It cannot help but appear good on some mertics
"an increase in transactions completed online; a reduction in in-person contacts with citizens; "
You should always choose metrics you cannot loose on. Such as the above. You walk into a Medicare office and someone meets you at the door and says "go home and do that on line". So, clearly inline transactions will increase, in-person ones will decrease. Most of these transactions are government payout related and overall, they will decrease too as many people will just give up.
Its a difficult to logon, clunky system. It lets you proceed, laboriously, through a process and then says, "oh, no, you need the phone app to do this".
I assume they hope to use it to process CentreLink stuff, a good number of CentreLink people struggle with computers, often change mobile phone numbers (necessary for logon) and generally don't respond to more barriers. But I guess thats the intention.