Overview
The OneCX Program is making it easier for customers to engage with the NSW Government by tailoring the digital experience to their needs, rather than the structure of government.
We're partnering with agencies to build nsw.gov.au as the one place for customers to access government information.
What we've achieved
Learn about our program achievements, including milestones and launches since the commencement of the OneCX Program. Take a look at our month-by-month timeline of achievements.
What we're working on now
See what we're currently working on to improve the customer experience, eliminate information duplication, and enhance processes and functionality.
Content migration
Citizen
- Aboriginal Affairs NSW
- Cities and Active Transport
- Department of Climate Change, Energy, the Environment and Water (DCEEW) landing page
- Department of Planning, Housing and Infrastructure (DPHI) landing page
- Digital Citizenship
- Fair Trading - Rental and Tenancy
- Homes NSW
- Hunter New England Local Health District
- Justice Health inmate portal
- Lifejacket Wear It
- Murrumbidgee Local Health Districts
- NSW Education Standards Authority (NESA)
- NSW Treasury – corporate site
- Sober Driver Program.
Business
Liquor and Gaming NSW
Office of the 24-hour Economy.
Initiatives
- Aboriginal audience topic section.
Improving our processes and functionality
Security
- Site-wide security vulnerability assessment
- Single sign-on for GA4 and other Google applications.
Customer experience
- Authoring interface improvements - CK Editor 5 upgrade
- Standardised mapping solution
- Support personalisation by implementing a customer data platform to create customer segmentation and profile management in OneCX platform
- Ongoing accessibility improvements
- Implementation of digital asset management system to create a centralised digital assets repository with advanced search tools.
Initiatives
- Ongoing automated quality assurance of nsw.gov.au
- Platform environment strategy
- Ongoing application enhancement to assist search engine optimisation (SEO)
- Enterprise GitHub enhancements for platform automation.
A unified customer experience
Citizen
- Homes NSW landing page
- Personalised careers support
- A user-friendly land tax calculator
- Additional case studies for State of the Customer (SOC)
- Expansion of the property eligibility tool for the domestic violence cohort
- Crisis and emergency content
- Events map view enhancements
- Global search discovery
- Component and template audit
- Delivery of components for new functionality
- Whole-of-government grants information on nsw.gov.au via Grants and Funding Finder.
Initiatives
Our key initiatives include:
- Help Hub user experience enhancements
- Transition to GA4
- Enable 'Voice of the Customer' functionality and a tab to the Help Hub via Drupal the content management system (CMS) (for agency partners)
- CMS component style guide V4.0
- Accessibility audit
- Personalisation program to enhance user experience
- Customer data platform implementation.
What we're working on next
See some of what we have planned for later in 2024.
Content migration
Citizen
- NSW Education Standards Authority (NESA)
- Fair Trading - Building and Construction
- Healthy Living
- Valuer General.
Business
- NSW Fair Trading corporate site
- Liquor and Gaming.
Initiatives
- Further development of the Grants and Funding finder on nsw.gov.au.
Improving our processes and functionality
Security
- Continue work on the security vulnerability assessment
- Distributed Denial of Service (DDOS) vulnerability assessment
- Platform infrastructure improvements
- NSW Cyber Security policy attestation
- Platform upgrades.
Customer experience
- Pilot authenticated experience on nsw.gov.au
- Pilot distributed content model (Headless CMS)
- Ongoing accessibility improvements.
Initiatives
- Consent management strategy
- Ongoing application enhancement to assist search engine optimisation (SEO).
A unified customer experience
Citizen
- Continue to assess, approve and implement emerging technologies into OneCX platform (Drupal).
Initiatives
- Finalise transition to GA4
- Ongoing updates and improvements to the CMS component style guide.
- Improved digital capability