Notice
This guidance has been superseded. The current version is available here.
What is the Digital Service Standard v1.0?
The Digital Service Standard is a set of best practice principles to help agencies design and build digital services that are simple, clear and fast for Australians. By following the Digital Service Standard, Government is ensuring digital services provide public value and meet user needs, with ongoing service improvements based on evidence and learnings. The Digital Service Standard ensures that government services are designed for the user with a consistent look and feel.
The Digital Service Standard is one of the whole-of-government digital policies and standards that the DTA uses to assess whether a digital or ICT-enabled investment proposal is robust, of high quality and can be brought forward for Government consideration.
Further detail on the requirements for agencies when bringing forward digital and ICT-enabled investment proposals for Government consideration can be found at the Contestability (Budget) stage of the Whole-of-Government Digital and ICT Oversight Framework.
Applicability
Unless excepted, this policy must be applied by all Non-corporate Commonwealth entities. It applies to all new information and transactions of public facing services as of 6 May 2016, as well as any pre-existing informational or transactional services that have been redesigned after 6 May 2016.
The DTA encourages other government entities (local, state or territory) or Government corporate entities apply this policy.
Policy Requirements
-
Understand user needs. Research to develop a deep knowledge of the users and their context for using the service
-
Establish a sustainable multidisciplinary team to design, build, operate and iterate the service, led by an experienced product manager with decision-making responsibility
-
Design and build the service using the service design and delivery process, taking an agile and user-centred approach
-
Understand the tools and systems required to build, host, operate and measure the service and how to adopt, adapt or procure them
-
Identify the data and information the service will use or create. Put appropriate legal, privacy and security measures in place
-
Build the service with responsive design methods using common design patterns and the style guide for digital content
-
Build using open standards and common government platforms where appropriate
-
Make all new source code open by default
-
Ensure the service is accessible and inclusive of all users regardless of their ability and environment
-
Test the service from end to end, in an environment that replicates the live version
-
Measure the performance of your service and understand what outcomes it is delivering. Report results to your stakeholders openly and regularly to encourage continuous improvement
-
Ensure that people who use the digital service can also use the other available channels if needed, without repetition or confusion
-
Encourage users to choose the digital service and consolidate or phase out existing alternative channels where appropriate