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Transform your approach
Innovate, solve and excel to deliver world class digital services.
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Supporting government to source ICT products and services, find sellers and discover existing government platforms
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© Commonwealth of Australia. With the exception of the Commonwealth Coat of Arms and where otherwise noted, this work is licensed under the CC BY 4.0 license.
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Your responsibilities
To successfully meet this criterion, agencies need to:
- communicate the benefits of adopting a digital channel
- understand the motivations of your audience
- make the digital service easy to use.
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When to apply
Apply Criterion 2 throughout Discovery as you gather research and insights on your target audience. Revisit this criterion:
- once you go Live and assess uptake of your service
- across the Service design and delivery process to remain relevant as users wants and needs evolve.
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Questions for consideration
- What needs or goals motivate users to engage digitally?
- Have we gathered feedback or analytics to understand user needs?
- How might we customise the user experience to resonate with diverse user needs?
- Have we addressed digital barriers causing users to seek alternate service delivery channels?
- Have you considered how others have overcome similar issues across government?
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Suggested activities to apply it
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DTA digital policy & standards
Improving the experience for people and businesses interacting digitally with government information and services.
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Previous criterion
Go back to the Digital Service Standard.
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Join the APS ...
... and make good things happen
From traineeships to full time, part time and temporary or non-ongoing roles across a range of locations in Australia and overseas.
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Criterion 3 – Protect users
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Create an environment where users feel safe to foster trust and participation for a more inclusive digital community.
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Your responsibilities
To successfully meet this criterion, agencies need to:
- establish and maintain a safe digital environment for users
- counter scams and misinformation
- provide transparency and feedback loops.
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When to apply
Apply Criterion 3 throughout Live as you build and maintain a safe user environment.
Revisit this criterion across the Service design and delivery process to ensure Safety by design principles are incorporated where appropriate.
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Questions for consideration
- How can we establish confidence and trust among users?
- Are we clear about potential risks to users and proactive in mitigating these risks?
- How can we monitor and respond to safety-related incidents quickly?
- Have we incorporated safeguards that allow services to be used in public spaces, such as libraries and service centres?
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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.