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Exploring opportunities within your agency
The benefits of Digital ID are being realised in practice as agencies implement a solution tailored to their unique needs. The following case studies illustrate how government agencies are leveraging Digital ID to overcome challenges and enhance service delivery.
Case study 1: Sharing less is more convenient and secure
Digital ID saves time and is more secure
The ability to apply for a Tax File Number (TFN) online and receive it immediately using myID launched in August 2021. The manual process can take up to 28 days and involves filling out paper forms, attaching certified copies of identity documents and lodging them at a post office, a Services Australia centre or by mail.
Benefits for users
- By comparison, applying for a TFN online using Digital ID saves time, effort and once verified the TFN is received almost instantly. This also means that the individual has not created, had certified and mailed copies of their identity documents, reducing their risk of identity theft or fraud.
Benefits for the ATO
- By using Digital ID, the agency saves time and efforts through automating the ID verification process and streamlining the approvals.
Case study 2: Anywhere, anytime
Interact online anytime without needing to travel
Digital ID streamlines access to services and systems. The new Australian Maritime Safety Authority (AMSA) ‘myAMSA’ portal incorporates myID for secure online ID verification, modernising the application process for near coastal seafarers.
Previously, seafarers were required to lodge a certificate of competency application and provide 100 points of ID at a participating AMSA contracted Australia Post Office. This means traveling to a Post Office whilst carrying their 100 points of ID documentation taking on average, 75 minutes.
Benefits for your users
- Identity verification checks can be challenging for rural and remote users. Use of Digital ID will reduce travel time, costs and improve the accessibility of the service.
- Services are often accessed by users with caring responsibilities. With Digital ID they are no longer required to organise transport or alternative caring arrangements for the cared-for whilst they complete their task.
Benefits for your agency
- Using Digital ID in the myAMSA portal makes this process almost instant and does not require the collection of identity documentation if Digital ID is already setup.
Case study 3: Reducing fraud
Digital ID helps reduce fraud in myGov
Millions of Australians use myGov to access government online services. Instead of needing different access for different agencies, myGov offers a front door for participating Commonwealth government services, making it simpler and easier to manage. Through phishing scams and third party breaches, username and password access was no longer adequate security. Significantly reducing the risk of fraud, myGov integrated Digital ID in August 2021 and strongly encourages its users to adopt it.
Using Digital ID to access myGov is being shown to reduce fraud with a significant reduction in compromised identities for those using Digital ID. Third party fraud instances have been reduced to zero for users with a strong (IP3) Digital ID. In addition to stronger fraud protection, using Digital ID also means faster responses to suspected fraud, with any fraudulent activity being acted on within an hour.
Benefits for your users
- Simplifying portals or accounts, reducing the number of usernames, passwords and multifactor authentication required.
Benefits for your agency
- Strong Digital IDs significantly improves the resilience of your service or system from fraud. It also reduces the instances of attack on systems and services that are often targeted by fraudulent activity.
- Using Digital ID helps meet your Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) requirements.
Case Study 4: Business Authorisation
Digital ID and Relationship Authorisation Manager (RAM) Authorised Access
Many government services require individuals to act on behalf of a business or organisation, such as company directors, authorised representatives, or delegated staff. Traditionally, proving both who someone is and that they are authorised has required manual checks, document handling, and agency‑specific processes.
By using Digital ID together with Relationship Authorisation Manager (RAM), agencies can verify an individual’s identity and confirm their authority to act on behalf of a business in a single, digital flow. This is done without collecting or storing additional identity documents.
As services increasingly move online, the ability to securely support “acting on behalf of” scenarios becomes critical. Digital ID, combined with RAM, enables agencies to deliver services that are easier to use, more secure, and consistent across government.
Benefits for users
- Users can prove who they are and who they represent in one interaction, without repeatedly submitting business or identity documents.
- Authorised representatives can manage and maintain their permissions centrally, reducing confusion about access across different government services.
- Users experience a consistent and familiar journey when acting on behalf of a business across participating agencies, reducing time and effort.
Benefits for your agency
- Reduces manual processing and verification of business authorisations, improving efficiency and auditability.
- Provides higher confidence that the person accessing a service is both the correct individual and the correct authorised person.
- Minimises the need to design and maintain agency specific authorisation solutions by leveraging an existing whole of government capability.
- Improves fraud resilience by ensuring delegated access is based on verified identity and recorded authorisations.
