Delivery, governance and accountability

Once you've partnered with us and prepared for delivery, you can begin to integrate your agency's credentials into the app.

Delivery ownership and accountability

Your agency runs the delivery and is accountable for outcomes.

Your agency is accountable for:

• planning and delivering your credential integration
• funding your agency delivery activities
• managing your risks, issues, and dependencies
• providing delivery, technical, and change resources
• meeting legal, policy, and record‑keeping obligations
• managing benefits after launch.

CDSB will support your agency's delivery. We do this by supplying the app for integration and providing expertise and guidance. We are unable to offer project funding, project management, or agency governance.

Delivery approach

You decide how your agency will deliver the project.

This could be:

• as a formal project, or
• through a business‑as‑usual (BAU) approach.

Whichever approach you choose:

• your agency establishes and maintains appropriate governance
• we do not lead or own your project controls, but we can offer templates and examples (e.g. implementation plans, readiness checklists)

• we’ll work with you to maintain alignment with agreed milestones and deliverables and to support continued delivery viability.

Core delivery practices

Together we will:

• establish agreed delivery milestones and schedules
• set up regular operational and leadership touchpoints
• maintain shared collaboration tools (e.g. Teams, SharePoint)
• track readiness using a joint go‑live checklist.

Both parties must promptly advise each other of any material changes to:

• scope
• schedule
• risk or dependencies.

Delivery responsibilities

What your agency does

Your agency is responsible for:

• building and testing your backend systems
• preparing your credentials for integration
• completing functional and non‑functional testing
• planning customer, technical, and operational support
• delivering change and communications activities for your customers.

What CDSB does

We support delivery by:

• managing changes to the Digital Licence app and supporting platforms
• building the front‑end credential experience in the app
• supporting integration, penetration, performance, and user acceptance testing
• providing access to technical and product expertise.

Governance and assurance

Your governance

Your agency must establish fit‑for‑purpose governance to support:

• decision‑making
• oversight
• accountability.

We can provide templates and guidance to support governance activities. We'll work with you to ensure appropriate visibility of governance reporting and matters progressing through partner boards.

Our governance

The Queensland Digital Licence app is governed by the Department of Customer Service, Open Data and Small and Family Business. It is subject to audit and assurance requirements.

We may ask you to:

• provide information or documentation
• make stakeholders available for audit activities.

Reporting

Your agency manages its own internal and external reporting.

While your credential is being established, you'll provide us with a short monthly status update covering:

• schedule
• scope
• resourcing
• risks and issues.

The update  will include a visual traffic light system (Red Amber Green (RAG) status), with tolerances we both agree on when we start the delivery stage.

CDSB uses this information to manage integration planning and will not assume delivery responsibility of any of these items on behalf of your agency.

Transition to production

The launch of your credentials into the app will be based on a go/no-go decision, at a meeting held close to the scheduled launch date and time. Both parties will be present at the meeting, and the decision will be based on criteria that has been developed and agreed to previously.

After launch and once the credential is live:

• production validation testing (PVT) is completed
• a production MoU comes into effect
• agreed ongoing support arrangements apply
• your agency continues to own customer outcomes and benefits.

Ongoing support and improvements post-launch

We'll provide platform and integration support in line with the production MoU.

We'll continue to improve the app experience, in line with government priorities and funding. You can submit enhancement ideas and customer feedback to us through agreed channels.

You can participate in the Integration Partners Working Group hosted by CDSB.

Once your credential is on the app, you can ask us to provide key metrics on its performance.

Your agency remains accountable for:

• customer communications
• change management
• operational impacts
• long‑term outcomes and benefits.