Digital Access to Govern​ment Information and Services Policy

1.1 Purpose

This policy aims to ensure that beneficiaries are able to access, discover, understand, and use digital government information and services in a clear, fair, and user-oriented manner.

It also aims to establish that the digital availability of information and services is not merely a publication or channel matter, but an institutional commitment to ensuring that information and services are practically accessible, understandable, and usable by beneficiaries.

1.2 Scope

This policy applies to all digital information, service-related content, and digital service interfaces provided, published, or made available by the entity, including but not limited to:

• websites and portals
• mobile applications
• digital service platforms
• service pages and informational pages
• digital forms and self-service interfaces
• guidance and instructional content
• any digital interaction through which a beneficiary accesses information or services

1.3 Definitions

For the purposes of this policy, the following terms shall have the meanings assigned to them unless the context requires otherwise:

• Digital Access: The beneficiary’s ability to reach, discover, understand, and use digital information or services with minimal unnecessary effort.
• Service Information: Any content that explains a service, including its purpose, eligibility, requirements, process, channels, expected duration, fees, outputs, or related conditions.
• Usability: The extent to which a digital information or service interface can be used effectively, efficiently, and clearly by beneficiaries.
• Digital Barrier: Any design, content, process, structural, or technical issue that makes access, understanding, or use more difficult than necessary.

1.4 Governing Principles

The entity shall apply this policy in accordance with the following principles:

• clarity and ease of access
• beneficiary-oriented design
• discoverability and usability
• consistency across channels
• reduction of unnecessary effort
• continuous improvement of access and ease of use

1.5 General Policy Provisions

Access to Information

1. Service-related information must be clear, current, accurate, and easy to locate.
2. Information provided to beneficiaries should, where applicable, explain:
• what the service is
• who it is for
• what is required
• how it can be completed
• expected timing, fees, and outcomes where relevant
3. Information should not be fragmented, contradictory, or unnecessarily difficult to understand.
4. Important information affecting the beneficiary’s ability to proceed, decide, or complete a service must be visible and understandable.

Access to Digital Services

1. Digital services should be designed to support clear entry, progression, completion, and follow-up.
2. Services should not contain unnecessary repetition, complexity, or avoidable burden.
3. Digital forms, instructions, steps, labels, and guidance should be clear and understandable.
4. Beneficiaries should be able to find and initiate the appropriate service without needing to understand the entity’s internal organizational structure.

Review and Improvement

1. The entity should periodically review the accessibility and usability of digital information and services.
2. Feedback, complaints, usage data, and journey observations should be used to identify access-related pain points and improvement opportunities.
3. High-impact or recurring access barriers should be prioritized for improvement.

1.6 Roles and Responsibilities

Executive Management

• Support the institutional direction toward accessible and beneficiary-centered digital services.

Beneficiary Experience / Digital Transformation / Quality

• Develop and oversee relevant methodologies, standards, and improvement practices.
• Coordinate implementation and monitoring across relevant functions.

Digital Channels / Platforms

• Ensure that digital channels support accessibility, discoverability, and usability.

Service Owners

• Ensure that service information is accurate, clear, and sufficiently complete.
• Improve service access and usability within their area of responsibility.

1.7 Compliance

Compliance with this policy shall be assessed through mechanisms determined by the entity, including but not limited to:

• periodic reviews
• usability or accessibility assessments
• beneficiary feedback and complaints
• performance monitoring and journey observations

1.8 Exceptions

1. Exceptions to this policy may only be granted through approved authority and based on documented justification.
2. No exception should materially compromise fair digital access or the beneficiary’s ability to reasonably understand or use the service.

1.9 Related Documents

• Beneficiary Centricity Policy
• Service Design Policy
• Omnichannel Experience Policy
• Beneficiary Measurement and Indicators Policy
• Voice of Beneficiary Policy

1.10 Review and Update

This policy shall be reviewed periodically or as needed to reflect relevant operational, digital, or organizational changes.

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