Digital Service Standard

Informational services provide users with information, such as reports, fact sheets or videos. They may include:

• government agency websites
• smart answers and virtual assistants
• e-learning
• publications
• multimedia.

Transactional services lead to a change in government-held records, typically involving an exchange of information, money, licences or goods.

Examples of transactional services include:

• submitting a claim
• registering a business
• updating contact details
• lodging a tax return.

Staff-facing services provide information to government employees or support employee transactions. They may include:

• intranets
• learning management systems
• records management systems
• case/client management systems
• decision-making systems.

The DTA acknowledge that some agencies may be unable to meet one or more of the criteria set out by the Digital Service Standard due to a range of circumstances. These circumstances may include but are not limited to:

• legacy technology barriers that the agency cannot reasonably overcome
• substantial financial burden caused by changing a service to meet criteria.

Exemptions may be granted for one or more of the criteria set out by the Digital Service Standard. This will be assessed on a case-by-case basis. Exemptions must be applied for through the DTA.

Further information can be found in the Digital Experience Policy Exemption Guide.

Note: Even if a service or website is not covered by the Digital Service Standard, or an exemption is received, obligations may still apply under relevant Australian legislation, for example accessibility requirements under the Disability Discrimination Act 1992.