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Digital Experience Policy
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The Digital Experience Policy (DX Policy) is mandated and came into effect from 1 January 2025. It is supported by four standards, which together form the core requirements for delivering consistent and high-quality digital government services.
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The four standards in the Digital Experience Policy – the Digital Access Standard, Digital Inclusion Standard, Digital Service Standard and Digital Performance Standard – have touchpoints across all six states of the Investment Oversight Framework (IOF).
Stage 1 of the IOF, strategic planning, involves all standards except for the Digital Access Standard.
Stage 2 of the IOF, prioritisation, has touchpoints with the Digital Access Standard and the Digital Performance Standard.
Stage 3, contestability, and stage 4, assurance, involve all four standards.
Stage 5, digital sourcing, involves all of the standards except for the Digital Access Standard.
Stage 6, operations, involves all four standards.
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Policy application and compliance
Existing services
All existing, public facing services are required to comply with:
• the Digital Service Standard and
• the Digital Inclusion Standard
Any reporting requirements will be for services with more than 50,000 end-to-end transactions and/or page visits per year.
New or replacement services
New or replacement services which are subject to the IOF must apply the DX Policy and any applicable standards across all states of the IOF.
Agencies are required to demonstrate compliance through DTA’s current and any future data collection activities that support the IOF, these may include:
- Digital Prioritisation Data Collection Process
- Digital Capability Assessment Process (DCAP)
- Assurance Framework
- Approved Programs Collection.
If your digital service is subject to the IOF and you have questions about the existing data collection activities, contact investment@dta.gov.auThe DTA will regularly review the Policy and its standards, along with associated compliance mechanisms, to ensure that they remain effective and fit for purpose. Further guidance on compliance and alignment to the IOF can be found in the Compliance, reporting and exemption guide.
Definitions
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Access Points
Access Points are the online entry points or ‘front doors’ where users go to find and interact with government digital services. Access points for digital services typically take the form of:
- informational websites
- web applications accessed from a web browser
- online portals or platforms
- mobile apps
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Digital experiences
Digital experiences are the interactions and engagements a user has with a digital service, including its useability and design and the overall user satisfaction.
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Digital inclusion
The premise of digital inclusion is that everyone should be able to make full use of digital technologies and the benefits they bring, while avoiding their potential negative consequences' (Source - What is digital inclusion? - Page 3 of Australian Digital Inclusion Index)
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Digital service
A digital service refers to the components of an interaction that a user directly engages with when accessing information, completing a task, or seeking assistance through digital means. It includes all user-facing digital touchpoints that facilitate this interaction, such as:
- Websites and informational pages
- Online forms and applications
- Self-service portals
- Digital communication channels, including chatbots and feedback submission forms
The boundary of a digital service typically covers all use-facing elements involved in the interaction and service delivery, including the service interface, processes handling user inputs, and the immediate responses generated by the system.
Digital services exclude internal backend systems, workflows, administrative processes, and manual interventions that support the service but are not visible to or directly interacted with by the user.
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Existing services
Services that have been fully deployed to a live environment where they are currently being accessed by users. Examples include:
- An existing website for a government department with subpages
- A website or app required for users to complete tasks or find information
- A digital portal to access multiple service
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Informational services
Informational services primarily provide users with access to knowledge, guidance, or content to support decision-making, learning, or understanding, without requiring the user to complete a formal transaction. Examples include:
- Agency web pages providing guidance, policies, or program information
- Frequently asked questions
- News updates, alerts, or newsletters
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New services
Services in the design and delivery process with the overall aim to be deployed to a live environment for the first time to their targeted user base. Examples include:
- Creating a website for a new government entity
- Developing a website or app for a new service offering
- Delivering an information site on a specific topic with its own domain
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Redesigned services
Services that have undergone significant changes to its user experience. Examples include:
- changing the user interface
- changing the user journey for a transaction
- adding new functions
- rebranding the design theme
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Replacement services
Services that have been launched in place of a previous service that was retired. Examples include:
- moving from a legacy system to a completely new digital service or
- replacing a manual or paper process with a digital/ online service.
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.