Building digital experiences that align to Digital Service Standards
13 Mar 2025, 5:00 am
30 mins
The Digital Service Standard (DSS), produced by the Digital Transformation Agency (DTA) focuses on putting people and business at the centre of government digital service delivery. The standard guides digital teams to create and maintain digital services that are:
- User-friendly
- Inclusive
- Adaptable
- Measurable
To design and deliver to the DSS, agencies should build digital experiences that are or include:
User-centered design: Agencies must engage in extensive user research and testing throughout the lifecycle of a digital service. This includes understanding user needs and involving them in the design process to ensure the service meets their expectations and preferences.
Accessibility and inclusivity: All digital services must comply with Web Content Accessibility Guidelines (WCAG) 2.1 AA, ensuring usability for people with disabilities and other diverse needs. Inclusivity considerations are also extended to those with limited digital literacy or from diverse backgrounds.
Data security and privacy: Agencies are required to uphold data protection laws and implement robust security measures. Transparency about data usage, protection and compliance with privacy regulations is essential.
Performance measurement and continuous improvement: Agencies must monitor the effectiveness of their digital services and report on performance regularly. This includes setting metrics for accessibility, usability and overall service quality, with an aim to improve based on feedback and testing results.
Interoperability: Making digital services compatible with other government systems and data sources to facilitate streamlined access and integration across services is another key focus.
This presentation will delve into the obligations of DSS 2.0, and provide practical considerations for agencies and digital service providers in the challenge of building effective digital experiences.
- User-friendly
- Inclusive
- Adaptable
- Measurable
To design and deliver to the DSS, agencies should build digital experiences that are or include:
User-centered design: Agencies must engage in extensive user research and testing throughout the lifecycle of a digital service. This includes understanding user needs and involving them in the design process to ensure the service meets their expectations and preferences.
Accessibility and inclusivity: All digital services must comply with Web Content Accessibility Guidelines (WCAG) 2.1 AA, ensuring usability for people with disabilities and other diverse needs. Inclusivity considerations are also extended to those with limited digital literacy or from diverse backgrounds.
Data security and privacy: Agencies are required to uphold data protection laws and implement robust security measures. Transparency about data usage, protection and compliance with privacy regulations is essential.
Performance measurement and continuous improvement: Agencies must monitor the effectiveness of their digital services and report on performance regularly. This includes setting metrics for accessibility, usability and overall service quality, with an aim to improve based on feedback and testing results.
Interoperability: Making digital services compatible with other government systems and data sources to facilitate streamlined access and integration across services is another key focus.
This presentation will delve into the obligations of DSS 2.0, and provide practical considerations for agencies and digital service providers in the challenge of building effective digital experiences.
