Supporting migrated agencies on the nsw.gov.au Help Hub
The Help Hub is a dedicated self-help portal for agencies migrated to nsw.gov.au. It enables agencies to create accessible and inclusive content for NSW.
The OneCX Program is creating one source of truth for a more connected, accessible and inclusive future for NSW. This all-of-government initiative will see over 450 agency websites migrate to nsw.gov.au. Although a single website, agencies are empowered to create and maintain their own content pages. These are all managed within one content management system (CMS).
The OneCX Program provides training and guidance to all migrating agencies. A dedicated service, nsw.gov.au Help Hub, further support agencies. This ensures agencies and their customers have a positive experience on nsw.gov.au.
Introducing the nsw.gov.au Help Hub
Content authors from NSW Government agencies, who have migrated to nsw.gov.au can access the nsw.gov.au Help Hub. The Help Hub supports agencies to produce quality, accessible and inclusive content on nsw.gov.au.
How the Help Hub works
Content authors who have migrated content to nsw.gov.au can use the Help Hub to:
- access self-help guides on how to use the CMS
- submit a request for help
- check on the progress of their requests.
The nsw.gov.au team triage all requests. They resolve system-related issues and send other requests to the right team. Specialist teams help with content guidance, web form support, and issue resolution.
The Help Hub is available 24/7 to help agencies create high-quality content for their nsw.gov.au pages. Dedicated teams are available Monday to Friday 9am-5pm AEST for standard requests. Support is available after hours for critical system issues.
Agencies can expect a first reply within three hours and resolution of standard request within two business days. In the first six months of 2026, 4,969 tickets were received, with a median first-reply time of 46 minutes. The Help Hub achieved a 99% Customer Satisfaction Score.
Fantastic turnaround. The OneCX team really went above and beyond in ensuring a smooth Budget experience.
nsw.gov.au Help Hub user
What you can find on the Help Hub
The Help Hub is home to over 500 practical, self-help guides. These cover how to build pages, use components, and frequently asked questions.
Help Hub resources are created based on new platform features or trends in customer enquiries. The most common requests relate to:
- account login requests and issues
- nsw.gov.au content support and guidance
- adding grant recipient lists.
Agencies can find the help they need faster than ever before, with content trees and built-in search now available on Help Hub article pages. In-page navigation menus allow users to jump straight to the information they need.
Agency partners can find articles to support them with:
- accessibility
- analytics
- CMS support
- content style guides
- search engine optimisation (SEO)
- grants.
The Help Hub is also the destination to submit requests relating to:
- new features and enhancements
- content changes or updates to agency pages
- user access to nsw.gov.au platforms
- adding, updating or adding recipients to a nsw.gov.au grant
- access and questions relating to the nsw.gov.au Learning Hub for CMS training
- privacy enquiries
- reporting a major incident.
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