Roadmap of service improvements for individuals - list

This roadmap highlights how a range of agencies across the Australian Government are working to improve the experience that individuals can expect over time. Taking a user-centred approach, we’ve identified 6 user journeys related an individual’s life events, and mapped the experience improvements to 1 or more of these journeys.

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Roadmap themes

We’ve grouped the services and projects in this roadmap into 2 themes. These themes come from the vision of the Digital Transformation Agenda.

The themes are:

  1. personalised information and advice

  2. simplified, streamlined and joined up services

Personalised information and advice

Service developments in this group are delivering:

  • personalisation of life events

  • access to preferred channels

  • push communications

Simplified, streamlined and joined-up services

This group is focussed on connecting and joining up services and exploring the use of 3rd party integrations to streamline service experiences.

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Benefits to user journeys

All projects in the roadmap will have some impact on the experience of individuals using government services. We have identified which experiences will be impacted through user journeys. Each project lists one or more of the following user journeys:

  • Starting a family

  • Getting an education

  • Maintaining health

  • Growing older

  • Supporting yourself

  • Living life

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User experience improvements

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As a veteran, I can interact with a more streamlined process for new claims

Delivery goal

We have improved workflow management allowing more efficient utilisation of internal resources

Planned delivery

Quarter 1, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Improving Processing Systems Program

Owner

Department of Veterans' Affairs

As a student, I can provide information about previous study in my online student claim, so that an allowable study time assessment can be completed

Delivery goal

We will capture specific information about past study so we can more efficiently calculate the length of time a student has been studying

Planned delivery

Quarter 1, 2018

Theme

Personalised information and advice

User journeys benefitted

Getting an education

Initiative

Welfare Payment Infrastructure Transformation (WPIT) Programme - Tranche Two

Owner

Department of Human Services

As a veteran, I can apply for an increase online in the level of compensation I receive due to a worsening accepted condition

Delivery goal

We will expand MyService to provide a tailored claim experience

Planned delivery

Quarter 2, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a veteran or an Australian Defence Force member, I can see whether I have qualifying service at any time

Delivery goal

We will expand MyService to display to registered members their qualifying service status without the member having to apply for recognition

Planned delivery

Quarter 2, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a veteran or Australian Defence Force member, I can access interim financial support when I lodge a claim for a mental health condition via the Department of Veterans’ Affairs online

Delivery goal

We will expand MyService to flag eligible Veterans during the claim process by reusing information we already know

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a visitor, I can visit the Sir John Monash Centre to learn about Australia’s involvement in the first world war

Delivery goal

We have delivered a centre that provides a new experience for visitors to the region

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Sir John Monash Centre, Villers-Bretonneux, France

Owner

Department of Veterans' Affairs

As a patient, I can manage personal details online with the National Cancer Screening Register

Delivery goal

We will develop online forms that will allow program participants to manage their details

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Maintaining health

Initiative

National Cancer Screening Program

Owner

Department of Health

As a veteran, I can lodge an individualised compensation claim with the Department of Veterans’ Affairs online, irrespective of when I served

Delivery goal

We will expand MyService to provide a tailored claims process regardless of when members served

Planned delivery

Quarter 2, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a taxpayer, I can better manage my end of year tax position and reduce surprises

Delivery goal

We will be giving employees an online view of their year to date tax and super information reported each pay day by their employer. Over time this will enable an employee to increase their withholding to prevent end of year tax debts. Progressive employer on-boarding through to July 2020

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Single Touch Payroll

Owner

Australian Taxation Office

As a veteran, I can claim for the Department of Veterans’ Affairs’ education allowance online whether I am a student, Veteran or guardian

Delivery goal

We will expand MyService to accept education allowance claims for eligible students

Planned delivery

Quarter 2, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Getting an education

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a veteran, I can apply for permanent impairment compensation with the Department of Veterans’ Affairs online re-using information that the Department of Veterans’ Affairs already knows about me

Delivery goal

We will expand MyService to provide a tailored claim experience that includes permanent impairment claims

Planned delivery

Quarter 2, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a carer, I will be able to keep my address and caring details up to date as part of the new review

Delivery goal

We will introduce a new review via online and app, but will also provide staff assisted review for customers who need more assistance via a 1800 number

Planned delivery

Quarter 3, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Welfare Recipient Obligations

Owner

Department of Human Services

As a job seeker, I can view and monitor how I am tracking against the Targeted Compliance Framework

Delivery goal

We will support this functionality through the jobactive website and mobile app, allowing job seekers to see how they are tracking against the new compliance targeted framework

Planned delivery

Quarter 3, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life, Supporting yourself

Initiative

Targeted Compliance Framework

Owner

Department of Jobs and Small Business

As a job seeker, I can easily self-record my required data and view job referral tasks that my provider has tasked me to do

Delivery goal

We will enhance the jobactive online channels to provide job seekers the ability to self-record data

Planned delivery

Quarter 3, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life, Supporting yourself

Initiative

Targetted Compliance Framework

Owner

Department of Jobs and Small Business

As a family member, I can successfully complete an online claim, understand any obligations and take action as required without staff support

Delivery goal

We will move the Families Payments online claim suite to a new platform that will enable claimants and/or nominees to have a consistent claiming experience

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Starting a family

Initiative

Welfare Payment Infrastructure Transformation (WPIT) Programme - Tranche Two

Owner

Department of Human Services

As a welfare recipient, I can easily review my return to work situation after I recover from an illness

Delivery goal

We will introduce a staff assisted review to be accessed through a 1800 number

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Growing older, Living life, Starting a family

Initiative

Welfare Recipient Obligations

Owner

Department of Human Services

As a veteran or Australian Defence Force member, I can easily find and understand the information I am looking for and where necessary action tasks on the new Department of Veterans’ Affairs website

Delivery goal

We will deliver a new website in accordance with the Digital Service Standard

Planned delivery

Quarter 3, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Veteran Centric Reform

Owner

Department of Veterans' Affairs

As a job seeker, I can apply for a Tax File Number online

Delivery goal

We will provide an online facility to prove your identity enabling a client to apply for a Tax File Number online, without needing to go into a shopfront. Once a client establishes their digital identity, they can re-use to access other Australian Taxation Office online services

Planned delivery

Quarter 4, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

myGov Identity

Owner

Australian Taxation Office

As an employee, I can easily complete my TFN declaration and Super Choice forms online. This includes presentation of my existing accounts to reduce opening of unnecessary accounts

Delivery goal

We will support employees completing these forms from employer’s software or through ATO Online. This will enable more streamlined and accurate processes and improve visibility of key employee information. i.e. existing superannuation accounts. Optional service dependent employer’s software is ready and if the employer chooses to opt in.

Planned delivery

Quarter 4, 2018

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Single Touch Payroll

Owner

Australian Taxation Office

As a citizen, I can easily provide my past earned income information to the government online

Delivery goal

We will continue to improve user clarity and streamline processes to make it easier for customers to complete their past earned income reviews online

Planned delivery

Quarter 4, 2018

Theme

Personalised information and advice

User journeys benefitted

Living life, Supporting yourself

Initiative

Compliance Improvement and Modernisation

Owner

Department of Human Services

As an employee, I can be assured that my super guarantee entitlement is being met by my employer

Delivery goal

We will be giving employees an online view of their year to date tax and super information reported each pay day by their employer.

This will provide better visibility over super guarantee contributions made by their employers.

Planned delivery

Quarter 2, 2019

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

Single Touch Payroll

Owner

Australian Taxation Office

As a patient, I can easily access my National Cervical Screening Program account

Delivery goal

We will support the use of whole-of-government digital credentials to provide easier access to an interactive online portal where people can find information and manage their participation

Planned delivery

Quarter 2, 2019

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Maintaining health

Initiative

National Cancer Screening Program

Owner

Department of Health

As a citizen, I can pay government using my preferred payment method

Delivery goal

We will provide a platform that simplifies and provides choice for payments from customers to government, delivered to a private Beta

Planned delivery

Quarter 2, 2020

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Whole-of-Government Digital Platforms

Owner

Digital Transformation Agency

As a traveller, I can use the automated arrival clearance gates to enter Australian borders

Delivery goal

We will expand the processing capability of our arrival border clearance gates to include the ability to check the database for all travellers over 16 years of age

Planned delivery

Quarter 2, 2020

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

New Traveller Processing Platform

Owner

Department of Home Affairs

As a traveller, I can provide my incoming passenger details digitally and have it saved for subsequent travel or to link family groups

Delivery goal

We will provide a digital channel for incoming passenger information, making it easier for travellers to enter and re-use existing data

Planned delivery

Quarter 2, 2020

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Seamless Traveller

Owner

Department of Home Affairs

As a traveller, I can cross the border without the need to present my passport

Delivery goal

We will create a biometric identification service to provide the ability for contactless engagement at our borders

Planned delivery

Quarter 2, 2020

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Seamless Traveller

Owner

Department of Home Affairs

As a student, I can undertake NAPLAN testing through an online assessment platform

Delivery goal

We will support the use of an online assessment platform to enable students to undertake NAPLAN testing and processing of the faster result to support student learning

Planned delivery

Quarter 2, 2020

Theme

Personalised information and advice

User journeys benefitted

Getting an education

Initiative

Online National Assessment Platform - development

Owner

Department of Education and Training

As a citizen, I can update or change my personal details with government once

Delivery goal

We will shift from users needing to contact each agency/service individually to having a centralised place to update information that is shared across government, delivered to a private Beta

Planned delivery

Quarter 2, 2020

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Getting an education, Growing older, Living life, Maintaining health, Starting a family, Supporting yourself

Initiative

Whole-of-Government Digital Platforms

Owner

Digital Transformation Agency

As a citizen, I can choose how I receive secure notifications that support and enhance interactions with government through the channels that I choose

Delivery goal

We will give users control of timely government notifications, delivered to a private Beta

Planned delivery

Quarter 2, 2020

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

Whole-of-Government Digital Platforms

Owner

Digital Transformation Agency

As a citizen, I can access the eCensus using a trusted authentication solution provided by another institution

Delivery goal

We will prototype and test the ability for respondents to create and use their own authentication and access to eCensus

Planned delivery

Quarter 3, 2021

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

2021 Census of Population and Housing

Owner

Australian Bureau of Statistics

As a citizen, I will be notified if my eCensus has been completed and received

Delivery goal

We will prototype and test eCensus ‘close out’ options for respondents

Planned delivery

Quarter 3, 2021

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

2021 Census of Population and Housing

Owner

Australian Bureau of Statistics

As a citizen, I can access the eCensus on all devices at least 48 hours prior to Census night

Delivery goal

We will provide access to eCensus on all devices, with access to the eCensus from at least 48 hours prior to Census night 2021

Planned delivery

Quarter 3, 2021

Theme

Personalised information and advice

User journeys benefitted

Living life

Initiative

2021 Census of Population and Housing

Owner

Australian Bureau of Statistics

As a citizen, I can be confident that my eCensus data is safe and secure

Delivery goal

We will deliver a safe and secure eCensus

Planned delivery

Quarter 3, 2021

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

2021 Census of Population and Housing

Owner

Australian Bureau of Statistics

As a citizen, I can easily complete the eCensus through in-form support and contemporary technology

Delivery goal

We will deliver in-form support for eCensus

Planned delivery

Quarter 3, 2021

Theme

Simplified, streamlined & joined up services

User journeys benefitted

Living life

Initiative

2021 Census of Population and Housing

Owner

Australian Bureau of Statistics

Get in touch

If you have any questions you can get in touch with us at strategy@dta.gov.au