OneCX Program: building a stronger, accessible and simpler nsw.gov.au
Driving a simpler and stronger nsw.gov.au driven by AI with more agency migrations, accessibility gains, new features, and award-winning digital services.
OneCX Program 2025 wrap up
2025 has been a year of great momentum for the OneCX Program. Together with our agency partners, we’ve continued shaping a more connected, accessible, and inclusive future for New South Wales. Every milestone brings us closer to cementing nsw.gov.au as the one trusted source of truth for government information, services, and community feedback.
From major website migrations to enhanced digital features, here’s a look at what we have achieved this year, and what's coming up next.
Delivering for the people of NSW
With an average of 2.74 million people visiting nsw.gov.au each month, our platform is better equipped than ever to support them. When we plan the nsw.gov.au roadmap, we prioritise three key areas: community and business impact, government priorities and portfolio needs, and website complexity. This approach ensures every interaction is easier, faster, and more accessible.
Since the Program commenced, we’ve migrated and/or decommissioned over 190 websites and launched 876 new features and enhancements. Additionally, the average accessibility uplift across all migrations to date is 30%, delivering equal access to government information.
Key achievements this year include:
- Agency satisfaction score of 88% across 8 portfolios
- Uplifted the digital capability of agencies, developing 188 staff into nsw.gov.au content authors
- 4,538 webpages ranking in the top 3 search results on Google, meaning our content is more visible and trusted
- 4,151 pages published, delivering relevant information in plain English
- 4,589 redundant pages removed, reducing duplication for our customers
- 99% satisfaction in supporting content authors on nsw.gov.au and 100% monthly website uptime, showing our commitment to supporting agencies and delivering a reliable platform
- expanded translation support to 77 languages and dialects, reflective of our culturally and linguistically diverse communities across NSW.
Read more about the program and our achievements in our OneCX Insights library.
Accessibility at the heart of nsw.gov.au
Accessibility isn’t an add-on; it’s a mindset for nsw.gov.au. Accessibility and the customer experience is ingrained in the way we think and build the platform. All content is designed to meet web accessibility standards, making government information easier to access for people with disability, culturally and linguistically diverse and vulnerable communities.
This year, we celebrated five years of nsw.gov.au. To cap off this milestone, the site was recognised at the 2025 Australian Access Awards. The awards recognise and honour outstanding achievements in digital accessibility. We were nominated by a customer, which is a huge acknowledgement. nsw.gov.au took out the honours in two categories, winning Government Website of the Year and the Overall Website of the Year title, ahead of major industry leaders.
In the Adobe 2025 Digital Government Index report, NSW Government also ranked among the top 10 globally for overall digital government performance and achieved perfect scores for accessibility and language translation.
This year we also completed an independent accessibility audit of nsw.gov.au and are working towards an updated Statement of Accessibility early in 2026.
Migrations
This year we’ve successfully migrated or closed 38 NSW Government websites/content pillars including:
Climate Change, Energy, the Environment and Water
Communities and Justice
Creative Industries, Tourism, Hospitality and Sport
Customer Service
- Building Commission NSW - Building and renovating
- Building Commission NSW - Certifiers
- Building Commission NSW - Construction and trade essentials
- NSW Fair Trading - Associations
- NSW Fair Trading - Business essentials
- NSW Fair Trading - corporate
- NSW Fair Trading - Real estate and property
Health
Planning, Housing and Infrastructure
Premier's Department
Primary Industries and Regional Development
Transport
Treasury
These migrations have enhanced accessibility and improved the user experience across critical government services, making it easier for the people of NSW to access the information they need.
Go more in depth with our migrations in our case study library.
Introducing new digital features
Alongside accessibility, we’ve prioritised user experience and personalisation. We launched a powerful new feature: AI-generated search summaries. This enhancement enables our customers to find accurate information fast.
When a customer uses the nsw.gov.au search bar, a short, helpful summary now appears above the standard list of search results. These summaries are powered by generative artificial intelligence (GenAI) and are based solely on the latest content from nsw.gov.au.
We updated CMS components to include a new Acknowledgement of Country block. An example can be seen on the Aboriginal cultural land management page. Additionally, colours from the NSW Aboriginal Brand palette can now be used on campaign and topic pages on nsw.gov.au which are directed towards Aboriginal audiences or relate to Aboriginal content. Some examples include the Information for Aboriginal people and communities in NSW and Healthy you healthy Mob pages.
The Person Profile block was redesigned, further enhancing usability and inclusivity across the website. Examples include Aboriginal Affairs NSW and the NSW Productivity and Equality Commission.
We also introduced a new Agency Content Type which is an agency’s main landing page on nsw.gov.au. The latest version delivers an improved experience for agencies on the platform, offering greater visibility and flexibility over their content.
To support our agency content authors, we launched a new Components catalogue, providing an easy-to-use visual reference of all the different blocks available in our CMS.
Responsive support in times of need
We saw the critical role that nsw.gov.au plays during emergencies when ex-Tropical Cyclone Alfred hit Northern NSW in February. The site provided timely updates and resources in collaboration with the NSW Reconstruction Authority to the people of NSW.
We launched a dedicated landing page providing critical information for those affected by the weather event and later transitioned to a recovery page with details on grants, recovery centres, and essential services. These pages attracted over 152,000 views in two weeks, ranking among the site’s most visited.
Engaging and connecting like never before
Our commitment to supporting agencies post migration is stronger than ever. This year we hosted showcases, refresher sessions and content-focused events.
Through the nsw.gov.au Help Hub, we supported our content community by increasing our knowledge articles by 32% to 481, providing detailed, step-by-step guidance. Our customer service team resolved 9,486 tickets, achieving a 99% satisfaction score.
We continued our commitment to uplifting the digital capability of the public sector, launching 20 new modules on the nsw.gov.au Learning Hub, each with the intent to make managing content and features on nsw.gov.au easier for our 500+ CMS users.
The Customer Experience (CX) toolkit found on the nsw.gov.au Help Hub underwent a major overhaul. Previously a single-page resource, it’s now structured into clear, easy-to-navigate sections with a new Research and data section, featuring practical tips on:
- Using Google Analytics for audience insights
- Reviewing customer feedback
- Running simple usability tests
What’s ahead
The OneCX Program will continue full steam ahead in 2026, partnering with a pipeline of agencies across multiple portfolios. We are continuing to build and innovate a secure and future-ready digital platform.
Whether you’re an agency stakeholder shaping nsw.gov.au information and services, or a customer using them, thank you for being part of this journey. Together, we’re establishing nsw.gov.au as the trusted source of truth for government information for all of NSW.