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Search Australian Government digital policy
Australian Government Architecture (AGA), making it easier to understand how the directions and decisions of government for digital fit together.
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Criterion 5 – Engage with delivery partners
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Engage with delivery partners to establish a successful, collaborative and trusted partnership.
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Seek out government delivery partners early
Engage early: Do research to identify key stakeholders both internally and across the Australian Public Service. Engage delivery partners from the beginning and often to foster a trusted, transparent and collaborative partnership. Include delivery partners in every phase of the Service design and delivery process, involving them in the decision-making, design and testing of your digital service solution.
Understand your part: Engage with delivery partners to determine what requirements the service needs to meet to join up with the capabilities and platforms on offer. Ensure that responsibilities are clearly defined up front.
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Establish open communication lines
Include your delivery partners: Set up combined agile ceremonies, user experience activities and other team events as one team so everyone remains across requirements. Make sure they’re also accountable for the delivery of your digital service by establishing obligations and commitments through agreed governance mechanisms.
Build to support future connection: Where immediate connection or partnership may not be possible, work with delivery partners to understand how to build within the requirements for potential future connections. Maintain a continuous communication channel to support ongoing engagement.
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Questions for consideration
- What is the scope of services the delivery partner offers?
- What are the onboarding and other requirements to join up with existing capabilities and platforms?
- Can the delivery partner meet the delivery timeframes?
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Guidance and resources
- Digital Access Standard Guidelines
- Guide to the right engagement | DISR
- Engagement & Partnership | APS Learn
- Guide to Best Practice Planning Engagement | WA.gov.au
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Guidance to engage with delivery partners
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Back to the Digital Access Standard
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Introducing the Digital Performance Standard
The Digital Performance Standard is part of a suite of standards and guidance under the Digital Experience Policy. The Digital Experience Policy supports a whole-of-government focus on improving the experience for people and business interacting digitally with government information and services. The Digital Experience Policy includes a suite of standards and guidance that supports agencies to deliver cohesive and consistent digital experiences, including the Digital Service Standard, the Digital Performance Standard and the Digital Access Standard.
The Digital Performance Standard builds on Digital Service Standard Criteria 9 – Monitor your service. It establishes requirements for monitoring and centrally reporting the performance of government digital services. In doing so, it supports the Data and Digital Government Strategy’s mission to put people and business at the centre of government digital services.
The Digital Performance Standard will be integrated into the Digital and ICT Investment Oversight Framework (IOF) at each stage of the project lifecycle. This makes sure government’s ICT investments are delivering the benefits stated to the public by providing improved digital experiences.
The Digital Transformation Agency (DTA) will regularly review the Digital Performance Standard as government service delivery and digital services mature. Improvements will be made in line with agency application and feedback.
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Introducing the Digital Service Standard
The Digital Service Standard supports this vision by promoting consistency across digital services and ensuring services:
- are accessible
- are secure
- are transparent
- meet the needs of people and business.
Version 2.0 of the Digital Service Standard has reduced the number of criteria to 10, compared to 13 criteria of the former version released in 2016. The changes reflect the government’s increased level of digital maturity and adoption of trust and protection principles that have increased in the years since 2016. The updated Digital Service Standard strengthens inclusion and accessibility requirements, so no one is left behind when accessing government’s digital services.
The Digital Service Standard is part of a suite of standards and guidance that sits within the Digital Experience Policy. The Digital Experience Policy supports a whole-of-government focus on improving the experience for people and business interacting digitally with government information and services. The Digital Experience Policy includes a suite of standards and guidance that supports agencies to deliver cohesive and consistent digital experiences, including the Digital Inclusion Standard, the Digital Performance Standard and the Digital Access Standard.
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Disclaimer and copyright
Disclaimer
The purpose of this website is to publish Commonwealth government agencies’ (Source Agencies) content regarding the Australian federal government’s digital transformation policies, strategies and programs (Source Agencies’ Content). Note: the term Source Agencies refers to any and all Commonwealth government agencies, including the Digital Transformation Agency, and joint ventures between Commonwealth government agencies.
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As government service delivery and digital services mature, the DTA will review the Digital Service Standard and make improvements in line with agency application and feedback.
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Communicate the benefits of service design and delivery
Understand and communicate the value of using agile processes to build digital services.
The service design and delivery process puts people and businesses at the centre of government service delivery. Communicating the value of service design and delivery is the best way to make sure teams and decision makers in your agency understand the process and get onboard.
Meet the Digital Service Standard
The Digital Service Standard guides teams to create and maintain digital services that are:
- user-friendly
- inclusive
- adaptable
- measurable.
You’ll need to follow the service design and delivery process to meet the Digital Service Standard requirements.
The 4 stages of service design and delivery
Government traditionally creates services in response to policy needs. This means user needs go undiscovered until after a service is released. Service design and delivery changes this by starting the process with the user in mind.
- Discovery stage – the team gain a deep understanding of the user needs and develop a hypothesis to solve the problems
- Alpha stage – the team builds prototypes to test the hypotheses identified in the Discovery stage
- Beta stage – the team builds and tests the solution they validated in the Alpha stage
- Live stage – the team maintains and continuously improves the service.
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Own the whole user experience
A service may have multiple products built by different teams – you need a service manager who understands and owns the whole user experience across all products.
We know people struggle to get things done with government because services are disconnected. This means we need to work across government to do the hard work to make it simple for users.
Instead of expecting people to know how government is structured, we need to look at the user experience and understand how they get from point A to point B.
This includes the products and touchpoints owned by other parts of government.
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To get a task done, a user might need to deal with different parts of government or third-party suppliers. To build the right service we need a senior service manager who can take responsibility for the whole user experience.
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Government services and products
Services are a group of transactions, activities or information that help someone do something, like being able to drive, buy a house or become a teacher.
When people use commercial services, they choose a service that meets their needs. Government services are different. The user doesn’t get to shop around, their only option is to use the service government designs. This is why it’s important to design government services that are simple and easy to understand.
Services use products
A service is made up of a series of smaller products designed to meet user needs.
For example, to help a user meet their goal of being able to drive, a service might include these products:- details on what you need to learn to drive – an information product
- an online driving knowledge test – a web application product
- booking a driving test – a calendar booking product
- getting a driving license – a process that creates a physical card
- paying your annual fee – an online payment product.
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If products are owned by different parts of government that are working in different ways, it can make it harder for the user to do what they need to do. This is why we need service managers that own the whole experience.
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.