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To successfully meet this criterion, agencies need to:

• identify the most appropriate measure to monitor availability
• monitor the availability of the digital service based on expected user outcomes
• act to improve user outcomes. 

Apply Criterion 2 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to build government’s view of its digital services landscape. 

The Digital Performance Standard sets the expectation that at a minimum agencies should measure uptime to monitor the availability of the digital service, in line with the industry-standard approach. Where your agency has a mature monitoring framework in place, a more user-centric, comprehensive monitoring approach should be implemented as best practice.

Applying Criterion 2 should focus on the end-user experience to promote continuous improvement of your digital service.

• Can users access the digital service as intended?
• How does your agency currently monitor digital service availability?
• What story might the digital service availability metrics tell you?
• What service improvements are necessary?

• Digital Performance Standard Guidance
• Digital Service Standard
• GOV UK – Monitoring the status of your service

To successfully meet this criterion, agencies need to:

• understand what success looks like for the digital service
• identify the most appropriate measure to monitor the success of the digital service
• regularly measure and monitor the effectiveness of the digital service and act to improve outcomes. 

Apply Criterion 3 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to help government understand the impact and benefits of its ICT investments.

The Digital Performance Standard sets the expectation that, at a minimum, agencies should be monitoring how well they support users to finish the tasks they start in digital services. Where your agency has a mature monitoring framework in place, a more comprehensive monitoring approach that captures data along the user’s digital journey should be implemented as best practice.

Monitor Criterion 3 to evaluate the effectiveness of the digital services and identify areas for continuous improvement.

• What does success look like for the digital service?
• What rate of users complete their end-to-end transaction online?
• What data can be collected along the user journey?
• How can agencies support users to finish the online tasks they start?

• Digital Performance Standard Guidance
• Digital Service Standard
• GOV.UK – Measuring the success of your service

To successfully meet this criterion, agencies need to:

• identify the most appropriate measure to monitor the satisfaction rates of the digital service
• give users the ability to rate their satisfaction/dissatisfaction
• continuously monitor customer satisfaction of the digital service and act to improve outcomes. 

Apply Criterion 4 at all times in the Live environment and consider it during Discovery. Compile metrics and monitor the digital service with a holistic approach. Report the results to build government’s view of its digital services landscape. 

Customer satisfaction is an industry-standard measure of digital service quality. At a minimum, customer feedback channels should be available on each page and at the end of a digital transaction. 

A mature monitoring framework:

• adopts a best practice approach 
• integrates feedback tools as users actively use digital services
• surpasses baseline requirements and provides in-depth insights on the user experience. 

Apply Criterion 4 to encourage user-centred design and contribute to internal continuous improvement processes.

• Can users easily provide feedback within their digital experience?
• What can be learnt about the customer’s journey?
• What can agencies learn from digital services that have high customer satisfaction?
• Are user expectations aligned to their actual experience?
• What impacts factor into customer satisfaction?

• Digital Performance Standard Guidance
• GOV UK – Measuring user satisfaction
• Services NSW – Customer commitments
• Digital Service Standard
• The Australian Privacy Principles (oaic.gov.au)