OneCX Program achievements

Discover what we've achieved since the start of the program, including the websites migrated and milestones reached.

The OneCX Program has migrated or closed

219 websites

and more are on the way. We've partnered with agencies across all 12 government portfolios.

The OneCX Program has built

901 features

that are reusable across nsw.gov.au and enhance the digital experience for all users.

We've achieved a

27% uplift

in accessibility across all migrated agency content, delivering equal access to government information.

And held

2,808 training sessions

for NSW Government public servants to update and maintain their own agency-specific content.

We've achieved an

87% satisfaction

score, showing our commitment to supporting agencies throughout the migration process.

As at 25 August 2026.

Celebrating the program's achievements

Learn about what we've achieved each year since the OneCX Program started in 2019.  We've included key accomplishments and milestones such as:

  • websites migrated
  • platform enhancements and new features
  • numbers of users reached
  • launch of new support services for agencies
  • awards won.

Yearly timeline

2026

July

Climate Change, Energy, the Environment and Water
Premier's Department
nsw.gov.au
  • Migration of nsw.gov.au Help Hub to new platform

June

Customer Service
Health

May

Health
Premier's Department
Treasury
nsw.gov.au
  • Statement of Accessibility for nsw.gov.au achieved through independent audit

April

Health

March

Education
nsw.gov.au
  • Enhanced training environment for nsw.gov.au content authors

February

Climate Change, Energy, the Environment and Water
Communities and Justice
Creative Industries, Tourism, Hospitality and Sport
Health
Premier's Department
Treasury
nsw.gov.au
  • Content Management System (CMS) updates to support the Aboriginal Cultural and Intellectual Property Protocol
  • Distributed Denial of Service (DDoS) testing completed

January

Customer Service
2025

December

Climate Change, Energy, the Environment and Water
Transport
nsw.gov.au
  • Google Tag Manager server-side migration for improved site speed/performance and analytics.

November

Health
Primary Industries and Regional Development
nsw.gov.au

October

Creative Industries, Tourism, Hospitality and Sport
Customer Service
Transport
nsw.gov.au
  • Vertex AI summary for nsw.gov.au search sent live.

September

Customer Service
nsw.gov.au
  • New agency page content type released
  • Accessibility Audit report received.

August

nsw.gov.au
  • CMS Component Catalogue released. It provides an interactive, visual overview of the blocks and features available in our content management system (CMS) and links to detailed guidance on how to use them.

July

Customer Service
Communities and Justice
nsw.gov.au
  • Colour theme updated on website to align with government initiatives.

June

NSW Health
Transport for NSW
nsw.gov.au

May

Customer Service
NSW Treasury
nsw.gov.au
  • 100% customer satisfaction on Help Hub
  • New Acknowledgement of Country component added to the CMS.

April

Customer Service
nsw.gov.au
  • 5-year anniversary of nsw.gov.au 

March

Transport for NSW
Communities and Justice
  • Homes NSW  

  • During the Ex-Tropical Cyclone Alfred emergency, communities turned to nsw.gov.au as the trusted source of truth for timely and reliable information. Increased website traffic during March reflects the vital role nsw.gov.au plays in keeping the public informed and supported when it matters most.

February

Planning, Housing and Infrastructure
Creative Industries, Tourism, Hospitality and Sport
nsw.gov.au
  • Upgraded the nsw.gov.au CMS to Drupal 10.4.3.

January

Premier's Department
2024

December

Communities and Justice
Customer Service
nsw.gov.au
  • Google Vertex search launched on nsw.gov.au.

November

Health

October

Customer Service
Planning, Housing and Infrastructure
Transport
nsw.gov.au
  • Major milestone achieved with 100 website migrations completed.

September

Customer Service
nsw.gov.au
  • Easy Read resources
  • The nsw.gov.au Learning Hub launched to provide CMS users self-paced online learning modules

  • Help Hub Answer bot went live as a new resource to help agency partners.

August

Communities and Justice
Customer Service
Transport
Treasury

July

Customer Service
Planning, Housing and Infrastructure
nsw.gov.au
  • Google Analytics – transition from Universal to new GA4
  • Easy Read content type implemented.

June

Communities and Justice
Customer Service
Premier's Department

May

Communities and Justice
Customer Service
Transport

April

Education

March

Communities and Justice
Education
Premier's Department
Transport

February

  • Collaboration website between Communities and Justice and Transport
Communities and Justice
Education
nsw.gov.au
  • DCS Secretary’s Awards finalists
    • Support team of the year – NSW Digital Channels Customer Service team
    • Working as one – OneCX Program Grants and Funding Finder
  • Detect browser language prompt launched on nsw.gov.au to improve personalisation.

January

Climate Change, Energy, the Environment and Water
Creative Industries, Tourism, Hospitality and Sport
Planning, Housing and Infrastructure
nsw.gov.au
  • The OneCX Program received positive recognition in the Australian Financial Review, highlighting “Australia’s best and worst government websites ranked” 
2023

December

Migrated to nsw.gov.au

November

  • Business in NSW content updated
  • Events map feature went live
  • Seniors hub launched
  • Personalisation for citizen, businesses, visitors, seniors and young audiences was launched
  • The Customer Service team have won Customer Service Team of the Year at the 2023 Australian Service Excellence Awards (ASEA).

October

Migrated to nsw.gov.au
Content updated
nsw.gov.au
  • NSW Digital Channels social media team named finalists in the Khoros Kudos awards in the "Best in Class: Social" category.

September

Migrated to nsw.gov.au
nsw.gov.au
  • Child-friendly events are now listed on the school holidays page.
  • An Agency Directory was launched for the GIPA Act to request access to information.
  • The Help Hub newsletter was launched to provide fortnightly updates for relevant agencies using the CMS

August

Migrated to nsw.gov.au
nsw.gov.au
  • “Events near your area” was added to the homepage
  • Siteimprove became available to all nsw.gov.au CMS users
  • A Password checker was added for ID Support NSW
  • The OneCX Program was named a finalist in the 2023 CX Awards.  One of seven shortlisted for the Excellence in Public Sector: The Citizen Experience award.  

July

Migrated to nsw.gov.au

June

Migrated to nsw.gov.au

May

  • OneCX Program Service Catalogue - Iteration 2.0 was published
  • The DrupalSouth Splash Awards celebrates the best Drupal projects in Australia and New Zealand. The OneCX Program are now the inaugural award winners of not one but two awards:
    1. Overall Best in Show 
    2. Best in Government
  • The Help Hub reached the one year mark

April

Migrated to nsw.gov.au

March

Migrated to nsw.gov.au
  • Centre for Maritime Safety
  • The ServiceNSW Grants Personalisation project went live on nsw.gov.au - For the first time, people can log in to their MyService account and have their profile information drive the personalisation of relevant grants.

February

  • Automated events feed launched that can be filtered on location, date and category.
  • Rainbow Waratah and Sydney WorldPride 2023 logos launched to demonstrate the NSW Government's support of the LGBTQIA+ community and our commitment to inclusivity and diversity within the NSW public service.

January

Migrated to nsw.gov.au
2022

December

Migrated to nsw.gov.au

November

Migrated to nsw.gov.au

October

Migrated to nsw.gov.au
  • Youth on Track
  • Youth Justice NSW
  • Make No Doubt
  • State of the Customer report launched with reusable components developed
  • CSIA award winner - customer transformation project of the year
  • Platform upgrades – PHP upgrade
  • Ongoing OneCX program funding approved
  • Customer satisfaction survey launched with revised methodology
  • Customer payment portal connected (Service NSW and Investment NSW)

September

Migrated to nsw.gov.au

August

July

Migrated to nsw.gov.au
  • Far West LHD
  • Cybermarvel
  • Leaving care
  • Data breach response plan tested and implemented
  • OneCX program support model completed
  • Customer service desk launched, and team onboarded
  • Help-hub launched

June

May

  • Help Hub launched to support agency partners with frequently asked questions and support requests
  • Single COVID-19 safety plan checklist launched
  • Single Sign On proof of concept delivered

April

Migrated to nsw.gov.au

March

Migrated to nsw.gov.au

February

Migrated to nsw.gov.au

January

2021

December

  • Customer Satisfaction score survey implemented
  • Pilot of improved translation service combining machine and human translation

November

  • Design system upgrade -  website design updated with new NSW Government branding
Migrated to nsw.gov.au

October

  • Drupal 9 upgrade completed
Migrated to nsw.gov.au

September

Migrated to nsw.gov.au

August

  • Improved processes sees a consistent boost in internal search clickthrough rates
  • Monthly website users reaches over 14 million

July

June

  • On 26 June nsw.gov.au reached a 1.8million user record
Migrated to nsw.gov.au

April

February

  • Innovation NSW live on nsw.gov.au
  • Readspeaker text to speech live on nsw.gov.au key page templates
2020

December

  • Apolitical Awards finalist in the global "COVID Rapid responders" category
  • 30 December - largest number of webpage visits in a single day, 21.4million

October

  • Australian Government Digital Awards finalist in the "Excellence in multi-agency partnership" category for COVID-19 on nsw.gov.au
  • Premier's Award finalist in the the "Putting the Customer at the Centre" category for COVID-19 data, insights, communications and website Hub, to keep our community safe
  • 100K COVID Safe business registrations received online

September

July

  • QR codes launch to keep customers COVID Safe by contactless check in

June

  • Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.

May

  • COVID-19 heat maps show the postcodes affected by COVID-19
  • COVID Safe Business Registration helps keep businesses and customers safe during COVID-19
  • Customers can now provide feedback on website content through thumbs up (or down) feedback

April

  • Have Your Say relaunches, centralising our public consultations
  • Department of Customer Service website consolidates into nsw.gov.au
  • NSW Registry of Births Deaths & Marriages website consolidates into nsw.gov.au
  • Automatic Translation helps culturally and linguistically diverse communities access critical information in their language

March

  • COVID-19 section launches, a single online destination for government announcements and advice for NSW citizen and businesses
  • Life journeys find a new home (and URL) on nsw.gov.au
  • The new nsw.gov.au is live, with a customer-centric information architecture ready for website consolidation

February

  • The website upgrades to Google Analytics 360, to prepare for more hits, reduced data processing latency and more custom metrics
  • Public Beta launches for public user feedback
  • Private Beta is available for user testing and stakeholder feedback
2019

November

  • Build begins on nsw.gov.au minimum viable product
  • Alpha prototype is developed for nsw.gov.au

Our success stories

A female student in a classroom with her peers sitting next to her and her male teacher helping her on an iPad

Digital Citizenship migrates to nsw.gov.au

The NSW Department of Education’s Digital Citizenship website migration to nsw.gov.au, facilitated by the OneCX Program, modernised content, improved accessibility, and enhanced the user experience, empowering students, parents, and educators with easy-to-find, practical digital safety resources.

Close up of laptop user outdoors in regional nsw

Far West Local Health District joins nsw.gov.au

The Far West Local Health District provides health services to people in far west NSW. Read about their recent migration to nsw.gov.au as part of the OneCX program. 

A group of 5 women of all ages sitting on a park bench

Women NSW joins nsw.gov.au

Women NSW aims to improve the lives of all women in NSW by achieving justice and equality through policy, innovation, and collaboration. In February 2022, the Women NSW website migrated onto nsw.gov.au as part of the OneCX program. Assistant Communications Advisor, Andrew Tsanadis tells us about his experience. 

wishlist_picker

Wishlist picker making it easier for customers to book their wedding!

Couples wanting an intimate and affordable wedding with the Registry, can now create a wishlist for their wedding on nsw.gov.au, via the micro wedding and Registry wedding wishlist pickers.

Related information

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