Search

To successfully meet this criterion, agencies need to:

• make digital service accessible  
• comply with legislation and standards, including the:
  • Disability Discrimination Act 1992
  • latest version of the Web Content Accessibility Guidelines (WCAG)  
  • Australian Government Style Manual. 

Apply Criterion 4 across the Service design and delivery process to ensure accessibility is considered at all stages: for example, prior to procurement and as the service evolves. 

• Is the digital service designed to accommodate various assistive technologies?
• Have we provided alternate formats and multiple pathways for information?
• Are we regularly testing and refining digital interfaces to address any emerging accessibility challenges?
• Have new procurements and contract renewals considered accessibility and inclusivity?
• Are we promoting the importance of accessibility in our community?

• Disability Discrimination Act 1992
• Web Content Accessibility Guidelines (WCAG)  
• Australian Government Style Manual
• First Nations digital inclusion plan
• Accessibility Toolkit – Vision Australia
• Dos and don’ts on designing for accessibility – Accessibility in government (blog.gov.uk)
• Four Principles of Web Content Accessibility Guidelines (apsacademy.gov.au)
• Online Accessibility Toolkit | Online Accessibility Toolkit
• Accessibility and Inclusivity Toolkit – NSW Government
• Buying accessible digital products and services everyone can use | info.buy.nsw
• AS EN 301 549:2020 - Standards Australia
• Accessibility and Inclusive Design | Australian Public Service Academy (apsacademy.gov.au)
• Accessible procurement — save money and lower the barriers to government services | NZ Digital government
• [Draft] Easy Checks – A First Review of Web Accessibility | Web Accessibility Initiative (WAI) | W3C

To successfully meet this criterion, you need to:

• provide flexibility and choice, where available, for how users engage with your digital service
• create seamless experiences across service delivery channels. 

Apply Criterion 5 in Alpha and Beta as you integrate service features.

Apply Criterion 5 across the Service design and delivery process to ensure seamless experiences are upheld across service delivery channels. 

• How can we integrate the digital services with non-digital pathways?
• How can we create a seamless experience before, during and after the user interactions?
• For those who need it then, what alternate channels exist for users to interact with your service? 

• Services Australia CX Standard