Digital project research series
The digital project research series sees the Digital Transformation Agency (DTA) partner with academia and agencies to explore the most important issues influencing digital project performance. This series forms part of the DTA’s commitment to ensuring the Australian Government continuously improves how it designs and delivers digital projects including by drawing on global best practice and cutting-edge research.
Digital Project Governance Boards – Steering for Success
Assurance Research Series 02
A high-performing digital governance board is key to meeting the challenges that digital projects present. In partnership with the University of Queensland Business School, new guidance has been developed to support Senior Responsible Officials (SROs) and agency leaders in establishing high-performing governance boards for digital projects.
The guidance provides practical, evidence-based advice on board structure, the skills and behaviours needed for effective governance, and strategies to address common challenges throughout the project lifecycle. It also includes a self-assessment tool to help boards evaluate and strengthen their governance practices.
Assessing delivery confidence of digital projects
Assurance Research Series 01 – updated February 2026
The updated version includes improvements to reflect industry and academia feedback.
Assurance plays a key role in keeping decision-makers informed of the status of digital projects and helping focus attention where it is needed most. In partnership with the University of Sydney’s John Grill Institute for Project Leadership, new guidance has been prepared to support more effective assurance of digital projects.
This guidance is designed to ensure assurance activities appropriately consider the unique challenges and complexities of digital projects when forming Delivery Confidence Assessments (DCAs).
DCAs are an overall expression of the likelihood a digital project will deliver on expected benefits for Australians on time and on budget.
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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
- Have you considered how others have overcome similar issues across government?
Digital Experience Policy
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.
OffPolicy 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.au
The 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
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
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.