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The Digital Service Standard establishes the requirements for designing and delivering digital government services. The Standard puts people and business at the centre of government digital service delivery. It guides digital teams to create and maintain digital services that are user-friendly, inclusive, adaptable and measurable.

IOF touchpoints

• State 1 Strategic planning: Data on compliance with the Digital Service Standard will indicate which systems or areas require uplift.
• State 3 Contestability: Assessment will be undertaken to determine if proposals have a plan to meet the Digital Service Standard requirements.
• State 4 Assurance: Monitoring and assurance will be undertaken to understand if the service is being delivered in line with the Digital Service Standard as planned.
• State 5 Digital sourcing: Digital Service Standard requirements should be considered throughout procurement practices.
• State 6 Operations: Compliance data will drive continuous improvement, targeted insights and a feedback loop to support strategic planning and prioritisation.

The Digital Inclusion Standard establishes specific requirements for designing and delivering inclusive and accessible digital government services through best practice principles, building on the criteria set out by the Digital Service Standard.

IOF touchpoints

• State 1 Strategic planning: Data on compliance with the Digital Inclusion Standard will indicate which systems or areas require uplift.
• State 3 Contestability: Assessment will be undertaken to determine if proposals have a plan to meet minimum inclusion requirements, as set out in the Digital Inclusion Standard.
• State 4 Assurance: Monitoring and assurance activities will determine if the service is being delivered in line with the Digital Inclusion Standard as planned.
• State 5 Digital sourcing: Digital Inclusion Standard requirements should be considered throughout procurement practices.
• State 6 Operations: Monitoring and reporting will determine agency compliance with inclusion requirements, using existing mechanisms such as the digital and ICT Approved Programs Collection, also referred to as Wave.

The Digital Access Standard requires agencies to make more informed investment decisions and reduce the duplication of digital ‘front doors’, wallets and other government digital services to provide people and business with a more unified experience when interacting with Australian Government. 

Performance of the Digital Access Standard will be monitored and managed through a Digital Register that will track current digital service access points.

IOF touchpoints

• State 2 Prioritisation: Assessment to understand if a proposed new access point has been considered or planned for integration with an existing access point (including in any indicative or high-level costs provided during this IOF state).
• State 3 Contestability: Assessment to ensure proposals have considered and planned for integration with existing access points and that solutions will be interoperable, in line with the requirements of the Digital Access Standard.
• State 4 Assurance: Monitoring and assurance to understand if the service is being delivered in line with planned integration to access points, in line with the requirements in the Digital Access Standard.
• State 6 Operations: Ongoing monitoring of digital access points to track agency compliance and progress in simplifying the digital service ecosystem, using existing mechanisms such as the digital and ICT Approved Programs Collection (referred to as Wave).

The Digital Performance Standard builds upon the Digital Service Standard Criteria 9 – Monitor your service and establishes the requirements for monitoring and reporting the performance of government digital services. Providing a greater focus on the performance of digital services, the Digital Performance Standard supports the Data and Digital Government Strategy’s mission to put people and business at the centre of government digital services. 

It sets an approach to monitor digital performance across components of digital government services and supports data-driven digital and ICT investment decisions. It will provide the ability to monitor digital services to make sure they are: 

• available
• accessible
• meeting customer needs. 

It will provide additional data to assist in assuring benefits are realised under the Benefits Management Policy (where benefits intersect with included metrics).

IOF touchpoints

• State 1 Strategic planning: Performance data will support and monitor the digital ecosystem and the identification of exemplary services, or those requiring uplift.
• State 2 Prioritisation: Performance data will enable evidence-based decision making to support prioritisation of new investment proposals, and understand their potential impact on user experience.
• State 3 Contestability: Assessment will ensure that proposals have planned for and will be able to comply with minimum performance monitoring requirements, as set out in the Digital Performance Standard.
• State 4 Assurance: Monitoring and assurance activities will determine if the service is being delivered in line with the Digital Performance Standard as planned.
• State 5 Digital sourcing: Consideration of the need to measure service performance throughout ICT procurement practices.
• State 6 Operations: Data will provide validation and increased certainty to government to assist decision making, including where metrics intersect with identified benefits. Existing mechanisms such as the digital and ICT Approved Programs Collection (referred to as Wave) will be used.

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.

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