Your responsibilities
To successfully meet this criterion, agencies will need to:
- follow guidance on critical and emerging technologies
- maintain interoperability in the face of new technology
- track adoption of new technology.
When to apply
Apply Criterion 8 during Discovery and Alpha to deliver modern, high-quality services.
Consider this criterion throughout the Service design and delivery process to keep the service at pace with changing user expectations.
Off
Questions for consideration
- How does a new technology benefit the service?
- How will agencies validate that a new technology is interoperable with services?
- What can be learnt from other agencies’ experiences?
- What are the ongoing requirements of supporting a new technology?
Your responsibilities
To successfully meet this criterion, agencies will need to:
- follow guidance on critical and emerging technologies
- maintain interoperability in the face of new technology
- track adoption of new technology.
When to apply
Apply Criterion 8 during Discovery and Alpha to deliver modern, high-quality services.
Consider this criterion throughout the Service design and delivery process to keep the service at pace with changing user expectations.
Questions for consideration
- How does a new technology benefit the service?
- How will agencies validate that a new technology is interoperable with services?
- What can be learnt from other agencies’ experiences?
- What are the ongoing requirements of supporting a new technology?
How to apply criterion 8
Your responsibilities
To successfully meet this criterion, agencies will need to:
- establish a baseline for the service
- identify the right performance indicators
- measure, report and improve according to strategies.
When to apply
Apply Criterion 9 during Beta and Live and consider it during Discovery. Collate metrics and monitor the service with a holistic approach and report results to build government’s view of its services landscape.
Adhere to Criterion 9 across the Service design and delivery process to promote continuous improvement.
Off
Questions for consideration
- What attributes are currently being measured?
- What do existing results say about the service or opportunity?
- What is the story that the data tells us?
- How have results changed over time?
- What service improvements are necessary?
Your responsibilities
To successfully meet this criterion, agencies will need to:
- establish a baseline for the service
- identify the right performance indicators
- measure, report and improve according to strategies.
When to apply
Apply Criterion 9 during Beta and Live and consider it during Discovery. Collate metrics and monitor the service with a holistic approach and report results to build government’s view of its services landscape.
Adhere to Criterion 9 across the Service design and delivery process to promote continuous improvement.
Questions for consideration
- What attributes are currently being measured?
- What do existing results say about the service or opportunity?
- What is the story that the data tells us?
- How have results changed over time?
- What service improvements are necessary?
How to apply criterion 9
Your responsibilities
To successfully meet this criterion, agencies will need to:
- improve the service across its life
- schedule regular assessments
- communicate service upgrades.
When to apply
Apply Criterion 10 during Beta and Live phases to test the effectiveness of improvements with users.
Consider this criterion across the Service design and delivery process to ensure the service remains fit for purpose.
Off
Questions for consideration
- What is outdated or needs improving?
- What is and isn’t working?
- What feedback has been received?
- How will changes be communicated?
- How do improvements align with the performance indicators set?
Guidance and resources
Off
Your responsibilities
To successfully meet this criterion, agencies will need to:
- improve the service across its life
- schedule regular assessments
- communicate service upgrades.
When to apply
Apply Criterion 10 during Beta and Live phases to test the effectiveness of improvements with users.
Consider this criterion across the Service design and delivery process to ensure the service remains fit for purpose.
Questions for consideration
- What is outdated or needs improving?
- What is and isn’t working?
- What feedback has been received?
- How will changes be communicated?
- How do improvements align with the performance indicators set?
How to apply criterion 10
Meeting the Digital Service Standard
The Service Standard is made up of 10 criteria to help government agencies design and deliver services that are user-friendly, inclusive, adaptable, and measurable.
To successfully apply the Service Standard, government agencies must meet all the criteria.
The Service Standard expects that agencies are working in an agile way, based on agile values and principles and using agile tools and techniques. Each criterion links to the most relevant stage/s of the Service Design and Delivery Process. However, agencies are strongly encouraged to consider how the criterion applies across the whole service lifecycle and not just in the single phase identified.
It is recommended that agencies also consider the non-digital experience of users to make sure services are inclusive and accessible for all.
Alignment with the IOF
Agencies are expected to consider how their proposal aligns to the Service Standard throughout all the IOF states. A diagram showing how each standard applies across the IOF touchpoints can be found within the Digital Experience Policy.
Exemptions
The DTA acknowledge that some agencies may be unable to meet one or more of the criteria set out by the Service Standard due to a range of circumstances.
Further information can be found in the Compliance, Reporting and Exemption Guide.
Measuring success of the Digital Service Standard
We will measure success by reporting on agencies’ compliance with the Service Standard.
Agencies are required to report on their compliance with the Service Standard to the DTA within specified timeframes and maintain continuous improvement against performance measures.
Agencies are required to demonstrate compliance through DTA’s current and any future data collection activities that support the IOF.
- For new and replacement services this will apply from 1 July 2024
- For existing public facing services this will apply from 1 July 2025
Further information can be found in the Compliance, Reporting and Exemption Guide.