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OffThe scope of the Policy
The DX Policy will be effective from 1 January 2025 and applies to Corporate and Non-Corporate Commonwealth Entities, as defined by the Public Governance, Performance and Accountability Act 2013.
Services delivered after this date will be subject to requirements under the DX Policy. Compliance and processes will also commence from this date.
Agencies in scope of the DX Policy are expected to review and understand each Standard to determine which services are in scope of the requirements.
Services not covered by the DX Policy, for example state and territory services, may still choose to apply the DX Policy and standards to improve a quality digital experience for their users.
Note: The previously mandated Digital Service Standard will retain its effective date of 1 July 2024. However, from 1 January 2025 it will be aligned to the Digital Experience Policy suite of standards.
Services covered by the Digital Experience Policy
The Digital Experience Policy covers the digital components of government services, noting that many services include both digital and non-digital channels designed to work together.
This Policy applies to digital services with multimedia and gamified elements.
Informational, transactional and staff-facing services have been defined below to assist agencies to determine if this policy applies to their digital services.
Benefits of a Digital Experience Policy
Over the past decade, digital government services have expanded rapidly, providing new ways for people and business to access information, complete tasks, and seek assistance. However, a history of siloed delivery and uneven digital maturity has created fragmented service experiences.
A coordinated focus on digital experience help address these challenges. It ensures that services are designed and delivered in a way that is user-friendly, inclusive, and efficient.
Focusing on digital experience enables:
- More equitable access to services
- Reduced duplication of effort and resources
- Better-informed investment decisions, supported by data and insights
This also strengthens whole-of-government strategic alignment and improves the quality of future investments.
The Standards
The Policy is underpinned by four supporting standards, each addressing a core element of high-quality digital service delivery:
- Digital Service Standard: sets the requirements for designing and delivering digital government services.
- Digital Inclusion Standard: sets the requirements for inclusive and accessible digital government experiences.
- Digital Access Standard: sets the requirements for agencies to reduce duplication of entry points, supporting unified access to digital government services for people and business.
- Digital Performance Standard: sets the approach for monitoring digital service performance and using insights to drive ongoing improvement.
Services covered by the DX Policy
The DX Policy is mandatory and applies to informational and transactional digital services that are:
- subject to the requirements of the Investment Oversight Framework (IOF)
- new or replacement public-facing services
- new staff-facing services
- all existing public-facing services.
The DX Policy covers the digital components of government services, noting that many services include both digital and non-digital channels designed to work together.
This Policy applies to digital services with multimedia and gamified elements.
Informational, transactional and staff-facing services have been defined below to assist agencies to determine if this policy applies to their digital services.
Informational services
Informational services provide information to users, such as reports, fact sheets or videos. They may include:
- government agency websites
- smart answers and virtual assistants
- e-learning
- publications
- online libraries
- databases and data warehouses.
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Transactional services
Transactional services lead to a change in government-held records, typically involving an exchange of information, money, licences or goods.
Examples of transactional services include:
- logging in to a portal or platform
- submitting a claim
- registering a business
- updating contact details
- lodging a tax return
- subscribing to newsletters
- grant applications
- public consultation submissions.
For information on how ‘portals’ are defined, please refer to the AGA.