Criterion 5. Build trust in design

Criterion 5 – Build trust in design

Making sure the service is useful, easy, inclusive, transparent and stable will build users’ trust and confidence in government.

Your responsibilities

To successfully meet this criterion, agencies will need to:

adopt transparent data handling
implement security measures
maintain a reliable service
be accountable for the service.

When to apply

Apply Criterion 5 throughout Beta to protect users’ digital rights and ensure robust security measures are in place.

As cyber threats become more prevalent and sophisticated, adhere to this criterion across the Service design and delivery process.

Questions for consideration

How are users informed about the collection, use and storage of data?
How will informed consent be obtained from users?
Which encryption and authentication mechanisms will provide the most robust security?
How does the service comply with data protection legislation and policies?
What processes are in place to prevent misinformation?
How is the service built to be resilient against cyber threats?
What assurances are in place to promote ethical use of data?

How to apply criterion 5

Consider privacy, consent and control: Safeguard user data by adhering to the Australian Privacy Principles and the Privacy Act 1988. Always get explicit, informed consent before collecting a user’s data and provide a means to update or delete it. Allow users to report inaccurate data and respond with how it has been rectified. Notify users about their responsibilities to protect their data, such as not sharing their password with others.
Eliminate ambiguity in the user interface: Provide validating feedback and progress tracking as users interact with the service. Design to eliminate the need for error messages in the first place. When creating error messages, make them understandable and actionable. Tell users what information they need before they start a task and, where appropriate, allow them to pause and resume at their own pace.
Secure by design: Use the Information Security Manual, the Essential Eight and other resources from the Australian Cyber Security Centre to thoroughly assess the service’s threats, posture and protections. Plan for the requirements and system hardening that will support the service throughout design, build, operation and decommissioning.
Embrace contestability: Offer clear avenues for users to submit complaints, contest decisions or report issues, including security data and cyber concerns. To increase the likelihood of useful feedback, make avenues anonymous by default and identifying by choice wherever possible. To demonstrate that feedback has been addressed or will inform future action, provide users with timely and transparent responses. Responses should be tailored to the feedback.
Undertake periodic audits: Audit the service, data-handling practices, security incidents and compliance with whole-of-government policies. Use an independent review to test assumptions and identify issues that may be taken for granted. Use these results to improve and keep the service fit for purpose (Criterion 10 ‘Keep it relevant’).

Guidance to build trust in design

Prioritise service security measures and have processes in place to ensure that they are efficient and current. Use methods or tools such as:
- Conduct regular and comprehensive security audits to identify vulnerabilities in the digital service. This includes penetration testing and assessments to keep security measures robust and up to date.
- Regularly update software, hardware and security protocols to protect against new and emerging threats. This includes prompt application of patches, updates and security fixes.
- Implement ongoing security training for staff on best practices, include phishing recognition attempts and secure handling of sensitive data.
- Establish and regularly update an incident response plan to prepare for potential security breaches. Outline steps for detecting security incidents, responding to them and recovering.
Prioritise the accuracy of information provided. Put processes in place for regular checks and updates. Use methods or tools such as:
- Establishing clear guidelines for content moderation to prevent misinformation. This includes procedures for reviewing and verifying information before it is published.
- Implement reporting mechanisms so users can flag misinformation or content they believe is inaccurate. This encourages user engagement and helps maintain the integrity of information provided.
- Maintain processes for regular content updates and corrections when information inaccuracies are identified. Transparent correction processes build trust.
Have processes in place to make sure the service is resilient and updated against current and imminent cyber threats. Use methods or tools such as:
- Implement a layered security strategy that includes firewalls, intrusion detection systems and encryption to create multiple anti cyber barriers.
- Develop and test disaster recovery and business continuity plans to ensure the service runs quickly to recover from cyber incidents, including data breaches or denial-of-service attacks.
- Continuously monitor and assess emerging cyber threats. This involves subscribing to threat intelligence services and keeping abreast of industry developments.
- Educate users about cybersecurity best practices, such as using strong passwords and recognising phishing attempts. An informed user base enhances overall security.
Document your findings and recommendations to apply criterion 5:
- Ensure timely updates of software and hardware to protect against the latest threats and implement ongoing training programs for staff on security best practices.
- Establish and regularly update an incident response plan outlining procedures for handling security breaches.
- Create guidelines for content moderation to prevent misinformation.
- Make sure the data is collected and documented in a centralised knowledge repository.

Digital Service Standard