Services Australia website tops the 2021 readability scorecard

A tablet displaying the Services Australia website

Ethos CRS today released the 2021 readability scorecard: Australian Government agencies. The report included outstanding results for Services Australia, using the agency website as a case study. It had a readability score of 119.3, higher than the benchmark of 100. This was also far above the best document in the survey, which scored 50.8.

According to the report, “it’s no wonder Services Australia makes a huge effort making its website clear and easy to read and understand. The better the website and its other documents explain its services, the better the agency can do its job.”

Julie Watkins-Lyall, product manager of our website, said the agency applies a human-centred approach to each page we create.

“In 2019-20, people with a range of diverse backgrounds and reading abilities viewed pages on our website 324 million times,” Julie said.

“We have to make sure they can find and understand the information they need quickly, so they can get on with their lives.

“Content designers, communication specialists and subject matter experts develop content, with our delivery team doing a final check before it’s published.”

Ethos CRS assessed content readability using a language analysis platform VisibleThread developed. It measured school grade level, sentence length and percentage of sentences that are active or passive. Along with our high website score, our overall readability score for documents, like our annual report and corporate plan, was 33.4. This was higher than the average readability score for all departments, at 28.5.

This is fantastic news for our agency and most importantly our customers!

The full report is available here: