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• Understand your users’ interactions: Do research to understand where users already go to access similar digital services across government. Map the user’s journey to create a deeper understanding of how they engage with digital platforms. Take stock of the platforms or capabilities that could be used to support a better digital experience (see Criterion 3).  

  For replacement services, while the existing access point may be assessed as the best option, there may be instances where the replacement service could be consolidated with an alternative access point such as an agency website. When designing replacement services, consider if there is an opportunity to use another existing access point, for example a replacement service for individuals accessed through myGov.

• Increase discoverability: Consider how to increase the visibility of the service by understanding where users access government information and services. Understand the navigation pathways users take and use these to maximise discoverability of the service.

• Assess existing access points: Identify existing access points that users interact with (also see Criterion 3). Determine if any existing access point will be fit for purpose for users of the digital service (see also Criterion 4).
• Know the context: Consider if the context is appropriate and if reusing an existing access point is the sensible approach. Determine whether incorporating the service as part of an existing platform enhances user experience.
• Understand the requirements: Consider factors such as the capabilities and requirements for the digital service and how existing access points might meet these requirements. Understand if there are specific requirements that stand out for the users.
• Assess the investment: Consider if an investment is required to provide access to the new service through an existing platform, either to uplift an existing access point, or further investment in the new service itself. Investigate cost-effectiveness to determine if reuse would be cost-prohibitive.
• Share learnings: Collaborate with other agencies to consider lessons learned and user insights to help inform continuous improvement of digital experiences across whole-of-government.

• Who are the target users of the new service?
• How are the intended users of the new service currently accessing government services online?
• Is there an existing access point already familiar to the users?
• Have you explored ways to overcome current blockers for your users when they are accessing digital services?

• Digital Access Standard Guidelines
• Data and Digital Government Strategy
• Digital Service Standard

• Identify capabilities: Determine the outcomes the digital service enables and use these to inform the capabilities and functions required to achieve this and support the best experience for the users. Test the proposed digital service offering with target users to confirm and iterate the service offering to maximise uptake and make it relevant to the users.
• Reuse where available: Reuse existing capabilities when these meet the needs of the users. Understand how these capabilities will enhance the overall experience of users and support their rollout where appropriate.
• Consider common non-government capabilities: Understand non-government capabilities that users utilise and if they can be used to support or improve the overall digital experience.

• Ensure scalability and reusability: Where new capabilities are required, make sure these can accommodate reuse and future growth while maintaining performance.
• Learn from others: Engage across government to learn from others and apply these learnings across the development and design of the new service. Understand from others about how to incorporate reuse into the new service.
• Develop a roadmap: Document the plan to reuse new solutions in upcoming projects.

• What are the current pain points and needs of the target users that this digital service will address?
• Are there existing digital services/access points you should replace or consolidate to reach the optimal service offering for your new digital service?
• Is there an existing digital service doing it well that you could learn from?
• Should the service offering extend to pointing users to other related and complementary digital services?

• Digital Access Standard Guidelines
• Digital and ICT Reuse Policy
• Data and Digital Government Strategy
• Australian Government Architecture
• Digital Service Standard
• Commonwealth Procurement Rules

Review the AGA website and familiarise yourself with the capabilities, services, policies and standards that are relevant to your new digital service:

• use the AGA to identify existing platforms and capabilities that can support your service offering and meet your user needs. For example, you can search for capabilities related to identity and authentication, content management, or data analytics
• contact the owners or managers of the platforms and capabilities that you are interested in reusing, and ask them about the availability, suitability, interoperability, costs, and onboarding process for their solutions.

Compare the benefits and drawbacks of reusing existing platforms and capabilities across government versus developing new ones. Consider factors such as: 

• user experience
• functionality
• security
• compliance
• scalability
• maintainability.