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From November, the service will be called “myID” after an audit found users kept mixing it up with myGov.
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ATO announces myGovID revamp to end user confusion
23 September 2024
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The Tax Office will change myGovID’s name to “myID” in a bid to end confusion between the government identity app and online services portal myGov.
The ATO said the change to myGovID would occur in mid-November and that existing users would not need to set up a new account or do anything differently.
“Existing users will not need to set up a new myID,” it said in a statement on Friday.
“Login details and the user’s identity strength level set up in myGovID will stay the same and users can continue to use the app in the same way to securely access participating government online services.”
The ATO said myGovID was used by over 13 million people to verify their identity when accessing more than 150 government services online for business and personal matters.
The name change comes over three years since its launch in March 2020, replacing the AUSkey login system.
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A myGovID is required to access ATO online services, access manager and the Australian Business Register.
It is also used in the new client-agent linking process, which puts the onus on clients to link their myGovID app to their ABN to nominate their agent.
The ATO said it was prompted to revamp myGovID following a user audit report last year.
The report found “several pain points” with the ATO-run service as well as confusion between myGov and myGovID.
“The similarities in branding between myGov and myGovID cause confusion,” it said.
“People have told the audit that navigating between the services is ‘too difficult to understand’, the process is ‘circular’ and ‘self-referencing’, and the overall usability is ‘dreadful’.”
In addition to recommending a rebrand of myGovID to “make a clearer distinction from myGov”, the report also urged the ATO to simplify the process of setting up and using myGovID by allowing personal details to be entered once and reused for multiple identity documents.
It also said it should be easier for individuals to set up a myGovID when their names did not match across documents and that the ATO should ensure users did not get stuck when they encountered errors.
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