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Digital Experience Policy checklist for existing public facing services

This checklist aims to help agencies evaluate how the Digital Experience Policy (DX Policy) is relevant to their existing digital services. 

All existing services are in scope of the Digital Service Standard and the Digital Inclusion Standard, but reporting compliance is limited to services that are: 

• public facing and
• high volume with over 50,000 page visits and/or transactions per annum.

If your service is a new or replacement service, please see the new/replacement services checklist.

Digital Experience Policy

• Read the DX Policy 
• Read the Service Standard
• Read the Inclusion Standard
• Read the Compliance and Reporting Framework
• Read the Exemption Guide
  • If an exemption may apply, contact the DTA at standard@dta.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)

Downloadable resources

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)

Downloadable resources