Digital Experience Policy Case studies: Department of Social Services

Objective 1: Alignment to the Digital Service and Digital Inclusion Standards

User experience, digital inclusion and content quality

Overview

The Department of Social Services adopted a user centred design approach to refresh its website, recognising the existing site was no longer fit for purpose and required significant uplift. Accessibility and inclusivity were prioritised through the design and development process. There was a strong focus on meeting Web Content Accessibility Guidelines (WCAG) success criteria, through the delivery of accessibility improvements at code level. The new website was designed to be intuitive to use and capable of adapting to the department’s evolving needs over time.

Achieving the objective

• User specific features were intentionally retained and enhanced in line with the preferences of identified user groups, supporting inclusive and user driven outcomes. Ease of use was a central focus of the website refresh. The department established a consistent toolkit of reusable components to support ongoing growth of the site.
• The refreshed website continues to enhance personal safety and privacy, supporting users in sensitive and high risk situations, through the retention of a ‘quick exit’ feature. This functionality enables users to leave a page immediately and discreetly, redirecting them to a search engine page.
• Ease of use was a central focus of the website refresh. A consistent toolkit of reusable components was established to support the ongoing growth of the site while maintaining a familiar and coherent experience for users. This approach has made it easier for users to locate specific information, supported by the migration of more than 1,992 resources, including over 150 news articles that were migrated and appropriately linked within the site.  
• A range of accessibility features were incorporated to ensure the website can be used by people with varying needs. These include screen reader navigation, accessible video content, options to listen to written content and support for understanding unfamiliar or complex language.
• Flexibility was prioritised through features which allow users to access content in multiple ways. The website supports a range of document formats, which function effectively across both large and small screens. The uplift also gives users the ability to change the appearance of the site to suit their preference.

Objective 2: Alignment to the Digital Access Standard 

Future proofing the website

Overview

The website was designed to be iterative and futureproofed, reducing the need for future rebuilds. There was no opportunity to use an existing access point. However, the department improved the findability of information across the site and reduced fragmentation by choosing a total website uplift, rather than introducing additional standalone sites. This showed a commitment to accessibility and inclusive digital service delivery. This ensured the website can be used effectively by a diverse range of users, while making it easier for users to locate relevant content in a single, consistent environment. 

Achieving the objective

• User testing and insights from real users helped the department understand how people access information and the entry points they rely on. It also identified opportunities for enhancement and the reuse of existing access pathways. This ensured users continued to have access to information through familiar effective channels.
• There was a deliberate focus on known user pain points to determine areas requiring significant overhaul and areas that could be enhanced. This targeted approach made sure effort was directed where it delivered the greatest improvement to the whole service experience, while maintaining continuity.
• To assess available options and guide decision making, the department referred to the Australian Government Architecture (AGA). This avoided unnecessary investment and supported efficient and sustainable service delivery by enhancing existing access points rather than creating new ones.
• The relevant decision making framework was applied to determine the service was not suitable to be connected to myGov. If the website refresh was subject to the Investment Oversight Framework (IOF), an exemption would have been required. However, an exemption was not necessary in this instance.
• Delivery partners were engaged early, resulting in a trusted and collaborative partnership. Clear and effective work processes were established across multiple teams to manage content reviews and support ongoing improvements. This ensured the refreshed website could evolve, in line with user and service needs.

Objective 3: Alignment to the Digital Performance Standard

Feedback and compliance mechanisms

Overview

Compliance, transparency and security were key considerations during the redesign. Impact and vulnerability assessments supported responsible data handling, data security and ensured government security expectations were met. The website was designed to be iterative and future proofed, to reduce the need for future rebuilds. User feedback insights were gathered and analysed to inform data driven decisions about future website enhancements. Ongoing performance monitoring ensures the website continues to evolve and improve in line with user expectations and service outcomes.

Achieving the objective

• To support responsible data handling and data security privacy impact assessments were undertaken, and data security was prioritised through GovCMS SaaS. Vulnerability assessments were completed to ensure the platform met government security expectations.
• A ‘was this helpful’ feature was implemented across most pages of the refreshed website to understand how users interact with content and how they perceive their overall experience. The simplicity of this mechanism enables meaningful insights to be gathered efficiently, to support continuous user experience improvements.
• The refreshed website delivers informational services that are available to users when they need them, with improved information findability for timely access. Maintenance activities are planned for low activity points to minimise disruption. This ensures users can locate and use services effectively at the point of need.
• Revitalised contact forms and the ‘was this helpful’ feature provide valuable indicators of user satisfaction and perceived success of the service. These mechanisms allow the department to assess if user needs have been met and where further improvements are required. The accessibility and visibility of the feedback tools encourage user engagement, increasing the likelihood users will provide feedback. This approach supports the collection of a broad range of insights that reflect real user experiences across the site.