• Low digital literacy audiences

    These are design rules that apply when designing for people with low digital literacy

    Do

    • Allow users to start and stop processes across different communications channels.
    • Accompany key takeaways with clear calls to action.
    • Provide clear step by step instructions, to support key information and action points.
    • Use progress indicators to show task advancement.
    • Provide mobile responsive designs.
    • Make it easy to reset passwords and build on tasks.
    • Support older browsers and devices.
    • Group related content together to improve discoverability.
    • Use repeatable icons and visual cues to build user familiarity and confidence.
    • Provide equivalent alternatives to auditory and visual content.

    Don't 

    • Assume users have prior knowledge of digital tools.
    • Play videos and audio content automatically.
    • Use technical terminology.
    • Limit the time available to complete tasks.
    • Show error messages to quickly.
    Off
  • General inclusion

    Do

    • Use common patterns for design components. 
    • Use a linear, logical layout.
    • Write in plain English.
    • Display clear hints and error messages, with appropriate symbols, below text boxes.
    • Provide content in a variety of mediums to support different preferences.
    • Build in modern coding languages e.g. HTML 5 or later. 
    • Ensure code scripts are readable by, and work with, support tools
    • Test using keyboards for navigation and different browsers.
    • Reduce screen complexity by providing white space and content that is not cluttered.
    • Start with accessibility in mind and test regularly throughout the design process.

    Don't

    • Limit or provide inconsistent touch tap areas
    • Provide hint text in boxes that disappear when the box is clicked
    • Use complex technical terms
    • Quickly ‘time out’
    • Force mouse or screen use
    • Require excessive validation processes for online applications
    • Make dynamic content that requires a lot of mouse movement
    • Use decorative or cursive font styles
    • Allow video or audio content to play automatically
    Off
  • First Nations

    Do

    • Co-design digital services in partnership with First Nations Australians
    • Include the three pillars of the First Nations Digital Inclusion Plan 2023-2026: access, digital ability and affordability
    • Be transparent about why information is requested
    • Use visual ways of communicating that are culturally safe and inclusive
    • Allow for nominated support to complete transactions as devices are often shared
    • Consider custom design of content and artwork based on location and community
    • Build and test for regional and remote areas where internet connectivity may be poor
    • Build in mobile first design patterns that don’t consume excessive data

    Don't

    • Assume or question kinship relations
    • Insist on information that might not be easily available
    • Display content in wordy paragraphs
    • Exclusively use Western/Anglo-Saxon terminology
    • Tie service provision to locations through geo fencing (allow for roaming)
    • Design data heavy services as this will inhibit users with limited data and service restrictions

     

    Off

  • Downloadable resources

    Inclusive digital design do’s and don’ts posters

  • Low literacy audiences

  • CALD audiences

  • Appendix A: Technologies in GovERP

    Next page

  • Read Appendix E and Appendix F

    Next page

  • Appendix G: Terms and definitions

    Next page

  • Sign up to the data and digital transformation

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  • Appendix H: Consolidated list of insights

    Next page

  • Appendix I: Consolidated list of insights

    Next page

  • First nations

  • decorative

    AI Government Showcase: Adoption in Action

    31 Jul 2025

    A dedicated event bringing together small-to-medium Australian AI business and Government agencies. 

  • Featured initiatives

  • What’s new in Google Analytics

  • Improvements to attribution channel assignments

    Google have improved how they process attribution data to ensure more accurate channel group assignments for key events. With this change, you’ll now see fewer events incorrectly attributed to the direct channel grouping and get more accurate channel grouping assignments.

    Google Introduces Tag Diagnostics

    With this update, Google have added a new Tag Diagnostics tool to help you find and fix issues with your website’s tags so you can ensure your data collection is accurate. You can access the tool from your Google Tag settings and on the landing page of Tag manager when issues are detected. Learn how to troubleshoot tag issues with Tag Diagnostics

    Future training 

    Custom dimensions for beginners in GA4 21 August 2024 10.30am

    The 2024 Eventbrite training collection can be accessed by clicking on this link: 2024 Observatory Training.   

    As always if you have any requests for upcoming trainings, please send these through to observatory@dta.gov.au.

  • The timeline 

    For new public-facing services:

    • The Service Standard will apply on 1 July 2024
    • The Inclusion Standard will apply on 1 January 2025
    • The Performance Standard will apply 1 January 2025.

    For new public-facing services for individuals suitable for myGov:

    • The Access Standard will apply on 1 January 2025.

    For new public-facing services for all including business and providers:

    • The Access Standard will apply on 1 January 2026.

    For new staff-facing services:

    • The Service Standard will apply on 1 July 2024
    • The Inclusion Standard will apply on 1 January 2025.

    For existing public-facing services:

    • The Service Standard will apply on 1 July 2025
    • The Inclusion Standard will apply on 1 January 2026. 

  • Classification system for AI use

    Version 1.1

    The following classification system represents how AI is commonly used in government and the domains where they are applied. Agencies must list both the usage patterns and domains which apply to their use of AI in their transparency statements.

    Agencies should link to this page when listing their usage patterns and domains and may expand on their use of AI to provide more details to the public.

    Usage patterns

    Decision making and administrative action

    Used to either:

    • support decision making or the taking of administrative action by guiding, assessing or making a recommendation to a human decision maker
    • make decisions or take administrative action without human intervention. 

    Note: not all automated decision making may be considered AI, noting the definition under the policy.

    Examples include eligibility decision systems for government services or making recommendations based on submitted applications.

    Analytics for insights

    Used to identify, produce or understand insights within structured or unstructured materials via comprehensive data analysis, predictive modelling and/or reporting tools.

    Examples include risk detection systems and forecast modelling.

    Workplace productivity

    Automates routine tasks, manage workflows, and facilitate communication.

    Examples include virtual assistants, automated scheduling, content creation and basic secretariat support.

    Image processing

    Processes images to automatically identify patterns and objects, such as faces, for official purposes.

    Examples include facial recognition for border control and identifying pests in cargo to aid biosecurity.

    Domains

    Service delivery

    Enhances efficiency or accuracy of government services, including payment services, by providing tailored and responsive services to the public.

    This may include in direct interaction with the public, such as chat-bots, enhanced customer self-service and multilingual capabilities, or support staff or systems which deliver services.

    Compliance and fraud detection

    Identifies patterns or anomalies in data to detect fraudulent activities and ensure compliance with laws and regulations.

    Law enforcement, intelligence and security

    Supports law enforcement and intelligence agencies by analysing data from various sources to predict and prevent crimes, and by aiding in intelligence gathering.

    Policy and legal

    Analyses policies and legal documents to provide advice and assurance on their impact and supports policy development that is consistent with existing laws.

    Scientific

    Leveraged in scientific endeavours to process complex datasets, simulate experiments, predict outcomes and enhance monitoring functions.

    Corporate and enabling

    Supports corporate functions, including HR, finance, media and communications, and IT, by automating processes, optimising resource allocation and improving operational efficiency.

  • We acknowledge the Traditional Custodians of Country throughout Australia and their connections to land, seas, skies and community. We pay our respect to their Elders past and present, and extend that respect to all Aboriginal and Torres Strait Islander people.

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