Key differences between digital service standard 1.0 and 2.0: A complete guide for Australian government agencies

Introduction

As digital expectations evolve, so must the standards that guide government services. Australia's Digital Service Standard (DSS) has made a significant leap from version 1.0 to 2.0, focusing on user experience, security, and inclusivity.

DSS v2.0 aligns government services with modern expectations, incorporating enhanced accessibility, continuous feedback, and cross-agency collaboration.

For agencies already meeting DSS v1.0, this update outlines what’s new and how these standards benefit both service providers and users.

Let’s explore the critical differences and why they matter for achieving a seamless, secure, and user-friendly experience in public digital services.

Key differences between DSS v1.0 and DSS v2.0

CivicTheme and Digital Service Standard 2.0

CivicTheme is an open-source, government-grade design system developed by Salsa Digital. It's built on the ethos of the former Australian Government Design System (AGDS), and it has been thoroughly tested for accessibility and usability to meet the demands of government websites.

CivicTheme offers a comprehensive suite of components designed to streamline the development of consistent, user-friendly, and accessible digital experiences. The system has been crafted with features that already align with key requirements of the Digital Service Standard (DSS) version 2.0, making it a robust tool for agencies aiming for compliance.

How CivicTheme aligns with DSS 2.0

Here’s how CivicTheme meets several critical components of DSS 2.0:

1. User-centred design: CivicTheme was developed with user-centred principles, integrating rigorous user research and testing. Its design components facilitate intuitive and accessible user experiences, ensuring services meet the DSS 2.0’s emphasis on addressing user needs.

2. Accessibility (WCAG 2.2 Compliance): CivicTheme has undergone extensive testing to meet WCAG 2.2 AA standards. This includes automated tests using tools like aXe and Accessibility Insights, as well as manual assessments for keyboard and screen reader accessibility. This alignment ensures that digital services are usable by all Australians, including those with disabilities.

3. Security standards: CivicTheme includes best practices for security in web development. The design and structure of CivicTheme’s components are developed to reduce common vulnerabilities, complementing DSS 2.0’s emphasis on robust data security.

4. Consistency and interoperability: The components in CivicTheme are built for consistency and reusability. This is crucial for cross-government collaboration, as DSS 2.0 promotes interoperable and reusable design systems. Agencies using CivicTheme benefit from a shared, standardised design language that facilitates collaboration.

5. Continuous improvement: CivicTheme’s open-source nature allows for ongoing updates and enhancements. Agencies can contribute to and benefit from community-driven improvements, aligning with DSS 2.0’s focus on continuous evolution of digital services.

6. Performance and scalability: Built on the latest frameworks and optimised for modern performance standards, CivicTheme supports the DSS 2.0 requirements for delivering high-performance, scalable digital services.

Why CivicTheme is a strong starting point for DSS 2.0 compliance

For agencies already leveraging CivicTheme, much of the heavy lifting toward meeting DSS 2.0 requirements is already done. The system's adherence to accessibility, performance, security, and user-centred principles ensures a strong foundation. Moreover, the comprehensive documentation and pre-tested components simplify the implementation process.

By using CivicTheme, Australian Government agencies can accelerate their path to DSS 2.0 compliance while ensuring their digital services are inclusive, efficient, and secure.

Implementing DSS 2.0: A criteria-based guide for agencies

If you’re starting from scratch or transitioning from DSS 1.0, this guide breaks down the 10 key criteria of DSS 2.0, explaining what they mean and the actionable steps to align your agency’s digital service.

1. User-centred design

• What it means: Agencies must continuously engage with users and refine digital services based on their needs.
• Action steps:
  • Conduct ongoing user research using surveys, interviews, and usability tests.
  • Integrate user feedback into Agile development cycles.
  • Document user insights to demonstrate DSS compliance.

2. Accessibility and inclusivity

• What it means: Services must meet WCAG 2.1 AA (and prepare for WCAG 2.2) to ensure accessibility for all users.
• Action steps:
  • Perform accessibility audits using tools like Axe, WAVE, or Siteimprove.
  • Train content teams on inclusive content creation.
  • Implement accessibility testing into the development lifecycle.

3. Agile and iterative development

• What it means: Digital services should be built in iterative, testable increments with flexibility for improvement.
• Action steps:
  • Adopt Agile methodologies such as Scrum or Kanban.
  • Establish rapid prototyping and continuous integration workflows.
  • Encourage cross-team collaboration to refine digital services dynamically.

4. Security and privacy

• What it means: Agencies must implement strong data protection measures and comply with the Australian Privacy Principles (APPs).
• Action steps:
  • Conduct regular penetration testing and security audits.
  • Use encryption for all sensitive data.
  • Establish clear data retention and privacy policies.

5. Cross-government collaboration and interoperability

• What it means: Services should reuse existing government platforms where possible and promote data sharing between agencies.
• Action steps:
  • Evaluate existing open government platforms before building new solutions.
  • Implement APIs for seamless data exchange.
  • Ensure services align with Australian Government interoperability standards.

6. Performance neasurement and continuous improvement

• What it means: Agencies should monitor KPIs and iterate on digital services based on measurable insights.
• Action steps:
  • Define key performance indicators (KPIs) such as completion rates, cost per transaction, and user satisfaction.
  • Use analytics tools like Google Analytics, Matomo, or Power BI for reporting.
  • Share results with stakeholders to drive improvements.

7. Content and service integration

• What it means: Services should be structured to provide a seamless user experience, integrating across digital and non-digital channels.
• Action steps:
  • Develop omnichannel strategies ensuring continuity between web, phone, and in-person services.
    • Standardise content and design across services to maintain user familiarity.
• Provide clear service pathways to prevent redundant interactions.

8. Open Source and Open Data

• What it means: Agencies should use open-source solutions and contribute to the broader government digital ecosystem.
• Action steps:
  • Publish open-source code for reusable solutions.
  • Promote open government data following transparency policies.
  • Avoid vendor lock-in by using flexible, community-supported platforms.

9. Future-proofing and digital evolution

• What it means: Agencies should prepare for future digital needs by ensuring their services are scalable and maintainable.
• Action steps:
  • Choose scalable architectures that support future technologies.
  • Implement API-driven or headless CMS approaches for flexibility.
  • Regularly evaluate emerging tech like AI and machine learning for integration.

10. Transparent governance and accountability

• What it means: Digital services must have clear governance structures and public accountability.
• Action steps:
  • Establish digital governance frameworks within the agency.
  • Define roles and responsibilities for service ownership.
  • Maintain public reporting on service performance to ensure transparency.

If you need guidance on this transition, contact Salsa Digital to see how we can support your journey to full DSS 2.0 compliance.

What about DSS 1.0?

If your agency was already compliant with DSS 1.0, some aspects may already be covered, such as user-centred design and accessibility. However, DSS 2.0 introduces new expectations, particularly around:

• Continuous user engagement rather than one-off research.
• Stronger cross-agency collaboration instead of isolated service development.
• Ongoing performance measurement instead of static compliance assessments.

Ensuring full DSS 2.0 compliance means reassessing your digital strategy to integrate these evolving best practices.

Why are the Digital Service Standards important?

The Digital Service Standards (DSS) are crucial for ensuring that government digital services are accessible, secure, and user-friendly. They provide a clear framework for designing and delivering services that meet the public’s expectations in a digital-first world. By adhering to DSS, government agencies can enhance user experience, streamline operations, and maintain trust.

Key benefits of DSS:

• Improved user experience: By prioritising user needs, services become intuitive and accessible, making it easier for all Australians to engage with government services.

• Consistency across services: DSS ensures that digital services are delivered consistently across various government departments, creating a unified and professional experience.

• Enhanced security: With strict data protection and security measures, DSS safeguards sensitive information, which is especially important in today’s cyber threat landscape.

Adhering to the DSS also promotes innovation, as agencies are encouraged to adopt best practices in digital service delivery. Ultimately, these standards are about delivering reliable, efficient, and user-centric digital experiences that serve the public effectively.

DSS 2.0 also emphasises the importance of ensuring a seamless experience for users transitioning between digital and non-digital channels, ensuring inclusivity for all.

Origins and evolution of the Digital Service Standards

The origins of the Digital Service Standards trace back to the Australian Government’s commitment to transforming how services are delivered in the digital age. DSS v1.0 was introduced to address the need for a consistent, user-centred approach to service design and delivery. It was shaped by global best practices and user feedback, ensuring government services could keep pace with the expectations of an increasingly tech-savvy population.

Key milestones:

• Initial launch: DSS v1.0 focused on foundational elements such as accessibility, security, and user-centred design. It laid the groundwork for a more coordinated digital approach across government.

• Transition to DSS 2.0: As digital landscapes evolved, so did the DSS. DSS 2.0 incorporates feedback from the first version and addresses emerging priorities like Agile development, continuous improvement, and stronger data security.

The journey from DSS v1.0 to DSS 2.0 reflects the government’s commitment to adaptability, ensuring that standards remain relevant and effective in delivering high-quality digital services.

How do I know if I’m aligned with the Digital Service Standards?

Ensuring alignment with the Digital Service Standards involves a comprehensive evaluation of your digital service’s processes and outcomes. Key indicators of alignment include a focus on user needs, robust security measures, and the use of Agile methodologies.

Self-assessment checklist:

• User-centric approach: Are you regularly gathering user feedback and making improvements based on this data?

• Accessibility compliance: Does your service meet WCAG 2.2 standards, ensuring inclusivity for all users?

• Performance monitoring: Are you using analytics tools to track service performance and make data-driven decisions?

• Security practices: Have you implemented robust security protocols, including data encryption and regular vulnerability assessments?

• Agile and iterative development: Are your development processes flexible and responsive to user and stakeholder feedback?

By evaluating these areas, you can determine how well your service aligns with DSS and identify gaps that need addressing.

Self-assessment and independent audits for DSS compliance

To achieve and maintain DSS compliance, self-assessments are a great starting point. These assessments help you evaluate your digital service’s adherence to the standards and identify areas for improvement.

How to conduct a self-assessment:

1. Review DSS guidelines: Familiarise yourself with all criteria outlined in DSS 2.0.

2. Evaluate key areas: Use a checklist to assess your service’s design, accessibility, performance, and security.

3. Gather evidence: Collect documentation and examples that demonstrate compliance, such as user testing results and performance reports.

Benefits of self-assessment:

• Identifies areas that require immediate attention.
• Helps create a plan for continuous improvement.
• Engages your team in understanding and prioritising DSS principles.

Independent auditors: If you want a more in-depth review, consider hiring an independent auditor. These experts can provide an objective assessment and ensure your service fully complies with DSS. Independent audits are especially useful before major launches or when introducing significant updates to your service.

Finding an auditor: Look for auditors familiar with the Australian Government Digital Service Standards and experienced in evaluating compliance against DSS criteria.

Contact Salsa Digital today and let our experts audit your site.

Maintaining DSS alignment: Best practices for ongoing compliance

Achieving DSS compliance is just the beginning. To ensure your service continues to meet the standards, you’ll need to adopt a strategy for ongoing improvement and monitoring.

Best practices for ongoing compliance:

• Regular audits: Schedule periodic reviews of your service to ensure it remains compliant. Use automated tools where possible to streamline the process.

• Continuous feedback loops: Keep engaging with your users and stakeholders to gather feedback and make iterative improvements.

• Performance monitoring: Use analytics dashboards to monitor KPIs, such as load times and user engagement. Address issues as they arise to maintain optimal service quality.

• Staff training: Ensure your team stays up-to-date with the latest digital service practices. Consider workshops or training sessions on Agile methodologies and new DSS updates.

• Governance and documentation: Maintain clear documentation of all compliance efforts, including security measures, user feedback, and performance data. This not only helps with audits but also ensures transparency.

By following these practices, you can ensure your digital service remains aligned with DSS 2.0, continues to deliver value to users, and keeps pace with evolving digital trends.

How to implement DSS 2.0 in GovCMS and Drupal

Implementing DSS 2.0 in GovCMS or a standalone Drupal setup requires a methodical approach to align with the standard’s requirements. Here’s a breakdown of how to achieve this:

1. Assess your current setup:
   Start by conducting a thorough assessment of your existing digital service. This includes evaluating areas such as user-centred design, accessibility, performance, security, and Agile development practices. Document your current compliance status and identify gaps.

2. Develop an implementation plan:
   Based on your assessment, create a plan to address gaps in compliance. This plan should outline specific steps, such as conducting user research, improving accessibility, enhancing security measures, and setting up performance monitoring. Use a prioritisation matrix to focus on high-impact changes first.

3. Engage stakeholders:
   Collaborate with key stakeholders, including developers, content managers, and service owners. Ensure everyone understands the DSS 2.0 principles and their role in implementing these standards. Consider holding workshops or training sessions for your team.

Common oversights to watch for

1. Lack of continuous user feedback:
   A common oversight is focusing on user needs only during the initial design phase. DSS 2.0 requires ongoing user research and testing throughout the lifecycle of the service. Make sure to establish regular feedback loops.

2. Incomplete accessibility compliance:
   Many services claim to be accessible but fall short of meeting full WCAG 2.1 standards. Ensure your site is tested both automatically and manually using tools and by engaging people with disabilities for usability testing.

3. Inadequate security measures:
   Implementing security is more than just SSL certificates. DSS 2.0 demands robust data protection practices, including regular vulnerability assessments and data encryption. Make sure these are part of your regular security checks.

If you are already on GovCMS SaaS

GovCMS SaaS is a managed Drupal service specifically designed for Australian government agencies. It’s built with compliance and security in mind, making it easier to align with DSS 2.0. Here’s what GovCMS SaaS already covers:

1. Security:
   GovCMS SaaS has stringent security protocols, including regular updates, vulnerability management, and compliance with the Australian Government Information Security Manual (ISM). It also undergoes frequent security audits.

2. Agile and performance monitoring:
   GovCMS SaaS is optimised for performance and supports Agile development practices. Built-in tools allow for easy monitoring of site performance, user engagement, and security metrics.

What to do:
If you are on GovCMS SaaS, focus on customising your content and workflows to align with DSS 2.0 principles. Use the provided tools to continuously gather user feedback and monitor performance.

If you are using a standard Drupal setup

If you are using Drupal but not GovCMS, you still have access to features that align with DSS 2.0. However, you may need to implement additional measures.

1. User-centred design:
   Drupal provides flexible content types, views, and modules that can be customised for user-friendly design. However, you’ll need to actively conduct user testing and gather feedback to ensure compliance.

2. Accessibility:
   Drupal has built-in support for creating accessible content, such as semantic HTML and ARIA roles. However, most of this depends on your Drupal theme. Assess your Drupal theme.

3. Security:
   Drupal’s core security features include robust user authentication, access controls, and regular updates. However, you’ll need to perform regular security audits and consider additional measures like content security policies and multi-factor authentication.

4. Agile and continuous improvement:
   While Drupal supports Agile workflows, you may need to implement your own performance monitoring tools, such as New Relic or Google Analytics, to track KPIs and make data-driven improvements.

What to do:
If you’re using a standard Drupal setup, consider leveraging modules like Password Policy, Security Kit and Two-factor Authentication (TFA) for security, Webform and Captcha for user engagement, and Google Analytics for performance analytics. You may also want to consult with Drupal experts to ensure your implementation aligns with DSS 2.0.

By understanding these nuances, whether you’re on GovCMS or a standalone Drupal site, you can effectively align your digital service with DSS 2.0. For more information on aligning your Drupal site with DSS 2.0, contact Salsa Digital for expert guidance.

Conclusion

The transition from DSS v1.0 to v2.0 represents a forward-thinking approach to digital service delivery in Australia, prioritising user needs, security, and collaboration.

DSS v2.0 not only refines the previous standards but also sets a solid foundation for innovation and inclusivity, essential in today’s digital landscape.

Agencies aiming to stay compliant and effective must address the updated criteria to align with user expectations and the government’s 2030 digital vision.

Ready to elevate your service quality? Connect with Salsa Digital to ensure a smooth transition to DSS v2.0 compliance and maintain high standards for public digital services.

Contact us to begin your journey toward alignment.