OneCX Program achievements

February

• Communities and Justice
  • Victims Services
  • Family Community Services
     
• Creative Industries, Tourism, Hospitality and Sport
  • Liquor and Gaming NSW  –  Complaints and Enquiries portal and forms
• Health
  • Western Sydney Local Health District
• Treasury

  • Productivity and Equality Commission

     

January

• Customer Service
  • Fair Trading
    • Name and Shame Register

December

• Transport
  • Bus content

November

• Health
  • Healthy Living
• Primary Industries and Regional Development
  • Local Land Services 
• Aboriginal Brand Colour Palette live
• Australian Access Awards
  • Government Website of the Year
  • Website of the Year

October

• Creative Industries, Tourism, Hospitality and Sport
  • Liquor & Gaming ​NSW
• Customer Service
  • Fair Trading
    • GIPA form
    • Real estate and property
      • Retirement Villages
• Transport
  • Connecting NSW
• Vertex AI summary for nsw.gov.au search sent live

September

• Customer Service
  • Building Commission NSW
    • Building and renovating
    • Construction and trade essentials
  • Fair Trading
    • Corporate – About us
    • Fair Trading agency page uplift
    • Associations and co-operatives related complaints
• Premier's Department
  • Investment NSW
  • Office of the Public Service Commissioner
• New agency page content type released
• Accessibility Audit report received

August

• 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
  • Fair Trading
    • Business Essentials
• Communities and Justice
  • Homes NSW
    • Land and Housing Corporation pages
• Colour theme updated on website to align with government initiatives

June

• NSW Health
  • Health Infrastructure
  • Munch & Move
• Transport for NSW
  • Travel Choices program
• One of the most valuable resources for migrating agencies, the Customer Experience (CX) Toolkit, has recently undergone a major overhaul. It’s been restructured into easy-to-navigate sections, replacing the previous single-page format. New sections have also been added, and we will continue to do so.

May

• Customer Service
  • Building Commission NSW
    • Strata Building Bond and Inspections Scheme
  • NSW Fair Trading
    • Associations
• NSW Treasury
  • Corporate page
• 100% customer satisfaction on Help Hub
• New Acknowledgement of Country component added to the CMS 

April

• Customer Service
  • Building Commission NSW
    • Certifiers
• 5-year anniversary of nsw.gov.au 

March

• Transport for NSW
  • Dogging and Rigging
• Communities and Justice
  • Homes NSW  
    • Housing and Homelessness

• 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.

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February

• Planning, Housing and Infrastructure
  • Bradfield Development Authority
• Creative Industries, Tourism, Hospitality and Sport
  • State Records NSW
• Upgraded the nsw.gov.au CMS to Drupal 10.4.3

January

• Premier's Department
  • NSW Industrial Relations

December

• Communities and Justice
  • Justice Assist
  • Justice Hub
• Customer Service
  • Building Commission NSW
    • Building and Trade Licences and Registrations
  • Fair Trading
    • Consumer Rights and Protection
    • Cooperatives
• Help Hub achieved 44,451 views, an 89% increase from 2023
• Google Vertex search launched on nsw.gov.au

November

• Health
  • Hunter New England Local Health District
  • Hunter New England Kids Health

October

• Customer Service
  • Geographical Names Board
• Planning, Housing and Infrastructure
  • Property and Development NSW
• Transport
  • Pacific Highway upgrade
  • Coffs Harbour bypass
  • Get Kids Active
• Reached a major milestone with 100 website migrations since Program commencement

September

• Customer Service
  • NSW Fair Trading
    • Rent Check
• 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 channel to help agency partners

  ---

August

• Communities and Justice
  • NSW Trustee and Guardian
• Customer Service
  • NSW Fair Trading
    • Complaints and enquiries
• Transport
  • Lifejackets and safety equipment
• Treasury
  • Office of Social Impact Investment

July

• Customer Service
  • Building Commission
    • Register of building work orders
• Planning, Housing and Infrastructure
  • NSW Valuer General
• Google Analytics – transition from Universal to new GA4
• Easy Read content type

June

• Communities and Justice
  • Registrar of Community Housing
  • Countering Violent Extremism Evaluation Tool
• Customer Service
  • Building Commission NSW
    • landing page
  • NSW Fair Trading
    • Rental and Tenancy
• Premier's
  • Aboriginal Affairs NSW

May

• Communities and Justice
  • NSW Police Force
    • Victim support hub
  • Housing Appeals Committee
• Customer Service
  • NSW Fair Trading
    • landing page and about section
• Transport
  • Smart Places

April

• Education
  • NSW Department of Education
    • Digital Citizenship
  • NSW Education Standards Authority (NESA)
    • Teacher Accreditation
    • HSC
    • Leaving school
    • Registration and compliance

March

• Communities and Justice
  • Youth NSW
    • Young people
• Education
  • Careers NSW
    • My Career Planner
• Premier's
  • Aboriginal Affairs NSW
    • Information for Aboriginal people and communities in NSW
• Transport
  • Parramatta Light Rail
  • Riding Training Centre finder

February

• Collaboration website between Communities and Justice and Transport
  • Sober Driving Unit
    • Sober Driver Program
• Communities and Justice
  • Homes NSW
• Education
  • Brighter Beginnings Parent and Carer Information Hub
• Secretary’s Awards finalists
• Support team of the year – Digital Channels Customer Service team
• Working as one – OneCX Grants and Funding Finder
• Detect browser language prompt launched on nsw.gov.au to improve personalisation 

January

• Climate Change, Energy, the Environment and Water
  • Department of Climate Change, Energy, the Environment and Water landing page
• Creative Industries, Tourism, Hospitality and Sport
  • Office of the 24-hour Economy Commissioner
    • Office of the 24-hour economy
• Planning, Housing and Infrastructure
  • Department of Planning, Housing and Infrastructure landing page
• The OneCX Program received positive recognition in the Australian Financial Review, highlighting “Australia’s best and worst government websites ranked” 

December

• Migrated to nsw.gov.au:
  • Murrumbidgee Local Health District
  • Southern NSW Local Health District

• Higher School Certificate (HSC) 2023 merit lists published on NSW Education Standards Authority (NESA) pages

  ---

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).
• nsw.gov.au celebrated its first anniversary on LinkedIn 

October

• Migrated to nsw.gov.au:
  • Careers NSW
  • Justice Health and Forensic Mental Health Network
  • Fair Trading - Cars and other vehicles
  • Fair Trading - Loose-fill asbestos
  • Fair Trading - Community gaming
  • NSW Reconstruction Authority
  • Coercive control
• Added 'Popular Grants' to Grants and funding
• Content updated on
  • Get Ready NSW
  • Emergency
  • Prepare for a disaster
  • Understand your risk
  • How to find an evacuation centre
  • Recovering from a disaster
  • Bushfires in NSW and corresponding pages
  • Storms in NSW and corresponding pages
  • Heatwaves in NSW and corresponding pages
• 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:
  • Create NSW
  • Sound NSW
  • Volunteering in NSW
• 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:
  • Office of Social Impact Investment (OSII)
  • Virtual Care hub established (part of NSW Health)
  • NSW Curriculum Reform (part of NESA)
  • Boom Gate Gallery
  • Coercive Control website launched
  • Cost of Living hub launched
• “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:
  • The About Us page for NSW Education Standards Authority (NESA)
  • Department of Premier and Cabinet - Corporate Site split in two:
    Premier's Department
    The Cabinet Office
• Key pages for Greater Sydney's 24-hour economy went live
• The Home buyer grants and assistance schemes launched
• Automated days countdown timer added to the school holidays page
• The Revenue NSW Property Eligibility Tool launched

June

• Migrated to nsw.gov.au:
  • About Walks Near Me
• Map enhancements added to Walks Near Me
• Personalisation of the main search bar on the OneCX homepage was launched to reduce the reliance on internal searches, get people to their destination quicker and deliver trending information faster.
• The Contact Us form was integrated for ID Support NSW
• An online case study library launched for SmartNSW

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:
  • Regional Growth NSW Development Corporation
  • Western Local Health District
  • Seniors Card
• The CMS component guide was launched to provide guidelines for content management system users.

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:
  • Department of Regional NSW

December

• Migrated to nsw.gov.au:
  • Nepean Blue Mountains Local Health District
  • Youth NSW
  • Fair Trading – Charitable fundraising
  • Revenue NSW – Fines and fees
  • Are you a carer in NSW?
  • Far West Health Jobs.
• Shared equity home buyer helper
• First home buyer page refresh
• Location-based personalisation on Floods homepage
• New web hosting contract executed
• nsw.gov.au disaster recovery exercise completed

November

• Migrated to nsw.gov.au:
  • Transport for NSW – contact us
  • Transport for NSW – geared
• Future of online contact – research and discovery complete
• Launch of Instagram and LinkedIn channels
• Adobe Target implemented
• Platform security: distributed denial of service simulation (DDoS), site-wide pen testing, single sign on (SSO)

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:
  • NSW Seniors Festival
  • NSW Seniors Expo
  • Transport for NSW - holiday and journey planning
  • Transport for NSW - moorings
  • Transport for NSW - protecting the environment
  • Training Services resources library
  • Life events

August

• Annual accessibility audit
• New information architecture and sub-topic pages released
• CX awards finalist

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

• Far West Local Health District live on nsw.gov.au.
• Multi-page publication template launched with the NSW Budget Women's opportunity statement
• SEO: New search features launched for improved search results relevance
• SEO: How to schema functionality launched

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:
  • Companion Card
  • We commemorate
  • NSW Telco Authority
  • Test Safe
  • Training Services NSW
  • Smart and Skilled.
• New image gallery and video listing features implemented
• CMS style guide rolled out
• Non-corporate brand palettes implemented for Companion Card and State of the Customer

March

• Migrated to nsw.gov.au:
  • Subsidence Advisory
  • Their futures matter
  • Centre for Property Acquisition
  • Cladding Registration
  • NSW Disaster Assistance Arrangements
  • Roads and Waterways (phase 1-10 pillars)
• Floods hub launched on nsw.gov.au
• Redesigned landing pages for Living in NSW, Working and Business and What's Happening
• BDM micro and registry wedding wishlist tool launched
• Supporting feature for headless API's implemented

February

• Migrated to nsw.gov.au:
  • Women NSW live on nsw.gov.au
  • Water Safety live on nsw.gov.au
• Clinic finder functionality re-utilised with launch of vaccination clinic finder

January

• Ongoing development on Grants and Funding (phase 1 Beta)
• Migrated to nsw.gov.au:
  • Hardship Review Board
  • Office of Responsible Gambling
  • 2022 Youth Week

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:

• Safety starts with you
• Child Protection Legal Conference
• Driver and Rider Licences

October

• Drupal 9 upgrade completed

Migrated to nsw.gov.au:

• Mental health at Work
• Grandparents Day

September

Migrated to nsw.gov.au:

• Business Connect
• Road Safety and Rules

August

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

July

• New COVID-19 case locations listing get 83% thumbs up on launch
• 21 July Safety and rules on NSW waterways live on nsw.gov.au

June

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

Migrated to nsw.gov.au:

• Resilience NSW
• Vehicle registration

April

• E10 Fuelcheck live on nsw.gov.au

February

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

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

• COVID-19 clinic finder launches to help customers find their nearest coronavirus testing centre in NSW.

July

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

June

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

November

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