Each module of the CUE Standard contains requirements documented as 'checkpoints'. Each checkpoint is classified into one of three conformance categories: mandatory, desirable and optional.
- Mandatory (fundamental/critical: must be implemented)—checkpoints in this category must be implemented as a matter of priority.
- Desirable (highly recommended: should be implemented)—the checkpoints included in this category should be implemented.
- Optional (best practice: may be implemented)—checkpoints in this category are considered to represent a best practice approach. When implemented together with elements from both the mandatory and desirable categories, they will further assist towards a satisfactory user experience.
Business impacts of conformance
Benefits of conformance
Conformance to elements of all three categories will create an optimal user experience, which will result in increased task completion, retention rates and lower costs of service provision via the online channel.
Other business benefits include:
- seamless customer experience regardless of the website(s) visited
- enables all users to access Queensland Government sites, regardless of ability, geographic location or technology
- provides developers with a good framework for building a highly accessible and usable web resources.
Risks of non-conformance
Failure to conform to these requirements will degrade the user experience resulting in user distrust, dissatisfaction, and channel abandonment. User abandonment will result in increased costs for service provision as these users will need to be serviced via more expensive channels (e.g. phone or counter).
Other business risks include:
- potential discrimination against users with disabilities or assistive technologies
- potential complaints and/or legal action against the Queensland Government
- online channel abandonment
- increased task completion times / reduced completion rates
- increased complaint management times
- reduced levels of trust, reliability, reputation and credibility of Queensland Government
- failure to comply to industry standards and best practice
- increased task complexity (confusion).
Compliance and exceptions
The Consistent User Experience Standard is mandated through the Digital services policy.
Should an agency identify a need to apply for an exception to any mandatory requirement of the CUE Standard, they must follow the Queensland Government Enterprise Architecture exception process.