Your responsibilities
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.
When to apply
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.
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Questions for consideration
- 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?
Guidance and resources
- Digital Performance Standard Guidance
- Digital Service Standard
- GOV UK – Monitoring the status of your service
Your responsibilities
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.
When to apply
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.
Questions for consideration
- 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?
How to apply criterion 2
Criterion 3 – Measure the success of your digital service
Your responsibilities
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.
When to apply
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.
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Questions for consideration
- 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?
Guidance and resources
- Digital Performance Standard Guidance
- Digital Service Standard
- GOV.UK – Measuring the success of your service
Your responsibilities
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.
When to apply
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.
Questions for consideration
- 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?
How to apply criterion 3
Criterion 4 – Measure if your digital service is meeting customer needs
Your responsibilities
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.
When to apply
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.
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Questions for consideration
- 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?
Guidance and resources
- Digital Performance Standard Guidance
- GOV UK – Measuring user satisfaction
- Services NSW – Customer commitments
- Digital Service Standard
- The Australian Privacy Principles (oaic.gov.au)
Your responsibilities
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.
When to apply
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.
Questions for consideration
- 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?