Transactional services
Transactional services lead to a change in government-held records, typically involving an exchange of information, money, licences or goods.
Examples of transactional services include:
- submitting a claim
- registering a business
- updating contact details
- lodging a tax return
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Five-phase policy development process
The 5-phase policy development process is a structured, evidence-based approach designed to create effective, well-informed solutions.
It consists of five key phases, each helping to identify, develop, test, and implement solutions in a systematic manner, ensuring they meet stakeholder needs and organisational goals.
The 5-phases
- Pre-discovery: scope and plan the project:
- Discovery: explore the problem in more detail and engage with stakeholders to understand their needs.
- Alpha: generate ideas for solutions and develop prototypes to test with stakeholders.
- Beta: build out the preferred prototype and refine it through further testing.
- Live: implement the solution and conduct regular evaluation or review.
Planning your 5-phase process
When planning your policy development initiative, it's important to consider the effort required at each phase. The below is an approximation of how much time out of the total process each step takes.
The following chapters will breakdown the activities required in each phase in more detail.
While we acknowledge that there is no one-size-fits-all approach for policy development, each phase of the process is important. In particular, you should avoid the temptation to jump from the initial idea to the final policy.
Phase 1: Pre-discovery
Scope and plan the project
The pre-discovery phase is the first step in the process once you have identified there is a problem that may need to be addressed. This phase involves conducting initial exploration of the project, determining what sort of work might be needed to address it and making a plan to do so.
- Purpose: to explore the viability of standing up a project to address a problem and develop a project plan.
- Outcome: a high-level understanding of the problem space, a clear scope and a path forward.
- Output: a concise project plan that defines the objectives and scope, key stakeholders, methodology and governance.
There are 3 steps to complete in the pre-discovery phase, after which you can obtain the relevant approvals to progress to the next phase.
Step 1: undertake initial research to understand the problem space
This step includes conducting initial research to develop a better understanding of the perceived problem space and reason for why a project is needed. The information uncovered through this step then helps inform the scope of the initiative and the project plan.
Initial research in the pre-discovery phase can include:
- Desktop research: gather and analyse existing information, reports, and policies to understand the current landscape. For digital projects in the Australian government this includes aligning the problem statement with the structure of the AGA and the missions of the Australian Government’s Data and Digital Government Strategy.
- Internal consultation: engage with internal stakeholders to gather background information about the perceived problem space. This may involve using the AGA’s content scoping process to gather inputs from Executive Board and Investment Oversight Framework (IOF) committee on direction, problem areas, and potential stakeholders. Reach out to architecture@dta.gov.au for further information on this process.
- Environmental scan: identify external factors, trends, and developments that could impact the policy area, including legislative, technological, or economic changes.
Resources
- Human-centred design playbook (Victorian Government, 2023)
- Desktop research (Victorian Government, 2023)
- Literature review (Victorian Government, 2023)
- Landscape review (Victorian Government, 2023)
- Desktop research template (Digital Transformation Agency 2025)
Step 2: determine scope for the project
This step focuses on understanding the initiative’s boundaries, key objectives and strategic fit within broader government goals. Establishing a clear scope provides direction, helps manage expectations, and serves as a foundation for planning, resourcing, and approval processes. A clear scope is also crucial for assessing the feasibility and strategic alignment of potential solutions later in the process. A kick-off workshop with key stakeholders can assist with achieving this step.
Actions to determine a high-level scope include:
- Clarify objectives: define the primary goals of the initiative and ensure your goals align with whole of government and governmental strategies.
- Identify key stakeholders: determine who will be involved or affected by the initiative, including internal and external stakeholders.
- Assess strategic alignment: evaluate how the initiative fits within broader government priorities and existing policies or frameworks, ensuring relevance and value, including through determining alignment with capabilities as defined in the AGA’s Domain and Capability Model.
- Define core (high level) deliverables: determine the expected outcomes and outputs of the initiative, focusing on what must be achieved for success.
- Estimate resources and timelines: develop indicative high-level estimates of the resources required and the expected timeline for key phases.
- Set boundaries and constraints: identify the scope limitations, such as policy or regulatory constraints, budgetary limits and other potential challenges.
Resources
- Project kick-off workshop (Victoria Government, 2023)
- Digital Service Design Playbook (Queensland Government, 2023)
- Stakeholder mapping (Queensland Government, 2023)
- Create a multi-disciplinary team (Queensland Government, 2023)
Step 3: develop a project plan
Developing a plan is essential to outline the approach for commencing a policy initiative. This plan provides a clear roadmap for the activities, resources, and timelines needed to assess the feasibility and strategic alignment of the initiative before any work commences. A well-structured plan ensures that all stakeholders understand the objectives, approach, and governance required, setting the phase for an informed and organized journey.
Alongside your project plan you might also like to develop a risk assessment and mitigation plan. This will help you identify potential risks or challenges that could impact the project and develop mitigation strategies.
Include the following in your project plan:
- Objective and scope: a clear statement of the policy initiative’s purpose, goals, and high-level scope.
- Key stakeholders: identification of internal and external stakeholders who will be involved in or affected by the policy initiative. Develop a stakeholder engagement plan.
- Approach and methodology: the framework or approach that will guide the development process, including research methods, stakeholder engagement, and consultation strategies. Include the skills and resources you need to deliver the approach and methodology.
- Governance and approval: a description of the governance structures and decision-making process required for the initiative, including who will approve the plan.
Resources
- Project plan (Digital Transformation Agency, 2025)
- Risk assessment and mitigation plan (Digital Transformation Agency, 2025)
Phase 2: Discovery
Scope and plan the project
The pre-discovery phase is the first step in the process once you have identified there is a problem that may need to be addressed. This phase involves conducting initial exploration of the project, determining what sort of work might be needed to address it and making a plan to do so.
- Purpose: to understand the problem, assess the landscape, and identify user needs to inform policy development and potential approaches.
- Outcome: a clear understanding of the problem space and users’ needs.
- Output: a well-informed discovery report with useful insights and findings about the problem and opportunities to address it, ready to move into the alpha phase to ideate possible solutions.
There are 6 steps to complete in the discovery phase, after which you can share your findings with key stakeholders and seek relevant approvals to proceed.
Step 1: undertake initial research to understand the problem space
This step includes conducting initial research to develop a better understanding of the perceived problem space and reason for why a project is needed. The information uncovered through this step then helps inform the scope of the initiative and the project plan.
Initial research in the pre-discovery phase can include:
- Desktop research: gather and analyse existing information, reports, and policies to understand the current landscape. For digital projects in the Australian government this includes aligning the problem statement with the structure of the AGA and the missions of the Australian Government’s Data and Digital Government Strategy.
- Internal consultation: engage with internal stakeholders to gather background information about the perceived problem space. This may involve using the AGA’s content scoping process to gather inputs from Executive Board and Investment Oversight Framework (IOF) committee on direction, problem areas, and potential stakeholders. Reach out to architecture@dta.gov.au for further information on this process.
- Environmental scan: identify external factors, trends, and developments that could impact the policy area, including legislative, technological, or economic changes.
Resources
- Human-centred design playbook (Victorian Government, 2023)
- Desktop research (Victorian Government, 2023)
- Literature review (Victorian Government, 2023)
- Landscape review (Victorian Government, 2023)
- Desktop research template (Digital Transformation Agency 2025)
Step 2: determine scope for the project
This step focuses on understanding the initiative’s boundaries, key objectives and strategic fit within broader government goals. Establishing a clear scope provides direction, helps manage expectations, and serves as a foundation for planning, resourcing, and approval processes. A clear scope is also crucial for assessing the feasibility and strategic alignment of potential solutions later in the process. A kick-off workshop with key stakeholders can assist with achieving this step.
Actions to determine a high-level scope include:
- Clarify objectives: define the primary goals of the initiative and ensure your goals align with whole of government and governmental strategies.
- Identify key stakeholders: determine who will be involved or affected by the initiative, including internal and external stakeholders.
- Assess strategic alignment: evaluate how the initiative fits within broader government priorities and existing policies or frameworks, ensuring relevance and value, including through determining alignment with capabilities as defined in the AGA’s Domain and Capability Model.
- Define core (high level) deliverables: determine the expected outcomes and outputs of the initiative, focusing on what must be achieved for success.
- Estimate resources and timelines: develop indicative high-level estimates of the resources required and the expected timeline for key phases.
- Set boundaries and constraints: identify the scope limitations, such as policy or regulatory constraints, budgetary limits and other potential challenges.
Resources
- Project kick-off workshop (Victoria Government, 2023)
- Digital Service Design Playbook (Queensland Government, 2023)
- Stakeholder mapping (Queensland Government, 2023)
- Create a multi-disciplinary team (Queensland Government, 2023)
Step 3: develop a project plan
Developing a plan is essential to outline the approach for commencing a policy initiative. This plan provides a clear roadmap for the activities, resources, and timelines needed to assess the feasibility and strategic alignment of the initiative before any work commences. A well-structured plan ensures that all stakeholders understand the objectives, approach, and governance required, setting the phase for an informed and organized journey.
Alongside your project plan you might also like to develop a risk assessment and mitigation plan. This will help you identify potential risks or challenges that could impact the project and develop mitigation strategies.
Include the following in your project plan:
- Objective and scope: a clear statement of the policy initiative’s purpose, goals, and high-level scope.
Key stakeholders
Identification of internal and external stakeholders who will be involved in or affected by the policy initiative. Develop a stakeholder engagement plan.
Approach and methodology
The framework or approach that will guide the development process, including research methods, stakeholder engagement, and consultation strategies. Include the skills and resources you need to deliver the approach and methodology.
Governance and approval
A description of the governance structures and decision-making process required for the initiative, including who will approve the plan.
Resources
Project plan (Digital Transformation Agency, 2025)
Risk assessment and mitigation plan (Digital Transformation Agency, 2025)
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Step 3: develop a project plan
Developing a plan is essential to outline the approach for commencing a policy initiative. This plan provides a clear roadmap for the activities, resources, and timelines needed to assess the feasibility and strategic alignment of the initiative before any work commences. A well-structured plan ensures that all stakeholders understand the objectives, approach, and governance required, setting the phase for an informed and organized journey.
Alongside your project plan you might also like to develop a risk assessment and mitigation plan. This will help you identify potential risks or challenges that could impact the project and develop mitigation strategies.
Include the following in your project plan:
- Objective and scope: a clear statement of the policy initiative’s purpose, goals, and high-level scope.
- Key stakeholders: identification of internal and external stakeholders who will be involved in or affected by the policy initiative. Develop a stakeholder engagement plan.
- Approach and methodology: the framework or approach that will guide the development process, including research methods, stakeholder engagement, and consultation strategies. Include the skills and resources you need to deliver the approach and methodology.
- Governance and approval: a description of the governance structures and decision-making process required for the initiative, including who will approve the plan.
Resources
- Project plan (Digital Transformation Agency, 2025)
- Risk assessment and mitigation plan (Digital Transformation Agency, 2025)
Tell us what you think
This toolkit is designed as a dynamic resource intended to evolve and improve over time.
The DTA is releasing this toolkit as an alpha version to get your feedback on the initial prototype. Help us build and improve on the toolkit, by sharing your experience with us.