How would you measure the success of Australian Government's myGov digital platform?

Introduction

Measuring the success of the Australian Government's myGov digital platform requires a comprehensive approach that considers multiple stakeholders and diverse user needs. To effectively evaluate this product success metrics problem, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

myGov is a secure online portal that allows Australian citizens to access various government services and information in one place. Key stakeholders include:

1. Australian citizens (users)
2. Government departments and agencies
3. IT and security teams
4. Policy makers and government officials

The user flow typically involves:

1. Registration/login
2. Authentication (often multi-factor)
3. Service selection
4. Task completion (e.g., submitting forms, accessing information)
5. Logout

myGov fits into the broader strategy of digital transformation in government services, aiming to improve efficiency, accessibility, and user experience. Compared to similar platforms in other countries, myGov stands out for its wide range of integrated services but faces challenges in user adoption and system stability.

In terms of product lifecycle, myGov is in the growth/maturity stage, having been launched in 2013 and undergone several iterations and expansions.

Software-specific context:

• Platform: Web-based with mobile responsiveness
• Integration points: Multiple government departments and agencies
• Deployment model: Centralized with distributed access