Meeting the Digital Service Standard
The Service Standard is made up of 10 criteria to help government agencies design and deliver services that are user-friendly, inclusive, adaptable, and measurable.
To successfully apply the Service Standard, government agencies must meet all the criteria.
The Service Standard expects that agencies are working in an agile way, based on agile values and principles and using agile tools and techniques. Each criterion links to the most relevant stage/s of the Service Design and Delivery Process. However, agencies are strongly encouraged to consider how the criterion applies across the whole service lifecycle and not just in the single phase identified.
It is recommended that agencies also consider the non-digital experience of users to make sure services are inclusive and accessible for all.
Alignment with the IOF
Agencies are expected to consider how their proposal aligns to the Service Standard throughout all the IOF states. A diagram showing how each standard applies across the IOF touchpoints can be found within the Digital Experience Policy.
Exemptions
The DTA acknowledge that some agencies may be unable to meet one or more of the criteria set out by the Service Standard due to a range of circumstances.
Further information can be found in the Compliance, Reporting and Exemption Guide.