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Consider the assistive technologies required for diverse user groups: 

• Prioritise assistive technology when planning and designing your service and consider including technologies that will assist your users. Assistive technology can be applied across various services.
• Test assistive technologies with users to make sure they meet user needs. Make sure the service is compatible with tools such as screen readers, keyboard inputs and voice commands tools.
• Make sure all users can find and use content and provide alternative types of content to meet user needs.
• Regularly test and refine digital interfaces to address emerging accessibility challenges, using automated tools and real-user feedback.
• Consider accessibility and inclusivity in all new procurements and contract renewals and make sure vendors adhere to established accessibility standards.
• Engage with accessibility experts and incorporate their insights in the design and development process.

Comply with legislation, standards and best practice:

• Design the service in line with the Disability Discrimination Act 1992.
• Make sure the service meets or exceeds current requirements for the Australian Government, including Web Content Accessibility Guidelines (WCAG). 
• Create content in line with the Australian Government Style Manual.

Document your findings and recommendations on how to apply criterion 4:

• Make sure the proposal is compliant with current accessibility legislation and standards from the outset.
• Ensure the proposal confirms accessibility by testing usability with real users and verify the service meet required standards. 
• Use the Digital Capability Assessment Process (DCAP) template to report on meeting the criterion.
• Make sure the data is collected and documented in a centralised knowledge repository.

• Australian Government: Style Manual
• Victorian Government: Make content accessible – digital guide
• Western Australia Government: Accessibility and Inclusivity Guidelines
• South Australian Government: Accessibility toolkit
  • Introductory guides
  • Accessibility testing
• Victorian Government: Communicating data with colour
• Victorian Government: Branding guidelines of Victorian Government 2017
• NSW Government: Accessibility in NSW
• NSW Government: Accessibility matters 
• Western Australia Government: Digital Services Policy Framework
• gov.uk: Dos and don’ts on designing for accessibility 
• Centre for Accessibility: How do I check if my work is accessible? 
  • How do I achieve the WCAG Standard? - Centre For Accessibility Australia
• W3C: How to meet WCAG (Quick reference)
• W3C: Developing for Web Accessibility 
• W3C: Web accessibility evaluation tools list
• Agency for Digital Government: Digital Inclusion
• NSW Government: Your responsibilities 

• Incorporate responsive design: Make sure your service has a responsive design that allows for compatibility across various devices and screen sizes, accommodating users who access services through different platforms.
• Incorporate adaptable user interfaces: Design services that can be customised and adapted to allow personalised experiences. This may include flexible layouts, themes that support enhanced day and night vision and tailoring the user interface to meet device-specific considerations. Include preferences for written, audio and visual information and other settings that enhance user comfort and accessibility.
• Be considerate of time: Implement save and resume functionality that allows users to complete tasks immediately, or later. This is beneficial for processes that may require multiple steps to complete or information gathering. Disperse information gradually to prevent overwhelm. Be mindful to provide enough time to complete tasks and avoid time constraints that may pose challenges to individuals with cognitive or motor disabilities.

• Support users to move between service channels with ease: Consider the support users need for a complete service experience and maintain non-digital channels for those who need it. Map user experiences to identify pain points and opportunities and ensure a consistent look and feel across all channels, including websites, mobile apps and in-person interactions.
• Enable real-time data synchronisation: Where possible, use real-time data synchronising across all service channels. This prevents inconsistencies and lets users to access to the most up-to-date information regardless of where or how they interact with the service.

Most users use government systems to complete tasks. When designing, consider how to make it easier for the user by taking into account time needs and preferences for interacting with the service online: 

• Conduct user research and user testing. 
• Use the Digital Inclusion resources as a starting point to consider how to assist the users you are designing for. 
• Ensure compatibility across various devices and screen sizes to accommodate users accessing services through different platforms.
• Conduct usability testing across different devices and put mobile-first design principles in place.
• Regularly update and test the service for new devices.

Design customised and adapted services to allow personalised experiences for the user:

• Develop user personas to understand diverse needs.
• Create theme options for users to select. Provide options for users to customise font sizes and contrast.
• Create flexible layouts tailoring the user interface to meet device-specific considerations. 
• Support enhanced day and night vision
• Tailor the user interface to meet device-specific considerations. Include preferences for written, audio and visual information and other settings that enhance user comfort and accessibility.

Allow users to complete tasks immediately or later when creating processes that require multiple steps or information gathering:

• Gradually disperse information to prevent overwhelm.
• Make sure there is enough time to complete tasks and avoid time constraints that may challenge individuals..
• Introduce auto-save features for ongoing tasks.
• Break down complex processes into smaller, manageable steps.
• Provide clear instructions and time estimations for each step.

Provide a complete service experience by maintaining non-digital channels, for those who need it:

• Map user experiences to identify pain points and opportunities
• Provide consistent look and feel across all channels, including websites, mobile apps and in-person interactions.
• Develop a unified style guide for all service channels.
• Conduct regular user feedback sessions.
• Provide training for staff on all service channels.

Document your findings and recommendations on how to apply criterion 5:

• Ensure your proposal supports your decisions and demonstrates that you have considered and applied flexibility in your service design.
• Use the Digital Capability Assessment Process (DCAP) template to report on meeting the criterion.
• Make sure the data is collected and documented in a centralised knowledge repository.

• User research | digital.gov.au
• Delivering for all people and business | Data and Digital
• Queensland Government: Consistent User Experience Standard v3.0
• NSW Government: Towards a customer-centric government
• Agency for Digital Government: Digital Inclusion
• OECD Guidelines for Citizen Participation Processes | OECD

• Establish a performance monitoring framework: Use a performance monitoring framework to understand the digital platform’s real-world impact and how users interact with digital services. The framework should be established from an end-user perspective, not from the perspective of an agency’s infrastructure. Use clear objectives and goals framed in the context of what users need and expect from the digital service.

• Key performance indicators: Apply measures to achieve the outcome as set out in the Digital Performance Standard and to support your organisational goals. They should be specific and measurable and further your agency’s understanding of how users interact with your agency on digital platforms. Metrics need to be meaningful to understand and improve user experience. Meaningful metrics are crucial to the overall success of the framework.
• Apply a best-practice approach: Implement a performance monitoring approach that is comprehensive and focuses on the end-user experience. Where best practice cannot be achieved or does not line up with your agency’s other metrics, strive to introduce best practice concepts over time.

• Leverage analytical tools: Reliable digital analytics tools may need to be implemented to collect and analyse performance data. When designing a framework, consider what data sources you require for successful implementation and consider what can be readily deployed within your ICT environment.

• Continuous improvement of the user experience: Integrate processes for continuous improvement with a focus on user-centric benefits. Data and feedback should be regularly analysed to find improvement opportunities to enhance overall user experience.
• Use a baseline to measure performance: Establish a baseline for your digital service performance with data gathered from your digital service. A baseline can identify areas to improve a digital service in line with user expectations.
• Share insights and learnings: Share your insights and learnings with the DTA and other agencies. A collaborative approach to digital experience will support whole-of-government standardisation of digital services, build digital and ICT capabilities and deliver a consistent customer experience. The DTA will support agencies by incorporating insights and best practices in its guidance documents and toolkit.

To develop your monitoring framework, start by setting clear objectives and goals for your digital service based on user needs:

• Conduct user research to identify the needs, expectations and goals of the users of the digital service.
• Use service design methods to further interpret user research and document the user perspective.
• Define the desired outcomes and impacts of your service for your users based on the user perspective.

Choose metrics that align with organisational goals and meet Performance Standard criteria:

• Consider the user experience, service benefits and individual agency objectives.
• Create key performance indicators (KPIs) that are meaningful for your service and your agency.
• Make sure the KPIs can be monitored over time to enable continuous improvements.
• Check your KPIs align with criteria 2, 3 and 4 of the Performance Standard.
• Choose metrics to measure against your KPIs — for example, user satisfaction, completion rates and service availability.

Choose appropriate monitoring tools and methods to collect, store, and analyse performance data:

• Research different tools and methods that can capture, store, and analyse data related to your KPIs, referring to guidance for criteria 2, 3 and 4.
• See what tools and methods other agencies use to understand best practices. 
• Collate your research and create a shortlist of tools and methods. 
• Make sure tools and methods meet the legal and ethical requirements for data collection and analysis. 
• Document your choices and rationale to make an informed decision, for example by conducting a cost-benefit analysis, considering factors such as:
  • alignment with your chosen performance indicators
  • ease of use
  • adaptability, compatibility and ease of integration
  • ability to produce comprehensive reports 
  • scalability
  • cost
  • security and reliability.