• Ensure that feedback can be provided

    Ensure that feedback can be provided so that you can make changes in line with what users want to see, and have asked for. Use methods or tools such as:

    • Creating multiple channels for users to provide feedback, such as surveys, feedback forms, or user forums. This encourages users to share their thoughts and experiences.
    • Ensuring that user support teams are responsive to feedback and inquiries. Acknowledge received feedback and communicate any actions taken in response.
    • Using user feedback to continuously refine and improve the service. Highlight changes made based on user suggestions to foster a sense of community and investment among users.
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  • Compliance & reporting

  • Document your findings

    Document your findings and recommendations to apply criterion 10:

    • Implement version control to keep track of changes made over time.
    • Document all user feedback received through various channels. This can be compiled in a dedicated feedback log.
    • Track actions taken in response to user feedback, documenting any changes made based on this input. Include user testimonials or case studies where applicable.
    • Make sure the data is collected and documented in a centralised knowledge repository. 
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  • Video transcript

    [Image: The Australian Government crest along with the words 'Australian Government, Digital Transformation Agency']

    [Image: the DTA logo]

    [Text on screen: Digital Performance Standard]

    The Digital Experience Policy mandates 4 standards to put people and business at the center of government through our digital services. The Digital Performance Standard is one of them. When we design and deliver digital services, it is crucial that we measure and improve how they perform by meeting the Standard's 5 criteria.

    [Text on screen: It is crucial to measure and improve performance by meeting the standard's 5 criteria.]

    1. Plan how you will capture, maintain and report on monitoring data for your service.
    2. Understand if your service delivers a reliable and uninterrupted experience. 
    3. Measure whether it's effective and working well. 
    4. Understand if it's meeting and fulfilling your users' needs. 
    5. Use your data to provide meaningful insights that improve your service.

    [Text on the screen: Digital Performance Standard criteria:

    • Implement a monitoring framework
    • Measure the availability of your digital service
    • Measure the success of your digital service
    • Understand if your digital service meets customer needs
    • Analyse and report your digital performance.]

    As the Australian Government continuously improves its digital services, these criteria ensure we measure and improve on outcomes that matter to the people who use them.

    [Image and text on screen: The following text appears on a map of Australia, 'We measure and improve on outcomes that matter to the people who use them.']

    So, ready to design, deliver and set the standard? Search 'Digital Performance Standard' on digital.gov.au.

    The closing image shows the following copyright information:

    Off
  • Video transcript

    [Image: The Australian Government crest along with the words 'Australian Government, Digital Transformation Agency']

    [Image: the DTA logo]

    [Text on screen: Digital Access Standard]

    The Digital Experience Policy mandates 4 standards to put people and business at the centre of government through our digital services. The Digital Access Standard is one of them. 

    When we design and deliver digital services, we can ensure that people easily discover and use them by meeting the Standard's 5 criteria.

    [Text on screen: It is crucial to measure and improve performance by meeting the standard's 5 criteria.]

    1. Understand how users already access government services to make the most of existing access points.
    2. Understand what capabilities you need to support your new service. 
    3. Explore and discover reusable capabilities and platforms on the Australian Government architecture. 
    4. Use the relevant decision-making framework to decide if you need to create a new access point or reuse an existing one. 
    5. Build a trusted, collaborative partnership with your stakeholders, service providers and other government agencies.

    [Text on screen: Digital Access Standard criteria:

    • Understand how your users access services. 
    • Define your service offering. 
    • Use the Australian Government Architecture to find reusable platforms and capabilities. 
    • Follow the decision making framework. 
    • Engage with delivery partners.]

    As the Australian Government continuously improves its digital services, these criteria ensure it's easy for people to discover, access and move between the services important to them. 

    [Image and text on screen: The following text appears on a map of Australia, 'We measure and improve on outcomes that matter to the people who use them.']

    So, ready to design, deliver and set the standard? Search 'Digital Access Standard' on digital.gov.au.

    The closing image shows the following copyright information:

    Off

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