Eligibility criteria

OneCX program identifies website content for nsw.gov.au based on 4 factors.

Priority factors:

  • User impact 
    What are the greatest opportunities to deliver the most value to the customer?

Other considerations:

  • Cost 
    How much does it cost the agency to run the website? Can significant cost savings be achieved if moved on to nsw.gov.au?  
  • Readiness  
    Is the agency ready to work on the migration of content and if required close down a website in the next three months without negative impact to existing contracts? What’s in their portfolio pipeline? 
  • Requirements
    Does the website contain bespoke features or functionality – tools, calculators, connections to backend systems – that would be out of scope?

The work undertaken will be underpinned by the all-of-government communication framework pillars — connect, customer-centric and innovate. 

Cost benefit and user impact analysis

High cost benefit 
Low user impact 

Where one agency’s website maintenance costs span multiple websites, it may make sense to retire small websites with little traffic in order to achieve savings quickly. 

High cost benefit 
High user impact 

The majority of project teams will focus on projects eligible in this category due to their potential to improve end-to-end customer experience and provide cost savings to government. 

Low cost benefit 
Low user impact 

These websites are low priority for nsw.gov.au. 

Agencies will be asked to review whether these sites can be retired, or if they are able to self manage the move over to nsw.gov.au with some training on the platform.

Low cost benefit 
High user impact 

Websites where cost benefits may not be immediately realised will be lower priority for the program, however there will be a focus on improving user journey from nsw.gov.au to the agency website. 


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