Meeting the Digital Access Standard
The Access Standard is made up of 5 criteria agencies must follow to prioritise the reuse of an existing platform and consider the integration, consolidation and migration of access points.
To successfully apply the Access Standard, agencies must meet all the criteria. Agencies are strongly encouraged to consider how the criteria applies across the whole service lifecycle.
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 Investment Oversight Framework
Agencies are expected to consider how their proposal aligns to the Access 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 acknowledges that some agencies may be unable to meet one or more of the criteria set out by the Access Standard due to a range of circumstances.
Further information can be found in the Compliance, reporting and exemption guide.
Measuring success of the Digital Access Standard
The DTA will measure success by reporting on agencies’ compliance with the Access Standard.
Agencies are required to report on their compliance with the Access 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 digital services for individuals suitable for myGov this will apply from 1 January 2025
- For all other public facing digital services this will apply from 1 January 2026.
Further information can be found in the Compliance, reporting and exemption guide.
Criterion 1 – Understand how your users access services
Know where your users already go to access government services online
Understand your users’ interactions: Do research to understand where users already go to access similar digital services across government. Map the user’s journey to create a deeper understanding of how they engage with digital platforms. Take stock of the platforms or capabilities that could be used to support a better digital experience (see Criterion 3).
For replacement services, while the existing access point may be assessed as the best option, there may be instances where the replacement service could be consolidated with an alternative access point such as an agency website. When designing replacement services, consider if there is an opportunity to use another existing access point, for example a replacement service for individuals accessed through myGov.
- Increase discoverability: Consider how to increase the visibility of the service by understanding where users access government information and services. Understand the navigation pathways users take and use these to maximise discoverability of the service.
Evaluate if any existing access points are fit for purpose
- Assess existing access points: Identify existing access points that users interact with (also see Criterion 3). Determine if any existing access point will be fit for purpose for users of the digital service (see also Criterion 4).
- Know the context: Consider if the context is appropriate and if reusing an existing access point is the sensible approach. Determine whether incorporating the service as part of an existing platform enhances user experience.
- Understand the requirements: Consider factors such as the capabilities and requirements for the digital service and how existing access points might meet these requirements. Understand if there are specific requirements that stand out for the users.
- Assess the investment: Consider if an investment is required to provide access to the new service through an existing platform, either to uplift an existing access point, or further investment in the new service itself. Investigate cost-effectiveness to determine if reuse would be cost-prohibitive.
- Share learnings: Collaborate with other agencies to consider lessons learned and user insights to help inform continuous improvement of digital experiences across whole-of-government.
Questions for consideration
- Who are the target users of the new service?
- How are the intended users of the new service currently accessing government services online?
- Is there an existing access point already familiar to the users?
- Have you explored ways to overcome current blockers for your users when they are accessing digital services?
Guidance and resources
- Digital Access Standard Guidelines
- Data and Digital Government Strategy
- Digital Service Standard
Guidance to understand how your users access services
Criterion 2 – Define your service offering
Enhance digital experience with your service offering by using familiar platforms, products and capabilities
- Identify capabilities: Determine the outcomes the digital service enables and use these to inform the capabilities and functions required to achieve this and support the best experience for the users. Test the proposed digital service offering with target users to confirm and iterate the service offering to maximise uptake and make it relevant to the users.
- Reuse where available: Reuse existing capabilities when these meet the needs of the users. Understand how these capabilities will enhance the overall experience of users and support their rollout where appropriate.
- Consider common non-government capabilities: Understand non-government capabilities that users utilise and if they can be used to support or improve the overall digital experience.
Demonstrate that new access points and capabilities will provide future opportunities for reuse
- Ensure scalability and reusability: Where new capabilities are required, make sure these can accommodate reuse and future growth while maintaining performance.
- Learn from others: Engage across government to learn from others and apply these learnings across the development and design of the new service. Understand from others about how to incorporate reuse into the new service.
- Develop a roadmap: Document the plan to reuse new solutions in upcoming projects.
Questions for consideration
- What are the current pain points and needs of the target users that this digital service will address?
- Are there existing digital services/access points you should replace or consolidate to reach the optimal service offering for your new digital service?
- Is there an existing digital service doing it well that you could learn from?
- Should the service offering extend to pointing users to other related and complementary digital services?
Guidance and resources
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