Definition
A digital portal is an online platform that allows individuals, groups, communities, third parties, businesses, partners and other government entities to interact with government services, search for information and complete various tasks without needing to visit an office in person or engage with multiple websites.
Digital portals typically offer various features, including dynamic secure transactions, personalised service information, web searches, news updates, reference tools and secure communication.
By consolidating informational and transactional services into a single access point, digital portals enable the delivery of efficient, effective and more streamlined government services.
This capability does not cover internal document management services, intranets or internal staff portals.
Purpose
Digital portals provide secure and centralised access points for services such as permit and licence applications, tax and fee payments, and reporting issues in the community. They typically do this by providing a hub of information and interaction points.
As a capability, Digital portal is realised by:
- simple navigation and consolidated reference points for people accessing government services
- self-service usage of government portals in a manner that resolves issues without the need for face-to-face contact
- a standardised user experience that instils confidence in people accessing services.
Objectives
The objectives of the supporting policies and standards, including the associated Digital portal policy, Digital portal standard and Digital access standard, are to:
- support entities to take a user-centric approach to designing digital portals, ensuring the close involvement of users in planning, design and development
- encourage the consolidation of external-facing services into centralised, secure, scalable and reliable digital portals
- standardise the user experience of external-facing services across government with the use of digital standards
- offer guidance on consistent branding, messaging and navigation
- support entities to understand the digital portal as an important element to drive user experience strategy, particularly in terms of digital interactions and digital transformation
- reduce maintenance cost and effort across the government.
Whole-of-government applicability
Commonwealth entities operating and providing services through digital portals should be aware of whole-of-government strategies that provide direction for this capability.
The Data and digital Government strategy sets a vision for 2030 to deliver simple, secure and connected public services for all people and businesses, through world-class data and digital capabilities. As expectations grow around the availability of government digital services, mature digital portal capability is pivotal in supporting the Data and digital Government strategy by providing structured guidance and resources that enable simple, secure and connected services across Commonwealth government. The digital portal capability supports the following Data and digital Government strategy missions:
- Delivering for all people and business: Digital portal capability promotes using data and digital technologies to deliver connected, accessible services that are centred around the needs of people and businesses. By prioritising consistency, accessibility, inclusivity and usability, digital portals can meet the diverse needs of all Australians.
- Simple and seamless services: Digital portal capability promotes using technology, data and analytics to deliver simple, accessible services for people and businesses. By utilising reusable components (for example, identity verification and payments) and ensuring systems interoperability, digital portals enable cross-agency service delivery and seamless user experience.