Criterion 5 – Provide flexibility and choice
Your responsibilities
To successfully meet this criterion, you need to:
- provide flexibility and choice, where available, for how users engage with your digital service
- create seamless experiences across service delivery channels.
When to apply
Apply Criterion 5 in Alpha and Beta as you integrate service features.
Apply Criterion 5 across the Service design and delivery process to ensure seamless experiences are upheld across service delivery channels.
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Questions for consideration
- How can we integrate the digital services with non-digital pathways?
- How can we create a seamless experience before, during and after the user interactions?
- For those who need it then, what alternate channels exist for users to interact with your service?
Guidance and resources
- Services Australia CX Standard
Your responsibilities
To successfully meet this criterion, you need to:
- provide flexibility and choice, where available, for how users engage with your digital service
- create seamless experiences across service delivery channels.
When to apply
Apply Criterion 5 in Alpha and Beta as you integrate service features.
Apply Criterion 5 across the Service design and delivery process to ensure seamless experiences are upheld across service delivery channels.
Questions for consideration
- How can we integrate the digital services with non-digital pathways?
- How can we create a seamless experience before, during and after the user interactions?
- For those who need it then, what alternate channels exist for users to interact with your service?
How to apply criterion 5
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Digital solutions and services
After speaking with AMo, this section will prob be replaced with link off to the AGA site as a campaign. Leave it with me
The Observatory supports understanding how people interact with the government online.
Design Standards for Whole of Australian Government (WoG) Application Programming Interfaces (API)s.
Australian Government Architecture (AGA) guides on how to align to the digital directions of government.
Information about the gov.au domain space, and links to gov.au domain registration and management services.
BuyICT, supporting our agencies to buy digital products and services from sellers.
Digital Capability Assessment Process (DCAP) ensures alignment with Cabinet-agreed digital policies and standards.
GovCMS, providing the tools you need to create and host secure, modern and accessible websites.
The Observatory supports understanding how people interact with the government online.
Design Standards for Whole of Australian Government (WoG) Application Programming Interfaces (API)s.
Protect your systems & data from cyber threats by following the latest Australian Signals Directorate guidance.
Australian Government Architecture (AGA) guides on how to align to the digital directions of government.
Digital Capability Assessment Process (DCAP) ensures alignment with Cabinet-agreed digital policies and standards.
Information about the gov.au domain space, and links to gov.au domain registration and management services.
Freedom of Information (FOI) guidance from the Office of the Australian Information Commissioner (OAIC).
Manage government systems and data holdings, effectively and securely with the Hosting Certification Framework
BuyICT, supporting our agencies to buy digital products and services from sellers.
A wide range of privacy topics that apply to organisations or government agencies from the OAIC.
Turn content into machine-readable code to improve digital service delivery for everyone.
GovCMS, providing the tools you need to create and host secure, modern and accessible websites.
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The Digital Experience and Life Events Community
Bringing practitioners together from across government to exchange ideas, showcase their work and explore world leading best practice.
Digital content creation
Put people’s needs at the centre of your digital content. The Style Manual is the definitive resource for Australian Government, making information easy to read, accessible and inclusive.
APS Experience Design Principles
Provides guidance for embedding human-centred design approaches into the creation of new services and the improvement of existing ones. The principles apply across all channels, whether people are interacting with government and its services online, on the phone or in person.
Manage government systems and data holdings, effectively and securely with the Hosting Certification Framework