Checklist for independent assessors
Purpose
This checklist supports independent assessors to verify high-level alignment with the Digital Experience Policy and associated standards during assurance activities. It helps assessors understand if their digital projects appropriately consider and implement user-centered, accessible, inclusive and high-performing digital services.
Digital Service Standard
What to look for
- The service is designed around clear user needs, informed by user research and testing.
- Accessibility, interoperability, and user safety are embedded from the outset.
- A plan is in place for ongoing monitoring and iterative improvements.
- The service demonstrates commitment to continuous user-focused refinement across its lifecycle.
Checklist
- User research has been or will be undertaken and applied to inform service design
- The service clearly defines its objective and user need
- There is a plan for monitoring and improving the service post-launch
- The service design demonstrates or will demonstrate accessibility and security considerations
Digital Inclusion Standard
What to look for
- The service is designed to be inclusive, accessible, and usable by diverse users, including those with low digital ability.
- The design supports clear, simple, and user-friendly interfaces.
- Responsive and adaptable design principles are applied to ensure flexibility across devices and contexts.
- Privacy and data protection are prioritised to maintain trust and confidence.
Checklist
- Inclusivity and accessibility have been considered and demonstrated in the service
- Clear user support mechanisms or resources are in place
- The design accommodates different user needs, abilities, and devices
- Privacy and data safeguards are clearly articulated
Digital Access Standard
What to look for
- The service leverages existing access points wherever possible, aligning with the Australian Government Architecture (AGA).
- Consolidation, migration, and integration opportunities have been identified and pursued.
- Decision-making frameworks have been applied where new access points are required.
- Engagement has occurred with relevant partners both internally and externally (e.g. myGov, Services Australia) to ensure a seamless and consistent user experience.
Checklist
- Consideration has been given to reusing or consolidating existing access points
- How to consolidate access points has been determined in line with the relevant decision-making framework
- Integration and migration opportunities have been explored
- Engagement has occurred with relevant delivery partners
Digital Performance Standard
What to look for
- The proposal demonstrates an understanding of how service performance will be monitored from an end-user perspective.
- There is a plan to measure availability, reliability, and user satisfaction.
- Data insights are used to inform ongoing service improvements.
- The project demonstrates accountability for maintaining and improving digital service quality.
Checklist
- There is a clear plan for monitoring digital service performance and user outcomes
- Appropriate metrics (availability, satisfaction, effectiveness) are identified
- A mechanism exists for using performance data to inform improvements
- The agency demonstrates responsibility for continuous performance management