Digital Services Policy

Purpose

The purpose of the whole-of-government Western Australian Government Digital Services Policy (Policy) is to provide a position for the provision and management of Western Australian (WA) Government’s digital service offerings for the community.

Background

With technology advances, the online environment has become a preferred and convenient method for most, allowing 24/7 access to information and services. As Australians turn to the internet to obtain government information and services, the WA Government needs to adapt and take full advantage of the internet channel and deliver online services that benefit citizens and meet their needs. In turn digital service offerings are a more cost effective method to provide real time services to the community compared to over the counter transactions.

Objective

The Policy aims to:

  • Transform government processes and provide services through the appropriate digital channels.
  • Design services that are based on citizen needs and life events.
  • Deliver discoverable services that are current, reliable and accessible anytime, anywhere, using any device.
  • Deliver services that are digital by design and digital by default.

The objective is to provide more than 75% high quality citizen focused government service transactions digitally by 2020.

Scope

The Policy applies to all WA Government digital presence initiatives.

Policy Requirements

  • Web presence only sites must be enhanced to provide additional interactivity; and progress to an interactive and integrated service delivery state.
  • Actively seek opportunities to collaborate with other agencies to deliver citizen-focussed digital services that are connected and consistent.
  • All online presence must deliver a unified consistent presence across channels to enable better user experience for Western Australian citizens.
  • All digital presence must be actively monitored and assessed against stated business objectives. All digital presences that are no longer current, required or are redundant must be decommissioned.
  • Undertake ongoing user research, usability testing and measure user satisfaction to continuously inform digital service improvement.
  • Comply with relevant Commonwealth, state, territory and local government legislation, policies and standards.

Related Guidance

Agencies will need to ensure this Policy, is incorporated into existing business processes for continuous improvement and operates within any applicable legislative, policy and strategic frameworks. Supporting standards and guidance is available from the Office of the GCIO website – www.gcio.wa.gov.au.

Definition of Terms

Citizen-focused digital services: Provide digital services which are more responsive to the needs of people from diversified community groups within our society.

Digital by design: “Digital by design refers to information that has been designed, from the outset, to be consumed online – or digitally.[1]

Digital services refer to “conducting government services through digital channels rather than offline alternatives like phone, post or face-to-face conversations”. Digital services can be either transactional or information services. Transactional services in government are defined as: “an exchange of money, goods, services, permissions, licences or information between the government and a service user, resulting in a change to a government system” (e.g. submitting a claim, updating contact details). Information services refer to “services which help users to better understand and interact with government” (e.g. agency website, publications).[2]

Digital presence is the collection of an agency’s digital services, which include information services like static websites through to transactional government services like online payments.

Interactive online presence refers to more sophisticated website that enables a number of key business transactions to be conducted online, such as payments, applications, registrations, enrolments, account enquiries, service delivery enquiries, requests for information and services, interaction, consultation and information sharing with citizen provided through a number of facilities.

Integrated Service Delivery: The type of facilities described under ‘Interaction’ have been extended to cover all the main lines of business and the online services provided are fully integrated with other delivery channels available (e.g. shopfront, telephone). A citizen can move seamlessly between available delivery channels (e.g. start a transaction online, enquire on its progress by telephone and complete the transaction face-to-face) without having to restart the business they want to do or complete the whole transaction online.

Life event is a major event that changes in a person’s circumstances, for example: marriage, divorce, giving birth, loss of job, coming of age, etc.

Online presence is the collection of an agency’s online initiatives and can include website, blog, social media pages as well as discussion forum comments and reviews.

Web presence refers to website composed of mostly static pages providing information about the organisation, policy statements, website’s function, services provided and contact information, downloadable forms and documents.

 

[1] Good practice publishing for Australian Government entities, June 2015.

[2] This content has been adapted from the Digital Service Standard; Australian Government Digital Transformation Office. https://www.dto.gov.au/standard/scope-of-standard/.

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