Digital Experience Policy checklist for new/replacement services
This checklist aims to help agencies evaluate how the Digital Experience Policy (DX Policy) is relevant to their new and/or replacement digital service.
If your service is an existing service, please see the existing services checklist.
Digital Experience Policy
- Check your proposal is subject to the Digital and ICT Investment Oversight Framework (IOF) and is in scope of the DX Policy and standards
- In scope – please continue through this checklist
- Out of scope – the DX Policy can be applied to your service voluntarily
- Assess your services against the DX Policy Timeline to ascertain what standard/s apply to your service and when they need to be applied
- Read the DX Policy and any applicable standards
- Understand what is necessary to meet the standards required for your service
- Read the accompanying guidance material for each standard that applies to your service/proposal
- Read the Compliance and Reporting Framework
- Read the Exemption Guide
- If an exemption may apply, contact the DTA at standard@dta.gov.au
- Ensure your proposal/business case outlines compliance with the DX Policy and relevant standards
- Consult with the GovCMS team before investing in tools or processes if services are on the GovCMS platform. Contact: govCMS@finance.gov.au
Service Standard
- Define the scope, purpose and desired outcomes of your service (criterion 1)
- Apply agile methodologies and rituals across your project life-cycle (criterion 1)
- Conduct user research to gain valuable insights into user needs and preferences (criterion 2, criterion 3)
- Design and develop for seamless user transitions across different systems, platforms and services, ensuring interoperability across government using reusable designs (criterion 4 and criterion 6)
- Make sure robust security measures are designed and transparent data handling processes are established, while also monitoring the performance of your service (criterion 5, criterion 9)
- Undertake Privacy Impact Assessments and implement informed consent methods (criterion 7)
- Regularly review and adopt guidance on emerging technologies from government sources to ensure alignment and preparedness (criterion 8)
- Ensure that mechanisms for continuous user feedback are designed and implemented, allowing for adaptive and responsive service enhancements based on real-time insights (criterion 10)
Inclusion Standard
- Plan for an inclusive and accessible service (Service Standard criterion 3, Inclusion Standard criterion 1)
- Identify digital obstacles and examine ways to simplify the service's usability (criterion 2)
- Develop procedures that identify and mitigate both current and future user risks while ensuring a secure digital environment (criterion 3)
- Plan, design and test with assistive technologies, allowing for alternative formats and pathways for information (criterion 4)
- Implement a plan to prioritise flexibility in your design by integrating responsive layouts, adaptive interfaces, and smooth user experiences (criterion 5)
Access Standard
- Carry out user research to gather key insights into how individuals access government services online. (criterion 1).
- Define the scope, purpose and desired outcomes of your service (criterion 2)
- Research the Australian Government Architecture (AGA) for reusable platforms, capabilities and requirements that can support your service (criterion 3)
- Assess your service against the relevant decision-making framework (criterion 4)
- Engage with myGov and any other delivery partners (internal and/or external) (criterion 5)
Performance Standard
- Design and establish a monitoring framework for your service (criterion 1)
- Plan to measure whether your digital service is reliable and available for users (criterion 2)
- Plan to measure whether your digital service enables users to successfully achieve their digital tasks (criterion 3)
- Plan to measure customer satisfaction in a live environment (criterion 4)
- Design and implement a process to transform service performance data into meaningful insights to improve your digital services (criterion 5)