Service AssuranceService Assurance
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Step 1 of 2

Check applicability

First, determine whether your service is in scope and which standards may apply.

We use these answers to quickly identify which requirements apply — so you can move forward with confidence and avoid rework later.

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Applicability

Applicability questions
1

Does this service have a user-facing component?

Examples include:

  • Public websites
  • Staff portals or internal tools
  • Online forms or applications
  • Mobile apps
  • Kiosks or self-service terminals

This helps determine whether accessibility and usability requirements apply.

2

Who is the primary user of this service?

Public
People outside your organisation using the service.
Staff
Employees or contractors delivering or managing the service.
Both
Services used by both staff and members of the public.
3

What type of service is this?

Informational
Provides guidance, content, or reference information.
Transactional
Allows users to complete an action, request, or submission.
Both
Includes both information and user actions.
4

Is the service currently live?

Live
Available for real users today.
Not live
Still being designed, built, tested, or prepared for launch.

This helps determine whether we focus on improvement or readiness.

5

Is this service new or replacing an existing service?

Existing
A service already operating that may need to align with updated standards.
New
A service being created from scratch.
Replacement
Rebuilding or migrating an existing service to a new platform or design.
6

Is this service subject to the Investment Oversight Framework (IOF)?

The Investment Oversight Framework (IOF) applies to major government digital investments. If your initiative is subject to IOF, it is very likely in scope of the Digital Experience Policy.

If unsure, check with your programme governance team.

7

Is the service expected to launch or significantly change in the next 12 months?

Services launching soon or undergoing significant changes are typically expected to meet current standards at or before release.

This helps determine urgency and timing of readiness activities.

8

Does the service interact with other government systems or services?

Examples include:

  • Identity verification (myGovID, Digital Identity)
  • Payment gateways
  • Shared platforms (GovCMS, cloud.gov.au)
  • APIs connecting to other agency systems

Integration with government systems often signals in-scope status and additional interoperability requirements.

9

Are there known constraints that may prevent full compliance with standards?

Examples of constraints:

  • Legacy system dependencies preventing modern UI
  • Vendor-locked platforms with limited customisation
  • Budget or timeline limitations
  • Legislative requirements conflicting with standards

Constraints may warrant a formal exemption consideration during assurance rather than non-compliance.

10

Are you unsure whether this service is in scope of the Digital Experience Policy?

If you are unsure whether the Digital Experience Policy applies to your service, this tool can help you narrow it down based on your other answers.

Answering "Yes" does not mean your service is out of scope — it simply signals that additional guidance may be helpful.