OneCX Program vision and objectives
We're bringing NSW Government websites together on nsw.gov.au, making it easier for people to find trusted information and services. Learn more.
Vision
Our ultimate goal is to create a digital experience based on customer needs, on nsw.gov.au.
That means one trusted source of truth for NSW Government information.
When we migrate an agency's content, the OneCX program aims to ensure it's simple to use and inclusive for everyone in NSW.
What success looks like
People come to government websites to seek (find information) say (provide feedback), or do (complete a task). Customers want to find what they're looking for, quickly.
Our aim for every customer is that they can:
- complete specific tasks online in fewer clicks, on fewer websites, or in less time
- find consistent information through search, or browsing customer-centred topics on one website
- voice their opinion on what the government is doing through a central channel.
Our aim for every agency is:
- consistent design, content and style
- increased web traffic to agency programs and government grants
- reduced customer queries
- lower costs for special website features
- improved accessibility, security, platform stability and ongoing support
- uplift in each agency's ability to manage their web content on the new platform.
Our commitment
Migrating over 450 government websites onto nsw.gov.au is a complex challenge requiring specialist knowledge.
The OneCX Program provides agencies with the support and the platform they need to deliver exceptional digital services to the people of NSW.
We offer:
- best-in-class customer-centric experiences co-designed with our agency partners and customers
- end-to-end delivery and support
- economies of scale at a whole of government level
- core and common platforms that are scalable and easily rolled out to the whole-of-government architecture
- secure and compliant systems that are ISO 27001 and PCI DSS certified
- continual improvement loops and measurement.
How we're taking on the challenge
To create our vision, we've gathered specialists in their field. They work with agencies on their web content as we migrate it to nsw.gov.au.
Our developers build reusable functionality, such as search tools, so these functions can be deployed by multiple agencies.
Our data, business and quality assurance analysts check the data and processes to make sure we're putting our efforts in the right places.
Our user experience people test and research, to ensure the website's customers have a truly great experience.
Our search engine team helps customers find the most relevant content easily.
Our content advisors uplift the content as they move it across to nsw.gov.au. We reduce the number of webpages where it makes sense to.
Our privacy team handle customer data with care, transferring and storing it securely.
We partner closely with agency subject matter experts to make sure we get it right.
Our service is award-winning. Read about our achievements.