Direct link: digital.gov.au/policy/digital-experience
Responsible agency: Digital Transformation Agency
Last updated: 25 July 2024
The Digital Experience Policy (DX Policy) supports a whole-of-government focus on improving the experience for people and businesses interacting digitally with government information and services. The policy aims to:
- ensure standardised digital service design to satisfy all people and businesses and minimise digital investments where there are reuse opportunities
- enhance the quality, accessibility and consistency of digital government services, including by improving equality across vulnerable cohorts
- enable data collection, analysis and scrutiny of government digital services and customer satisfaction, enabling more targeted intervention and use of limited resources.
The Australian Government has endorsed the application of the DX Policy for digital and ICT proposals coming forward for Cabinet consideration under the Digital and ICT Investment Oversight Framework (IOF).
The policy includes a suite of standards and guidance that support agencies to deliver more cohesive and consistent digital experiences, and it is aligned to the Data and Digital Government Strategy.
Applicability
The DX Policy applies from 1 January 2025 and is applicable to corporate and non-corporate Commonwealth entities, as defined by the Public Governance, Performance and Accountability Act 2013. It is optional for state and territory agencies.
Services delivered after this date are subject to the requirements under the DX Policy. Agencies are advised to review which of their services are in scope and should be aligned to this policy. Compliance processes will also commence from this date.
Unless formally exempted, the DX Policy applies where digital and ICT investment:
- is brought forward by a non-corporate Commonwealth entity and, where specifically requested by the Minister responsible for the Digital Transformation Agency, a corporate Commonwealth entity
- involves digital or ICT costs
- is being brought forward for government consideration as a new policy proposal.
The previously mandated Digital Service Standard retains its effective date of 1 July 2024. However, from 1 January 2025 it will be aligned to the DX Policy suite of standards.
Access the policy
The digital.gov.au website hosts the Digital Experience Policy (full text).
Policy requirements
To comply with this policy, entities must consider the impact to the holistic experience of people and business when interacting with government. This includes when designing, developing, implementing and delivering digital services.
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Design and deliver services that are user-friendly, inclusive, adaptable and measurable.
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Consider existing digital access points when developing a new digital service in consultation with the DTA.
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Design and build new digital services to be able to integrate with primary digital access points such as myGov (where appropriate).
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Implement all five Digital Performance Standard criteria as part of any in scope ICT investment deliverables.
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Engage with the DTA through relevant Digital and ICT Investment Oversight Framework (IOF) touchpoints, providing the required information to assess compliance with the policy.
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Contact the DTA if unsure how to comply with the DX Policy, if the digital investment or service is in scope of the DX Policy, or to apply for an exemption.