Digital services policy

Policy

Final | January 2022 | v1.0.0 | OFFICIAL - Public | QGCDG

Purpose

The Digital services policy directs Queensland Government departments on the design, delivery, and management of public-facing digital services. It should be used with the Digital service standard.

Scope

Digital services covered by this policy include:

  • public-facing information or transactional services (see Definitions section) and
  • services provided by Queensland Government entities that must apply this policy (see Applicability section).

Policy statement

The Queensland Government must:

  • ensure digital services are fit for purpose—focusing on customer needs and delivering value for money
  • implement a consistent approach to delivering customer-centric digital services
  • ensure digital services are easy to find, clear, secure, and simple.

Policy requirements

Digital services must meet all 13 criteria in the Queensland Government’s Digital service standard

Applicability

Unless excepted, all Queensland Government departments (as defined by the Public Service Act 2008), accountable officers (not already in scope of the Public Service Act 2008), and statutory bodies under the Financial and Performance Management Standard 2019. State schools and educational institutions such as TAFE are currently excepted.

It is encouraged that all entities that present as Queensland Government using corporate identity and branding apply this policy.

Implementation

This policy comes into effect from the issue date.

The Digital services transition plan outlines a phased approach for agencies to comply with the policy and standard (13 criteria) over six years.

Reporting requirements

This policy has specific reporting requirements.

Reporting requirementDate
1

Departments must notify Queensland Online about new or enhanced digital services. This is to ensure:

  • references across channels to the service are understood, documented, discoverable, and supported and
  • customers can be appropriately guided and supported in their use of the service.

Email online@qld.gov.au about your digital service and its support information.

As known
2

Departments must submit a web content accessibility plan to Queensland Online. This should include how services will meet accessibility requirements under Criteria 9: Make digital services accessible, including:

  • how they will ensure digital services are accessible
  • details on regular monitoring of digital services.

Email online@qld.gov.au to submit your department-endorsed plan.

Annually by 30 October (as of October 2023)
3

Departments must submit a digital service assessment checklist for all new or redeveloped high-volume transactional digital services.

The Digital services assessment framework provides departments with guidance for assessing and demonstrating compliance

When requested

Definitions

TermDefinition
Digital servicesServices delivered online or through other electronic avenues. It embraces technology and enables effective interactions between government and the people it serves, with the aim improving the experience.  There are two types of digital services: information services and transactional services.
Information services

Information services are typically websites or mobile applications that provide information to the public. This information includes reports, fact sheets and video. Examples of information services include:

  • government websites, including www.qld.gov.au and department websites
  • smart answers and virtual assistants
  • e-learning
  • publications
  • multimedia
  • web applications such as databases, search tools, mobile apps
  • campaign sites.
Transactional services

Transactional services are any services that lead to a change in the records held by government. They typically involve an exchange of information, money, licences, or goods. Examples of transactional services include:

  • apply for a driver’s licence
  • book a camping permit
  • updating contact details
  • pay a fine.
High-volume transactional digital servicesHigh-volume transactional digital services have (or are expected to have when fully operational) 50,000 or more transactions per year.

Policy benefits

This policy helps departments:

  • increase customer satisfaction through consistent user experience across the Queensland Government
  • achieve efficiencies in digital service delivery costs
  • leverage whole-of-government development of new functionality in the digital channel
  • increase trust and confidence in the Queensland Government digital channel
  • meet international standards of best practice.

Last Reviewed: 06 June 2022