The federal government has handed Deloitte a contract worth $4.5 million for further work on the new myGov platform, bringing the consulting giant’s total bill for the project to nearly $35 million over just 18 months.
The government has also gone to the market for vendors to work on the next stage of the project, which will involve the integration of “core customer experience capabilities” into the new myGov platform.
The Digital Transformation Agency (DTA) has led the project to develop a new version of myGov, to initially run alongside the existing platform before eventually replacing it.
Deloitte has been the key contractor on the project since early 2020, after first being awarded a near-$1 million contract to build a prototype as part of a ‘90-day sprint’.
The company was then awarded a $9.5 million contract to turn this into a working beta, which was launched publicly late this year. The cost of this contract has since blown out to $28.1 million.
In November last year Services Australia handed Deloitte a further $1.2 million to continue its work until the end of 2020.
The department has now handed Deloitte another contract to continue its work on the new myGov platform, this time worth $4.61 million over six months.
Listed only as being for “information technology services, a spokesperson for Services Australia confirmed the work relates to the new myGov platform, with Deloitte selected as part of the new Systems Integrator Panel.
“Services Australia is leading the technology work on sustaining the current myGov system and developing the enhanced myGov beta. Deloitte Digital is one of a number of vendors which will be engaged from a Systems Integrator Panel, which was established in late 2020, to provide technical resources to support this work and the ongoing COVID response implementation to work within myGov,” a Services Australia spokesperson told InnovationAus.
Deloitte has now worked on all three stages of the myGov project. Most of the consultancy’s work last year was on the creation of the beta platform, which included personalised contact, a web-based myGov inbox, opt-in notifications and login access to myGov. Users have been able to access the beta by choice since late last year.
The final stage of work will see the beta platform fully developed, including a dashboard, profile, inbox and forms.
Once fully functional, this new platform will offer a user experience more in line with social media giants and other tech companies such as Netflix.
“This platform will collect services, apps and other customer experience capabilities to give users everything they need. 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 to you’,” the DTA said last year.
Services Australia posted a new request for expressions of interest last week for private contractors to work on this stage of the program. Vendors will be asked to “provide suitable software capabilities to enable any of the prescribed bundles of the core customer experience capabilities”.
These capabilities are content management, experience delivery and experience analytics. They include the personalisation of the customer experience on the new myGov, and the collection of data and analysing of this information.
The REOI closes on 3 march, with a product verification exercise to be required as part of the second stage of the procurement.
Along with Deloitte, a number of other contractors have been brought in to assist with the project. Fellow consultancy Nous has been paid just over $1 million for advice and support on the second stage of the project, while McKinsey scored $1 million to develop a business case for the work.
Law firm King and Wood Mallesons will be paid $1.75 million to provide legal services, while Maddocks will also be paid $100,000 in legal fees.
Proximity Advisory Services was also brought in to provide probity advice on a $100,000 contract.
Total contractor costs for work on the project over 18 months are at more than $40 million for the myGov beta.
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