The Department of Health and Aged Care has awarded digital consultants Liquid Interactive a $4.9 million extension on their contract to “operate and enhance” the My Aged Care website.
The move takes the 2.5-year contract to an overall value of $18.3 million.
Queensland-based Liquid Interactive, founded and Chaired by Michael Burke, was first contracted by the Government in December 2022 for the work, and the contract has since been extended 11 times.
“Frustration and confusion”
My Aged Care has been plagued with problems in recent years. Of My Aged Care website users surveyed, only 56% said they were “satisfied” with the website in 2023-24.
The Inspector-General of Aged Care’s review of the implementation of the recommendations of the Royal Commission said the office “consistently” hears My Aged Care is still too difficult for most people to navigate.
“Stakeholders have expressed frustration and confusion about My Aged Care, particularly the website,” the review said.
Even users “with professional backgrounds and relatively sophisticated information technology skills” spoke of struggles navigating the site.
“The Office was told that the system is ‘a nightmare’ for people with lower computer competency” with consumers “increasingly” turning to "paid navigators” to help them use My Aged Care, the review said.
Acting Inspector-General of Aged Care Ian Yates AM announced the office's first statutory review will look into My Aged Care with the aim of highlighting “access issues” and a view to driving further changes in line with the royal commission’s recommendations. Submissions closed in June.
In addition, a recent assessment of the Care Finder Program found My Aged Care data was often inaccurate.
The Department of Health and Aged Care did not respond to our questions about the contract extension.