Deloitte selected as systems integrator for GovDXP platform

02 March 2021 4 min. read
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Deloitte has been named as one of three system integrators for the next phase of the government’s myGov successor GovDXP, pushing the firm’s total consulting bill so far to around $35 million.

Big Four professional services giant Deloitte has commenced work on the latest phase of the government’s updated myGov platform, appointed by Services Australia alongside two other unnamed companies for systems integration. Branded GovDXP and inspired by big tech and social media, the government hopes the new platform will lead to greater engagement, serving as a one-stop shop with features such as a dashboard and profile and links to services and forms.

“The Services Australia strategy shows digital services are fragmented and difficult to use,” the Digital Transformation Agency stated in its original systems intergrator call-out early last year. “There is no single platform where customers can access services and information relevant to their needs. Enhancements to myGov 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.”

DTA hires McKinsey and Deloitte for myGov successor GovDXP

A veritable cash cow for consultants, Deloitte Digital has so far provided services for the Digital Transformation Agency and Services Australia across each of the project’s stages, to date netting around $35 million over the past year or so alone. Originally drafted in for a 90-day design and prototyping sprint worth $1 million, the firm was then tapped to built a beta model – a $10 million contract which ultimately tripled in size. The latest contract is believed to be worth $4.6 million over six months.

“Deloitte Digital is one of a number of vendors which will be engaged from a System Integrator Panel,” a Service Australia spokesperson confirmed, although its not clear exactly why the award was published on AusTender under a broad “IT services” tag without reference to the GovDXP project. The spokesperson added that details on the two further panellists would be published in due course, once “all aspects of the procurement process are completed”.

The group of preferred suppliers will be responsible for integration on what has been dubbed ‘horizon two’ of the project, with GovDXP set to sit atop of the eight year-old existing myGov site before its eventually replaced. Customers have had access to the current beta for a limited set of government services since late last year, with the option to provide feedback on the new platform which has been developed with Netflix and a “recommended for you” user experience in mind.

“This platform will collect services, apps and other customer experience capabilities to give users everything they need,” the Digital Transformation Agency said in a post last year. “This will operate on a ‘Netflix’ model, providing users with what they need to do next based on their previous interactions with government services – similar to Netflix’s ‘recommended for you’.”

The DTA has also spoken of life event mapping, integrating services “around the events that people experience” in their life.

Aside from the system integration contracts, the hunt is also now on for service providers to deliver core customer experience (CX) capabilities for the GovDXP platform, split across content management, experience delivery, and data analytics – the latter which will include granting agencies the ability to “access customer session replays of digital service transitions”. Expressions of interest are open until early March, with bidders able to apply for whole or partial bundles.

The government’s consultancy spend on the contemporary GovDXP platform has so far exceeded $40 million, with expectations it will rise far higher over time. Together with Deloitte, global management consulting powerhouse McKinsey & Company has been one beneficiary, pocketing $1 million to provide a business case for the project, along with Australian-founded international consultancy Nous Group, which was tasked with providing support and advisory on its second stage.