Digital Performance Standard

The Digital Performance Standard is part of a suite of standards and guidance under the Digital Experience Policy. The Digital Experience Policy supports a whole-of-government focus on improving the experience for people and business interacting digitally with government information and services. The Digital Experience Policy includes a suite of standards and guidance that supports agencies to deliver cohesive and consistent digital experiences, including the Digital Service Standard, the Digital Inclusion Standard and the Digital Access Standard.

The Digital Performance Standard builds on Digital Service Standard Criteria 9 – Monitor your service. It establishes requirements for monitoring and centrally reporting the performance of government digital services. In doing so, it supports the Data and Digital Government Strategy’s mission to put people and business at the centre of government digital services. 

The Digital Performance Standard will be integrated into the Digital and ICT Investment Oversight Framework (IOF) at each stage of the project lifecycle. This makes sure government’s ICT investments are delivering the benefits stated to the public by providing improved digital experiences.

The Digital Transformation Agency (DTA) will regularly review the Digital Performance Standard as government service delivery and digital services mature. Improvements will be made in line with agency application and feedback.

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[Text on screen: Digital Performance Standard]

The Digital Experience Policy mandates 4 standards to put people and business at the center of government through our digital services. The Digital Performance Standard is one of them. When we design and deliver digital services, it is crucial that we measure and improve how they perform by meeting the Standard's 5 criteria.

[Text on screen: It is crucial to measure and improve performance by meeting the standard's 5 criteria.]

1. Plan how you will capture, maintain and report on monitoring data for your service.
2. Understand if your service delivers a reliable and uninterrupted experience. 
3. Measure whether it's effective and working well. 
4. Understand if it's meeting and fulfilling your users' needs. 
5. Use your data to provide meaningful insights that improve your service.

[Text on the screen: Digital Performance Standard criteria:

• Implement a monitoring framework
• Measure the availability of your digital service
• Measure the success of your digital service
• Understand if your digital service meets customer needs
• Analyse and report your digital performance.]

As the Australian Government continuously improves its digital services, these criteria ensure we measure and improve on outcomes that matter to the people who use them.

[Image and text on screen: The following text appears on a map of Australia, 'We measure and improve on outcomes that matter to the people who use them.']

So, ready to design, deliver and set the standard? Search 'Digital Performance Standard' on digital.gov.au.

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