Driven by a commitment to providing Australians with access to convenient and cost effective services, the Service Delivery Reform programme (SDR) was announced in 2009. This AUD $1.25 billion programme included transforming the delivery of government social welfare services and integrating three large, separate service agencies into the Department of Human Services (the department).

In 2012, the department also assumed responsibility for developing a single, secure government digital service (myGov) to improve Australians access to online services. By 2015, the department had successfully integrated and achieved significant outcomes for government and Australians:
 

• From 570 fragmented shopfronts to integrated service delivery through 380 shopfronts and a flexible, multi-skilled workforce.
   
• A network of Community Engagement Officers and mobile service centres providing whole-of-government "assisted" service delivery to customers who may have difficulty accessing government services.
   
• From multiple, unconnected agency digital services to myGov with over 7 million active accounts and 130,000 sign-ins each day connecting Australians to nine government services; and
   
• From less than 15% of people doing online transactions in 2010 to over 50% in 2015.