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Your responsibilities
To successfully meet this criterion, agencies will need to:
- follow guidance on critical and emerging technologies
- maintain interoperability in the face of new technology
- track adoption of new technology.
When to apply
Apply Criterion 8 during Discovery and Alpha to deliver modern, high-quality services.
Consider this criterion throughout the Service design and delivery process to keep the service at pace with changing user expectations.
Questions for consideration
- How does a new technology benefit the service?
- How will agencies validate that a new technology is interoperable with services?
- What can be learnt from other agencies’ experiences?
- What are the ongoing requirements of supporting a new technology?
How to apply criterion 8
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Continuous monitoring and measurement of services will ensure they operate smoothly, remain secure and cater for users’ evolving needs.
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Your responsibilities
To successfully meet this criterion, agencies will need to:
- establish a baseline for the service
- identify the right performance indicators
- measure, report and improve according to strategies.
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When to apply
Apply Criterion 9 during Beta and Live and consider it during Discovery. Collate metrics and monitor the service with a holistic approach and report results to build government’s view of its services landscape.
Adhere to Criterion 9 across the Service design and delivery process to promote continuous improvement.
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Questions for consideration
- What attributes are currently being measured?
- What do existing results say about the service or opportunity?
- What is the story that the data tells us?
- How have results changed over time?
- What service improvements are necessary?
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Your responsibilities
To successfully meet this criterion, agencies will need to:
- establish a baseline for the service
- identify the right performance indicators
- measure, report and improve according to strategies.
When to apply
Apply Criterion 9 during Beta and Live and consider it during Discovery. Collate metrics and monitor the service with a holistic approach and report results to build government’s view of its services landscape.
Adhere to Criterion 9 across the Service design and delivery process to promote continuous improvement.
Questions for consideration
- What attributes are currently being measured?
- What do existing results say about the service or opportunity?
- What is the story that the data tells us?
- How have results changed over time?
- What service improvements are necessary?
How to apply criterion 9
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By responding to users’ feedback and changing needs with impactful improvements, the service will remain fit for purpose.
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Your responsibilities
To successfully meet this criterion, agencies will need to:
- improve the service across its life
- schedule regular assessments
- communicate service upgrades.
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When to apply
Apply Criterion 10 during Beta and Live phases to test the effectiveness of improvements with users.
Consider this criterion across the Service design and delivery process to ensure the service remains fit for purpose.
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Questions for consideration
- What is outdated or needs improving?
- What is and isn’t working?
- What feedback has been received?
- How will changes be communicated?
- How do improvements align with the performance indicators set?
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Guidance and resources Off
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Your responsibilities
To successfully meet this criterion, agencies will need to:
- improve the service across its life
- schedule regular assessments
- communicate service upgrades.
When to apply
Apply Criterion 10 during Beta and Live phases to test the effectiveness of improvements with users.
Consider this criterion across the Service design and delivery process to ensure the service remains fit for purpose.
Questions for consideration
- What is outdated or needs improving?
- What is and isn’t working?
- What feedback has been received?
- How will changes be communicated?
- How do improvements align with the performance indicators set?
How to apply criterion 10
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Meeting the Digital Service Standard
The Digital Service Standard is made up of 10 criteria to help government agencies design and deliver services that are user-friendly, inclusive, adaptable and measurable.
To successfully apply Digital Service Standard, government agencies must meet all the criteria.
The Digital Service Standard expects that agencies are working in an agile way, based on agile values and principles and using agile tools and techniques. Each criterion links to the most relevant stage/s of the Service design and delivery process. However, agencies are strongly encouraged to consider how the criterion applies across the whole service lifecycle and not just in the single phase identified.
It is recommended that agencies consider the non-digital experience of users to make sure services are inclusive and accessible for all.
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Measuring success of the Digital Service Standard
We will measure success by reporting on agencies’ compliance with the Digital Service Standard.
The DTA will provide oversight of adherence to the Digital Service Standard by collecting self-assessed and quantitative data from agencies. The Digital Service Standard will be implemented in line with existing processes, such as the IOF and Wave, where appropriate, to reduce administrative and compliance burden on agencies.
Agencies must report on compliance with the Digital Service Standard to the DTA within specified timeframes and maintain continuous improvement against performance measures.
- For new services, this will apply from 1 July 2024.
- For existing public-facing services, this will apply from 1 July 2025.
We will engage with stakeholders on the implications of compliance and develop a reporting framework before reporting requirements are put in place.
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Next page: Measuring success of the Digital Service Standard
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Next page: Criterion 1 – Have a clear intent
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Next page: Meeting the Digital Performance Standard
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