Supporting agencies to create and quality and accessible content

Content at the heart of the OneCX Program

Great content is the foundation of a trusted government website. When every agency publishes clear, consistent, and accessible information, customers can find what they need quickly, no matter which part of government they are dealing with. The OneCX Program exists to make that possible by giving agencies the tools, training, and support to confidently create high quality content on nsw.gov.au.

By bringing NSW Government portfolios and agencies together on a single platform, we are creating a more connected accessible and inclusive experience for the people of NSW. For customers, this means answers that are easy to find and understand. For agencies, it means having the right guidance, standards, and capability uplift to publish content with confidence.

As part of an agency migration, the OneCX Program team will guide agencies through reviewing and organising their content. Agencies will receive full training and support on managing content on nsw.gov.au. This is part of the OneCX Program’s mission to uplift the digital capability of agencies across the state.

How content works on nsw.gov.au

Content publishing follows a de-centralised model. This means agencies:

• own and manage their own content
• decide who approves, edits, and publishes information
• keep their content and pages up to date.

The nsw.gov.au content team looks after the overall framework. They:

• manage global sections and information architecture
• set content rules and standards
• improve the author experience in the CMS
• provide advice on style, tone, accessibility and readability.

The nsw.gov.au team looks after the overall framework that supports this autonomy. We:

• manage global sections and information architecture
• set content rules and standards
• improve the author experience in the content management system
• provide advice on style, tone, accessibility, and readability.

This model gives agencies control while ensuring customers experience a consistent, reliable website across government.

Visit the OneCX Program content guidance webpage for more information and guidelines.

Why it matters

Customers expect government information to be clear, consistent, and accessible. When content varies between agencies, the customer experience suffers. The OneCX Program bridges this gap by supporting agencies to create content that meets shared standards while still reflecting their expertise.

Agencies know their content best, but customers need a unified experience. The OneCX Program provides the platform, tools, training, and guardrails to make that possible.

The nsw.gov.au team does more than set the rules. We support agencies with the tools and knowledge to create content that puts customers first. By working together, we make nsw.gov.au a source of truth where everyone in NSW can find what they need quickly and easily.

Accessibility

Accessibility is essential to ensuring everyone in NSW can access government information. As part of migration the OneCX Program team will guide agencies through the standards required to meet Web Content Accessibility Guidelines (WCAG) 2.2.

To support accessibility, agencies receive guidance on:

• writing in plain English standards to a grade 9 or lower reading age
• applying headings logically
• building tables for accessibility
• using alternative text for images
• closed captions, transcripts, and audio description tracks available for videos.

We provide guidance and training, as well as tools such as SiteImprove that agencies can use to test their content before publishing, to uncover and fix any issues.

nsw.gov.au is routinely audited by an independent vendor, and the platform is continually improved to meet accessibility needs. This includes enhancements to common components to ensure they meet accessibility standards and planned improvements to translation capability and the rollout of an AI chatbot (more information to come).

How does the OneCX Program support migrated agencies?

Migration is just the beginning. The OneCX Program offers ongoing support to agencies post-migration. This includes:

• learning and development through the nsw.gov.au Learning Hub
• content and CMS guidance
• platform and user management
• guidance on accessibility and readability
• guidance search and site optimisation
• guidance on analytics and insights.

More support is available through the nsw.gov.au Help Hub. Agencies can:

• submit requests for content or CMS guidance
• report bugs and request new features
• read step-by-step support articles for content creation
• track all their requests in one place.

We work with clear Service Level Agreements (SLAs), so you know when to expect a response.

How agencies can measure content performance

Publishing content is not a matter of ‘set and forget’. Understanding how customers use your content helps you improve it over time.

Through Google Analytics, agencies can track the following site interactions: 

• call-to-action clicks
• popular card links
• form submissions
• the use of page navigation
• the use of page tools
• trending topics.

Agencies can see how the audience views data: 

• Which pages did people visit?
• Where did they come from?
• What did they search for?

Additionally, analytics can also provide data on how the audience interacts with content:

• Where did they click?
• Did they download a PDF?
• Did they play a video?
• Did they complete a form?

Migrated agencies can request access to Google Analytics via the nsw.gov.au Help Hub. 

Siteimprove is a tool that can help check and improve webpages, by assessing accessibility, content quality and search engine optimisation (SEO).

Agencies can:

• monitor and fix broken links on their pages
• see the reading age on their pages and adjust content accordingly
• see spelling errors in their content
• run accessibility checks on their webpages, with tips on how to improve content.

These insights can help agencies make improvements to their content and webpages based on real customer behaviour. Read more about monitoring website performance.

How we stay connected

We keep agencies informed and connected through several channels. These also offer agencies opportunities to improve their team’s digital capability and skills:

• nsw.gov.au Help Hub newsletters with updates and training opportunities
• Content Community sessions to share new features and research
• CMS notifications for urgent actions or releases
• CMS drop-in sessions for new learners
• CMS refresher sessions on specific topics
• knowledge articles with step-by-step guidance via the nsw.gov.au Help Hub.

These touchpoints give agencies the tools and confidence to create high-quality content.

Why it matters

In the OneCX Program, the content team does more than set the rules. We support agencies with the tools and knowledge to create content that puts customers first. Stay up to date with the program by subscribing to our mailing list.

An ongoing partnership

The OneCX Program is not just a platform migration; it is a partnership. Agencies keep control of their content, while the nsw.gov.au content team provides the standards, tools and support that ensure customers get a seamless experience across government.

Together, we are building a single, trusted source of truth for the people of NSW.