NSW Fair Trading (NSWFT) is the consumer protection regulator for the state, creating a competitive and fair marketplace for the NSW community. They safeguard consumer rights, regulate specific industries, occupations, and consumer transactions, and advise traders on fair and ethical business practices.
Migration goals
The OneCX Program partnered with NSWFT to provide a modern and accessible digital platform, to support their mission to become the most customer-centric regulator in Australia.
A website designed with the customer experience at heart, with clear user journeys and complex information distilled into plain English, plays a huge role in helping NSWFT regulate and educate multiple industries.
The migration involved detaching the Office of the Building Commissioner content from NSWFT in line with legislation that split the two entities in 2024. The migration also delivers on 2 missions of the NSW Digital Strategy: Mission 1, making digital services accessible, inclusive and connected for everyone in NSW; and Mission 2, using digital to improve service delivery.
Approach
Due to the size of the agency’s content, the migration was split into individual pillars. By migrating NSWFT content in segments onto nsw.gov.au, customers were able to immediately access the improved information. It also allowed for project learnings and improvements to be carried forward to future pillars.
The pillars were:
In addition, the team launched the Co-operatives and Associations complaints and enquiries forms, and Government Information and Public Access forms.
Challenges
Prior to the uplift and migration of the webpages, NSWFT content was lengthy and difficult to read. Information was not easy to find within the website structure, leading to frustration for consumers, businesses, and stakeholders. Now filled with a wealth of information, the new webpages are accessible, easy to navigate and give customers a clear path to find information or seek help.
The website also contained multiple webforms collecting personal information. OneCX consolidated where possible and the remaining webforms underwent a privacy review. We strengthened the privacy requirements with guidelines from Cyber Security NSW and the Information and Privacy Commission NSW.
Internally, through a structured change management approach, OneCX ensured NSWFT remained well-informed and actively engaged throughout the process.
To ensure proactive stakeholder engagement, we established a dedicated information storage and sharing site, supported by regular email communications. Additionally, we hosted onboarding sessions for reviewers and approvers across all pillars and created dedicated communication channels to foster open dialogue and collaboration.
Collaboration
This migration was a huge undertaking, involving multiple stakeholders. Project governance was paramount in ensuring collaborative decision making and keeping migrations on track.
NSWFT established two governance groups: a steering committee to provide strategic direction, and a project control group for managing the project risks, timelines, stakeholders, and subject matter experts (SME) within the agency. This assisted the OneCX Program project team to focus on the content migration. Over 140 SME reviewed the 800+ pages of content across the pillars. An additional partner to the project was DCS Brand and Digital Communications team. They provided valuable insights as editors of the NSWFT website and the migrated pages on nsw.gov.au.
Methodology
The OneCX team collated various data points to establish a baseline of customer behaviours and needs. This included analysis of the existing website traffic and sources, language translations, device usage, as well as internal search terms. The team reviewed contact centre volumes and statistics to see whether there were any common themes that could be addressed on the new webpages. Qualitative data from NSWFT and Service NSW frontline staff provided great insights.
The team conducted extensive user research to test user flows, specific pain points, and proposed information architecture. Participants represented NSW tenants, landlords, consumers, and businesses.
Customer impact
The migrated information delivered on nsw.gov.au boasts consistent design and navigation and secure handling of customer data.
The OneCX team segmented content by target audiences, each with a dedicated landing page. The team also improved the customer journey by linking complaints and enquiries pathways throughout each section.
NSWFT reviewed approximately 6,400 PDFs and assets for currency and effectiveness, leading to the archival of 4,000 assets. We transferred 1,100 assets to Building Commission NSW, who detached from NSWFT and became a standalone regulator in 2024. This large undertaking delivered a clean and manageable digital footprint for NSWFT, while providing the customer with relevant and current documentation.
The average improvement across all pillars:
- Accessibility uplift of 7%
- Search engine optimisation (SEO) uplift of 5.97%
- Digital certainty uplift of 13.85%
- Quality assurance uplift of 41.24%
- Reading age of 14 from 15.
These enhancements deliver an improved digital experience and ensure customers can access information and seek help securely, and in less clicks.
Other enhancements:
- A Rental and Tenancy feature was implemented that allows related legislation to be updated automatically. This feature enables content to be centrally managed and distributed across multiple pages, streamlining updates and ensuring consistency throughout the site. These improvements help reduce the volume of enquiries by providing more intuitive and organised access to information.
- Centralised and updated news and updates section with updated filters and a resources library for documents and reports.
- An online application form allowing landlords to apply for a “change of circumstance” to re-let their property. This enhancement has provided a secure, functional, and reusable solution that supports NSWFT’s operational needs while advancing the OneCX goal of a consistent, customer-focused government digital experience.
Agency experience
Across the pillars, collaboration scored an average of 84% for agency satisfaction. Business Essentials pillar scored 100% and Complaints and Enquiries scored 90%. Here are 2 of pieces of feedback received:
“The new, easy-to-access format has made a significant difference, and it's clear that people trust our site as a source of information. We have seen tremendous results for rental matters with our webpage visits going from 35k per month, to now over 300k per month.”
NSW Rental Commissioner
“The OneCX team has consistently demonstrated their commitment to supporting the FTNSW team throughout this project. Their responsiveness and willingness to assist, especially under tight timeframes, has been instrumental in helping us meet key deliverables. Whether it's providing technical guidance, troubleshooting issues, or facilitating the migration process, their collaboration has made a significant difference in keeping the project on track.”
Business Essentials stakeholder
The NSWFT migration is now complete, with the original website decommissioned in November 2025. Over 2000 redirects were established to ensure users are taken to the correct pages for both NSWFT and Building Commission NSW on nsw.gov.au. A notification about the transition was kept on the NSWFT homepage over the course of the migration to help customers prepare for this change.
The collaboration between the OneCX Program and NSWFT has delivered on the goal of creating a modern and accessible digital platform for NSWFT, as they continue their mission of becoming the most customer-centric regulator in Australia.