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Allow for assistive methods

Using assistive methods follows on from putting users first and providing alternative formats. Assistive methods allow the user the opportunity to change the content and use it in a way that meets their needs. This might include offering the ability to increase or decrease the text size, to offer a printable version of a web page and the use of tools such as apps that read content aloud.

Allowing for assistive methods can also include thinking outside of the digital space, depending on a person’s needs. Not everyone will be able to access content online, so you need to consider those people who may need to complete a transaction or interact with DCJ, but can’t do so via a computer or mobile phone. This might be because they don’t have access to the technology, or because a disability or other barrier prevents them from going online.

According to the UK’s Digital Service Standard, assisted digital support can be delivered in many ways, including:

  • online, with access to appropriate support
  • over the telephone, with someone guiding the user through the service or inputting information into a system on their behalf
  • in person, at a service centre
  • via video conferencing (from a shopfront or from the persons’ location)
  • through an authorised representative of the person assisting or acting on their behalf.

The Australian Government’s Digital Service Standard also has some helpful advice on providing assisted digital support.

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Last updated: 02 Dec 2019