Staff-facing services
Staff-facing services provide information to government employees or support employee transactions. They may include:
- intranets
- learning management systems
- records management systems
- case/client management systems
- decision-making systems
- any systems or platforms utilised by staff.
Implementation timeline
For new public-facing services
- The Service Standard came into effect on 1 July 2024
- The Inclusion and Performance Standards came into effect on 1 January 2025
- The Access Standard came into effect on 1 January 2025 for services suitable for myGov.
- The Access Standard came into effect on 1 January 2026 for individuals not suitable for myGov, as well as for business and providers.
For new staff-facing services
- The Service Standard came into effect on 1 July 2024
- The Inclusion Standard came into effect on 1 January 2025.
For existing public-facing services
- The Service Standard came into effect on 1 July 2025
- The Inclusion Standard came into effect on 1 January 2026
Agencies are responsible for reviewing each standard and determining which of their services fall within scope.
While the Policy does not apply to state or territory services, agencies outside the mandatory scope are encouraged to adopt the standards to improve user experience.
Governance approach
The Digital Transformation Agency (DTA) is the product owner of the DX Policy and accompanying standards. This includes:
- the ongoing day-to-day operation of the policy and standards
- developing guidance to support agencies to apply the standards
- the collection and analysis of data related to agency compliance
- assessment of services through the IOF process
- reporting outcomes and compliance to Secretaries’ Data and Digital Committee (SDDC) and other interested parties
- review and assessment of exemption requests received by agencies.
Agencies with services in scope of the policy will be responsible for:
- ensuring services meet the requirements set out in the standards
- the ongoing application of the standards against all services
- reporting to the DTA in line with the timeframes set in the supporting materials.
Changes to the standards will be governed and approved through the SDDC and the Digital Leadership Committee (DLC). This approach will make sure the policies and standards remain relevant and current, while considering the diverse needs of agencies across government.
The proposed exemption process and monitoring frameworks will be agreed through the SDDC and the DLC prior to implementation across agencies.
OffGovernance and agency responsibilities
The Digital Transformation Agency (DTA) is the owner of the Policy and its four supporting standards. This includes oversight of day-to-day operations, updates to the Policy and standards, and the development of supporting guidance to help agencies apply them in practice.
The DTA is responsible for:
- Developing and maintain the DX Policy, supporting standards, and guidance material
- Assessing compliance through touchpoints under the IOF
- Collecting and analysing compliance data to inform reporting
- Reviewing and deciding on exemption requests
- Reporting outcomes and compliance to the Secretaries’ Data and Digital Committee (SDDC) and Digital Leadership Committee (DLC).
Agencies with services in scope of the DX Policy are responsible for:
- Applying all relevant requirements of the DX Policy and its supporting standards
- Considering the end-to-end digital experience when designing, developing, implementing, and operating services
- Ensuring services are user-friendly, inclusive, adaptable, and measurable
- Designing new services to integrate with existing access points such as myGov, wherever possible
- Determining whether incorporating a new service into an existing access point or if it is necessary to create a new one and migrate current access points into it.
- Implementing all five criteria of the Digital Performance Standard for in-scope investments
- Engaging with the DTA through relevant IOF touchpoints and providing required information to assess compliance
- Contacting the DTA with questions about applicability, compliance, or to apply for an exemption
Exemptions
The DTA acknowledge that some agencies may be unable to meet specific requirements under one or more of the standards mandated by the Policy due to a range of circumstances. In these cases, agencies should contact the DTA to apply for an exemption. The DTA will provide all necessary information, forms and supporting documents for an exemption application.
Exemptions will not apply at a ‘whole of policy’ level. This means your service will not be made exempt from complying with the DX Policy in its entirety.
Further information can be found in the Compliance, reporting and exemption guide.
For additional support and resources, please contact standard@dta.gov.au
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Supporting material
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Guidance material
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