1. Purpose
Information architecture (IA) refers to the way information, services and content are structured, organised and presented on a website.
Effective information architecture:
- Enables users to find information and services quickly and easily
- Supports task completion and service delivery
- Reduces user frustration and confusion
- Improves accessibility and usability
- Supports mobile-first access
- Enhances search performance and discoverability
- Ensures consistency across government websites
Departments must design and maintain their websites using a clear, logical, user-centred information architecture.
2. Core principles of government information architecture
All government websites must adhere to the following principles:
2.1 User-centred design
Information architecture must be based on user needs and tasks, not internal organisational structures.
Departments must:
- Organise content around services and user tasks
- Avoid structuring navigation according to internal branches, units or programmes
- Use clear, citizen-focused terminology
- Avoid internal jargon and acronyms in navigation labels
- Use plain language throughout
The most frequently accessed and highest-priority services must be easy to find.
2.2 Logical and clear hierarchy
Websites must have a clear and logical hierarchy.
Information must be structured:
- From general to specific
- From high-level service categories to detailed guidance
- In clearly defined and meaningful groupings
Departments should:
- Limit top-level navigation items (ideally between 5 and 8 items)
- Avoid excessive depth (users should not require more than 3–4 clicks to reach key content)
- Avoid overcrowding navigation with too many choices
The structure must allow users to predict where information is located.
2.3 Purpose-driven structure
Government websites must be structured according to their primary mandate and the needs of their users.
For departments that deliver public services, navigation should prioritise:
- Services
- Applications and forms
- Payments
- Reporting mechanisms
- Contact information
For departments whose mandate is primarily informational, advisory, regulatory or communicative, navigation should prioritise:
- Public information and guidance
- Policies and strategic documents
- Official statements and media releases
- Research, reports and publications
- Stakeholder resources
Regardless of mandate, departments must ensure that:
- The most sought-after information is easy to find
- Navigation reflects user needs rather than internal organisational structures
- Organisational units (e.g. branches or directorates) are not used as primary navigation categories unless clearly justified
- The website clearly communicates the department’s role and purpose
The structure of the website must reflect how users interact with the department, not how the department is internally organised. Navigation structures such as “Branches”, “Programmes”, or “Units” must not be the primary entry points for citizens.
2.4 Single source of truth
Each content item must exist in one primary location only.
Departments must:
- Publish content under one authoritative category
- Avoid duplicating the same information in multiple sections
- Use internal links to direct users to related content
Maintaining a single authoritative version of content improves clarity and reduces maintenance risk.
2.5 Multiple access paths
Users must be able to access information through different pathways.
Websites must provide:
- Clear primary navigation
- A functional and visible search feature
- Breadcrumb navigation
- Related content links where appropriate
Where suitable, an A–Z index or service directory may be provided.
2.6 Flat vs deep navigation
Departments must balance flat and deep navigation structures.
- A flat structure provides quicker access but may overwhelm users with too many choices.
- A deep structure reduces initial choices but increases the number of clicks required.
Departments must:
- Avoid excessive depth
- Avoid excessive top-level options
- Optimise navigation for mobile users
Usability and clarity must guide design decisions.
3. Homepage requirements
The homepage serves as the primary entry point into the website and must support quick access to essential information and services.
The homepage must:
- Provide a clear overview of the website’s purpose
- Prioritise key services and tasks
- Display all primary navigation options
- Include a visible and functional search box
- Be optimised for mobile-first access
- Load quickly and efficiently
- Be updated regularly to remain current
The homepage may include:
- Links to popular or frequently accessed services
- Latest news or announcements
- Emergency or critical notices (when applicable)
The homepage must not:
- Be overcrowded with excessive links
- Prioritise organisational structure over services
- Use political principals’ head-and-shoulders images as primary design or navigation elements
Imagery must reflect service delivery, communities, and citizens, reinforcing a people-centred government approach.
4. Accessibility and inclusive design
Information architecture must comply with recognised accessibility standards (WCAG 2.1 AA or latest applicable standard).
Departments must ensure that:
- Navigation is keyboard accessible
- Headings follow a logical hierarchy (H1, H2, H3, etc.)
- Link text is descriptive (avoid “click here”)
- Colour contrast meets accessibility standards
- Navigation works effectively on assistive technologies
- Content is written in plain language
Accessibility must be integrated at the structural level and not treated as an afterthought.
5. Consistency across government websites
To ensure a coherent whole-of-government digital presence:
Departments must:
- Use consistent terminology for core navigation items
- Align website structure with national government digital standards
- Maintain predictable placement of key items such as:
- Services
- Contact information
- News
- About the department
Departments must avoid unique or unconventional navigation labels that may confuse users.
Consistency enhances usability and public trust.
6. Governance and ongoing review
Information architecture must be reviewed regularly.
Departments must:
- Conduct periodic audits of website structure
- Use analytics to assess frequently accessed and searched content
- Adjust navigation based on user behaviour
- Remove outdated or redundant pages
- Archive superseded content appropriately
Information architecture is not static and must evolve to meet user needs.
7. Content grouping and labelling
Content must be:
- Grouped logically
- Ordered meaningfully
- Labelled clearly and consistently
- Structured in a predictable way
Over-fragmentation of content must be avoided. Users should be able to read or print complete information without navigating across excessive pages.