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To successfully meet this criterion, agencies need to:

• identify the most appropriate measure to monitor the satisfaction rates of the digital service
• give users the ability to rate their satisfaction/dissatisfaction
• continuously monitor customer satisfaction of the digital service and act to improve outcomes. 

Apply Criterion 4 at all times in the Live environment and consider it during Discovery. Compile metrics and monitor the digital service with a holistic approach. Report the results to build government’s view of its digital services landscape. 

Customer satisfaction is an industry-standard measure of digital service quality. At a minimum, customer feedback channels should be available on each page and at the end of a digital transaction. 

A mature monitoring framework:

• adopts a best practice approach 
• integrates feedback tools as users actively use digital services
• surpasses baseline requirements and provides in-depth insights on the user experience. 

Apply Criterion 4 to encourage user-centred design and contribute to internal continuous improvement processes.

• Can users easily provide feedback within their digital experience?
• What can be learnt about the customer’s journey?
• What can agencies learn from digital services that have high customer satisfaction?
• Are user expectations aligned to their actual experience?
• What impacts factor into customer satisfaction?

• Digital Performance Standard Guidance
• GOV UK – Measuring user satisfaction
• Services NSW – Customer commitments
• Digital Service Standard
• The Australian Privacy Principles (oaic.gov.au)

To successfully meet this criterion, agencies need to:

• establish internal processes to support performance data analysis and reporting
• report on progress during IOF states and post-implementation performance data, with key reporting requirements in the following states:
  • Strategic planning and prioritisation: report on how you intend to implement a monitoring framework (Criterion 1) to your digital service
  • Contestability: report (with evidence) that the Digital Performance Standard has been, or will be, applied to the digital service
  • Assurance: report (with evidence) how you have applied the Digital Performance Standard to the digital service
  • Operations: report (with evidence) on how the digital service continues to meet customer needs
• analyse performance results and act on any improvements to the agency’s digital service.

Criterion 5 will apply throughout the design and implementation states of the IOF process and once the digital service is made available to the public in the Live environment. 

Examples of analysis and reporting requirements will include but are not limited to: 

• Strategic planning and prioritisation: outline the planned approach to applying the Digital Performance Standard
• Contestability: explain the plan and approach for meeting the Digital Performance Standard and when this will be implemented to support the investment proposal (Digital Capability Assessment Process)
• Assurance: demonstrate the progress of the ICT investment towards meeting the Digital Performance Standard and delivery milestones
• Operations: demonstrate that the ICT investment is continuing to meet customer needs.

As the monitoring framework matures, agencies should aim to achieve best practice, collecting and monitoring more meaningful user-centric metrics. 

• Does the monitoring framework provide meaningful reporting data about ICT investment outcomes?
• Does the reporting data say how well we have delivered the benefits as stated in the ICT investment proposal?
• What outcomes are expected from the reported data?
• How can the reported data be used to improve outcomes for users?
• How can best-practice monitoring be applied to the digital services?