to make arrangements for the funeral. The director informs them that he can lodge the death registration form with the state Births, Deaths and Marriages authority. Paul feels overwhelmed with all the decisions required for the funeral and is glad that the director is able to handle this.

Paul receives the death certificate in the mail. He doesn’t want to think about it at the time and puts it away.

Government agencies ask him to provide the death certificate as proof of death multiple times in his dealings with them. Each time this happens he feels like he is reliving the trauma of losing Jane.

Paul is now solely in charge of the property and finances. He is struggling to manage as Jane used to do most of this. The unexpected financial burden of the funeral has put Paul under short-term financial strain.

Dealing with the death of a loved one in 2025

Paul is at the hospital filling in the paperwork for the death certificate. The hospital staff inform him that they can send the information directly to the state Births, Deaths and Marriages authority.

Shortly after, Paul receives a digital version of the death certificate in his myGov account. When he is ready, he can nominate which government and non-government organisations he would like to share it with.

The funeral director helps Paul work through some of the decisions he needs to make. He reminds him that he can notify organisations of his wife’s death through his myGov account.

Paul receives a message that he may be eligible for some financial support. He logs on to myGov, adds some details and has a payment confirmed.

When he is online, he is able to see a summary of the government agencies and third parties that have been notified. He is confident he does not need to do anything more.

Paul is directed to counselling and support services in his area. He is linked to relevant financial planning services. Now that he has completed the administration he feels like he can focus on his well-being and work through his grief.