• 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.

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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 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.

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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: The Digital Inclusion Standard]

    The Digital Experience Policy mandates four standards to put people and business at the centre of government through our digital services. The Digital Inclusion Standard is one of them. When we design and deliver digital services, we can make sure nobody gets left behind 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. Embrace diversity from the outset by applying co-design and consider the different needs of users.
    2. Make your service easy to use and communicate its benefits to encourage digital use. 
    3. Protect your users by countering scams and misinformation, providing transparency and offering a feedback mechanism.
    4. Complying with relevant legislation and standards, and make sure your service is accessible from the start. 
    5. Provide a seamless experience between service delivery channels so users can choose how they want to engage.

    [Text on screen: Digital Inclusion Standard criteria: 

    • Embrace diversity. 
    • Motivate digital use. 
    • Protect users. 
    • Make it accessible. 
    • Provide flexibility and choice.]

    As the Australian Government continuously improves its digital services, these criteria ensure the people who need the most won't be left behind.

    [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 Inclusion Standard' on digital.gov.au.

    [The closing image shows the copyright and production information for the video]

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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 Service Standard]

    The Digital Experience Policy mandates 4 standards to put people and business at the centre of government through our digital services. The Digital Service Standard is one of them. The Standard's criteria ensure that we create and provide reliable digital services. 

    [Text on screen: Supporting agencies to deliver simple and seamless digital services.]

    They ask us to set clear goals, know who we are building for and challenge our own assumptions about their needs.

    [Text on screen: Digital Service Standard Criteria:

    • Have a clear intent. 
    • Know your user. 
    • Leave no one behind. 
    • Connect services. 
    • Build trust in design. 
    • Don't reinvent the wheel. 
    • Do no harm. 
    • Innovate with purpose. 
    • Monitor your service. 
    • Keep it relevant.]

    They encourage interoperability, intuitive and transparent user experiences, and to reuse what people are familiar with and works well. They require us to put people's rights first, to innovate where it makes sense, and to continuously measure, gather feedback and improve. As the Australian Government continuously improves its digital services, these criteria ensure we build and maintain them to put people's needs first.

    [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 Service Standard' on digital.gov.au.

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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: The Digital Experience Policy]

    Technology, the internet and online services are available to more people than ever. So, it's no surprise that most of us choose to access government services through digital channels. People expect online services to be simple and seamless to use, but that isn't always the case. As the Australian Government delivers digital services, the Digital Experience Policy ensures they meet people's expectations and needs in a consistent way.

    To do this, the policy mandates 4 standards: 

    1. The Digital Service Standard, which establishes how government services should be designed and delivered. 
    2. The Digital Performance Standard, to monitor, report and improve on the quality of digital services. 
    3. The Digital Access Standard, making sure services are easy to discover and access in a seamless way. 
    4. And finally, the Digital Inclusion Standard, ensuring the people who need government services most won't be left behind.

    Digital services should work for people ahead of how government is structured. That's why the standards focus on how we meet user needs and expectations. And, because they're outcomes based, they allow us to choose techniques and technology which work best for people's needs. It all adds up to simple, seamless digital services for all people and business, an important outcome of the Data and Digital Government Strategy.

    So, ready to design, deliver and set the standard? Search 'Digital Experience Policy' or visit digital.gov.au.

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