Digital Service Standard criteria
The Digital Service Standard is made up of 13 criteria to help government agencies design and deliver services that are simple, clear and fast. To successfully apply it, government agencies must meet the criteria.
You can also download the following posters to use in your agency:
- Digital Service Standard poster (PDF, 112KB)
- Digital Service Standard kanban poster (PDF, 113KB)
- Digital transformation culture posters (PDF, 112KB)
- Service design and delivery process poster (PDF, 225KB)
Other content in this section
1. Understand user needs
Research to develop a deep knowledge of the users and their context for using the service.
2. Have a multidisciplinary team
Establish a sustainable multidisciplinary team to design, build, operate and iterate the service, led by an experienced product manager with decision-making responsibility.
3. Agile and user-centred process
Design and build the service using the service design and delivery process, taking an agile and user-centred approach.
4. Understand tools and systems
Understand the tools and systems required to build, host, operate and measure the service and how to adopt, adapt or procure them.
5. Make it secure
Identify the data and information the service will use or create. Put appropriate legal, privacy and security measures in place.
6. Consistent and responsive design
Build the service with responsive design methods using common design patterns and the style guide for digital content.
7. Use open standards and common platforms
Build using open standards and common government platforms where appropriate.
8. Make source code open
Make all new source code open by default.
9. Make it accessible
Ensure the service is accessible and inclusive of all users regardless of their ability and environment.
10. Test the service
Test the service from end to end, in an environment that replicates the live version.
11. Measure performance
Measure performance against KPIs set out in the guides. Report on public dashboard.
12. Don't forget the non-digital experience
Ensure that people who use the digital service can also use the other available channels if needed, without repetition or confusion.
13. Encourage everyone to use the digital service
Encourage users to choose the digital service and consolidate or phase out existing alternative channels where appropriate.