DTA hires McKinsey and Deloitte for myGov successor GovDXP

03 May 2020 Consultancy.com.au

The Digital Transformation Agency (DTA) has selected McKinsey & Company and Deloitte Consulting to help with the development of its latest myGov update.

The myGov digital service (myGov) was launched seven years ago to provide Australian citizens with an online self-service portal for government services. With a few finger taps, citizens can organise their needs on topics such as job search, tax, child support and healthcare.

According to the latest statistics from the federal government, more than 15 million people have a myGov account, with over 170,000 people on average using the platform each day.

As part of its continuous improvement cycle for myGov, the Digital Transformation Agency is planning on launching a new “digital experience platform”, branded as GovDXP, with the aim of providing a smoother and more cohesive digital service. The platform’s design is inspired by the experience offered by popular social media platforms such as Facebook and Instagram. 

DTA hires McKinsey and Deloitte for myGov successor GovDXP

The move builds on DTA’s ambition to build a one-stop-shop offering, while catering to the needs of increasingly demanding online users. In a blog post, DTA acknowledged that “large, customer service-focused companies have modernised and transformed their digital experience” in recent years. And now, “Australians expect a similar experience from the government.” 

GovDXP will work alongside the existing myGov platform, and will “offer simple, smart and personalised government information and services across portfolios and jurisdictions and will integrate these around the events people experience in their life, such as having a baby or experiencing a natural disaster,” the DTA said in a statement. 

“These enhancements will enable a more effective model for government to deliver the information and services people and businesses need, in a way that works for them.” Eventually, once GovDXP has grown its maturity to operate stand-alone, the government digital experience platform will replace the current myGov portal. 

Consulting expertise

As part of the GovDXP’s roll-out, the DTA has selected strategy consultancy McKinsey & Company to develop a business case for GovDXP. The three month $1 million engagement kicked off last week and runs until the 10th of July. The consulting arm of Deloitte has been tapped to design and build a prototype for GovDXP in a 90-day sprint. The contract with the Big Four firm is also worth around $1 million.

Deloitte Consulting is one of the top providers of consultancy services to the Australian government. In the 2018/19 reporting year, the firm won nearly $200 million worth of tenders at government entities. McKinsey meanwhile was recently hired by the federal government with KPMG to support the design of its new Services Australia department. 

The Digital Transformation Agency is also on the hunt for a technology consultancy that can build the platform based on the prototype. A bidding process is currently underway, with the winning consulting firm expected to be announced in the coming weeks. 

The revelation of the new GovDXP development comes shortly after myGov received widespread criticism for not being able to handle the pressure at a critical time. In the wake of the job losses due to the Covid-19 pandemic, a record number of people attempted to register with Centrelink, and myGov faltered under the surge in demand.


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