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Step 1. Is the service an existing public-facing digital service
Does the service meet all 3 requirements?
- It’s an existing service.
- It’s a public-facing service.
- The service is digital.
If yes, continue to step 2 or If no, then no further action is required.
Step 2. Is the service informational or transactional
Determine if any of the following describe your service:
- The service is informational and/or transactional service, it provides information to users, such as reports, fact sheets or videos through government agency websites, smart answers, virtual assistants, e-learning, publications, online libraries, databases and data warehouses*.
- The service is a transactional service, it leads to a change in government-held records, typically involving an exchange of information, money, licences or goods such as logging into a portal or platform, submitting a claim, registering a business, updating contact details, lodging a tax return, subscribing to newsletters, grant applications and public consultation submissions*.
If yes, continue to step 3 or If no, then no further action is required.
Step 3. Page visits or transactions per annum
Review analytics to determine if the service has more than 50,000 page visits and/or transactions per annum.
If yes, complete the checklists (and steps) to determine if the service complies. or If no, then the policy still applies, however no action is required for reporting compliance.
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No Further Action
Existing public-facing digital service
Note: If it’s a new or a replacement digital service, visit digital.gov.au/policy/digital-experience for further information.
Informational or transactional service
Note: These descriptions are a guide only. A service may still be defined as transactional and/or informational if it does not match the examples set out above.
Page visits or transactions
Reporting on compliance is only for services with more than 50,000 page visits and/or transactions per annum.
Note: the policy still applies to services with fewer than 50,000 page visits and/or transactions, though for reporting it focuses resources and compliance efforts on high-impact services. This makes sure the most widely used digital services adhere to the policy standards and smaller-scale services can operate with greater flexibility.
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No further action occurs when:
It is not an existing public-facing digital service
Note: If it’s a new or a replacement digital service, visit digital.gov.au/policy/digital-experience for further information.
It is not an informational or transactional service
Note: These descriptions are a guide only. A service may still be defined as transactional and/or informational if it does not match the examples set out above.
It does not exceed 50,000 page visits or transactions
Reporting on compliance is only for services with more than 50,000 visits and/or transactions per annum.
Note: the policy still applies to services with fewer than 50,000 page visits and/or transactions focuses resources and compliance efforts on high-impact services. This makes sure the most widely used digital services adhere to the policy standards and smaller-scale services can operate with greater flexibility.
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It is not an existing public-facing digital service
Note: If it’s a new or a replacement digital service, visit digital.gov.au/policy/digital-experience for further information.
It is not an informational or transactional service
Note: These descriptions are a guide only. A service may still be defined as transactional and/or informational if it does not match the examples set out above.
It does not exceed 50,000 page visits or transactions
Reporting on compliance is only for services with more than 50,000 visits and/or transactions per annum.
Note: the policy still applies to services with fewer than 50,000 page visits and/or transactions focuses resources and compliance efforts on high-impact services. This makes sure the most widely used digital services adhere to the policy standards and smaller-scale services can operate with greater flexibility.
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Digital Experience Policy checklists and process
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Compliance, reporting and exemption guide
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Digital Experience Policy (DX Policy) compliance, reporting and exemption information for digital government services.
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This guide contains information about:
- the Digital Experience Policy (DX Policy)
- compliance and reporting under the DX Policy
- standards that apply to existing and new or replacement digital services
- compliance processes through the Investment Oversight Framework (IOF)
- exemption types, exemption application processes and scenarios.
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This guide provides information about DX Policy processes. It does not provide guidance on meeting the criteria set out within each standard. For information about criteria, see the Digital Experience Policy.
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The Digital Experience Policy
The Digital Experience Policy (DX Policy) sets agreed benchmarks for the performance of digital services.
It supports agencies to design and deliver better experiences by considering the broader digital service ecosystem and data on real-world use.
Policy compliance
Agencies must comply with the DX Policy and the 4 standards in the design and delivery of applicable digital government services.
Compliance refers to an agency meeting the requirements of the DX Policy and its accompanying standards. This means making sure your service complies with the criteria in each of the applicable standards for the service.
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More information
The Investment Oversight Framework (IOF).
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The Compliance, reporting and exemption guide helps government understand compliance, reporting and exemption processes for their digital service under the Digital Experience Policy.
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Digital Service Standard checklist
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The Digital Service Standard is made up of 10 criteria to help agencies design and deliver services that are user-friendly, inclusive, adaptable and measurable. To successfully apply the standard, agencies must meet all the criteria.
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The requirements for each criterion are listed below, along with a brief description and best practice guidance to meet the requirements.
Criterion 1 – Have clear intent
Criterion requirements
To successfully meet this criterion, agencies need to:
- develop a business case for change
- survey the policy and service landscape
- understand the service’s lifecycle
- adopt an agile methodology.
For existing services, this means that agencies should have clearly identified the purpose for the service, the problem it is addressing and the whole of government priorities it is contributing towards.
Concepts or actions to address
- The current problem statement for the service is clear and addressed: Consider the problems the service needs to solve and why they are important. Clearly state the risks of actionand inaction, who might be impacted by the service, potential barriers to success and any knowledge gaps.
- Government priorities the service is contributing towards have been identified: Review government policies and existing initiatives and map the problem to relevant strategic objectives and priorities. Engage with stakeholders involved in related government initiatives to gain insights into government approaches and successes.
Optional: Describe how the digital service complies with this criterion, referencing best practice approaches deployed where possible.
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This guide provides information about DX Policy processes. It does not provide guidance on meeting the criteria set out within each standard. For information about criteria, see the Digital Experience Policy.
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Compliance through the IOF
Compliance information helps the Digital Transformation Agency (DTA) provide government with advice on how agencies are supporting whole-of-government strategies. Compliance and performance data is used to monitor the government’s digital ecosystem.
As part of this, DTA identify exemplary services as well as systems or areas requiring uplift.
Factoring compliance into the Investment Oversight Framework (IOF)
Compliance is factored into the IOF through:
- DTA’s advice to government ensures proposals are robust and meet whole-of-government digital standards
- the development of an agency’s Assurance Plan for their proposal in accordance with the Assurance Framework for digital and ICT Investments.
Commitment to DX Policy and standards
When providing advice to government, DTA factors in a proposal’s ability to demonstrate a commitment to comply with:
- the DX Policy
- the DX Policy supporting standards.
More information
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Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.