Notice
The Digital Experience Policy (DX Policy) will be effective from 1 January 2025 and applies to Corporate and Non-Corporate Commonwealth Entities, as defined by the Public Governance, Performance and Accountability Act 2013. Services delivered after this date will be subject to requirements under the DX Policy. Compliance and processes will also commence from this date.
Agencies in scope of the DX Policy are expected to review and understand each Standard to determine which services are in scope of the requirements. Services not covered by the DX Policy, for example state and territory services, may still choose to apply the DX Policy and standards to improve a quality digital experience for their users.
Note: The previously mandated Digital Service Standard will retain its effective date of 1 July 2024. However, from 1 January 2025 it will be aligned to the Digital Experience Policy suite of standards.
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:
- ensures standardised digital service design to satisfy all people and business and minimise digital investments where there are reuse opportunities
- enhances the quality, accessibility and consistency of digital government services, including improve equality across vulnerable cohorts
- enables data collection, analysis and scrutiny on 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.
View the Digital Experience Policy.
Applicability
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.
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 operating 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 5 Digital Performance Standard criteria as part of any in scope ICT investment deliverables.
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Engage with the DTA through relevant 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.