The Individual Experience Domain includes the capabilities required for the delivery of modern digital services to individuals, for example, through a single digital portal.
Individual Experience
Capabilities
This domain includes the following capabilities.
What is Complaints and Issues Resolution?
Complaints and Issues Resolution refers to managing the collection of and effective resolution for complaints from individuals about government services and operations.
Objectives
An objective for this space will be finalised through the iterative…
What is a Digital Portal?
A Digital Portal is a way to provide individuals access to multiple government services through a single entry point. It means that individuals only have to remember one location and one login, and can easily access and discover many relevant government services in a…
What is Identity Management for Individuals?
Identity Management is a set of processes to manage the identification and authentication of individual users of government digital services. It includes identity proofing, and login.
Objectives
To adopt a consistent and efficient approach to…
Definition
Web Content Management refers to the process of creating, managing, delivering, hosting, and publishing static digital content, generally as a public-facing website. The content may include text, documents, images, video, audio, and other digital assets related to government information…
What is Virtual Servicing?
Virtual Servicing is a set of policies, processes and technologies used to allow agencies to deliver services virtually to individuals, enabling more flexible and remote operations.
Objectives
To accelerate and increase the delivery of virtual and remote service…
Definition
Customer Relationship Management (CRM) refers to the recording, managing, and optimising of interactions with people and businesses to create a seamless experience across channels. CRM systems can include case management workflow functionalities, as well as managing customer data,…
What is Personalisation?
Managing tailored experiences for individuals based on their credentials, preferences and needs.
Objectives
An objective for this space will be finalised through the iterative development of the Australian Government Architecture.
What is Government Branding?
Government Branding is how the Australian Government presents itself, its agencies and its digital products. The role of Government Branding (and the brands that it includes) is to deliver an experience that builds trust, confidence and ease of use for our…