OneCX Program achievements
Find out about the OneCX Program achievements, including milestones, and launches.
2025 Achievements
July
- Customer Service
- Fair Trading
- Communities and Justice
- Homes NSW
June
- NSW Health
- Transport for NSW
- One of the most valuable resources for migrating agencies, the Customer Experience (CX) Toolkit, has recently undergone a major overhaul. It’s been restructured into easy-to-navigate sections, replacing the previous single-page format. New sections have also been added, and we will continue to do so.
May
- Customer Service
- Building Commission NSW
- NSW Fair Trading
- NSW Treasury
- 100% customer satisfaction on Help Hub
- New Acknowledgement of Country component added to the CMS
March
- Transport for NSW
- Communities and Justice
- Homes NSW
- During the Ex-Tropical Cyclone Alfred emergency, communities turned to nsw.gov.au as the trusted source of truth for timely and reliable information. Increased website traffic during March reflects the vital role nsw.gov.au plays in keeping the public informed and supported when it matters most.
February
- Planning, Housing and Infrastructure
- Creative Industries, Tourism, Hospitality and Sport
- Upgraded the nsw.gov.au CMS to Drupal 10.4.3
2024 Achievements
December
- Communities and Justice
- Customer Service
- Building Commission NSW
- Fair Trading
- Help Hub achieved 44,451 views, an 89% increase from 2023
- Google Vertex search launched on nsw.gov.au
October
- Customer Service
- Planning, Housing and Infrastructure
- Transport
- Reached a major milestone with 100 website migrations since Program commencement
September
- Customer Service
- NSW Fair Trading
- Easy Read resources
- The nsw.gov.au Learning Hub launched to provide CMS users self-paced online learning modules
- Help Hub Answer bot went live as a new channel to help agency partners
August
- Communities and Justice
- Customer Service
- NSW Fair Trading
- Transport
- Treasury
July
- Customer Service
- Building Commission
- Planning, Housing and Infrastructure
- Google Analytics – transition from Universal to new GA4
- Easy Read content type
June
- Communities and Justice
- Customer Service
- Building Commission NSW
- NSW Fair Trading
- Premier's
May
- Communities and Justice
- NSW Police Force
- Housing Appeals Committee
- Customer Service
- NSW Fair Trading
- Transport
April
- Education
- NSW Department of Education
- NSW Education Standards Authority (NESA)
March
- Communities and Justice
- Youth NSW
- Education
- Careers NSW
- Premier's
- Aboriginal Affairs NSW
- Transport
February
- Collaboration website between Communities and Justice and Transport
- Sober Driving Unit
- Communities and Justice
- Education
- Secretary’s Awards finalists
- Support team of the year – Digital Channels Customer Service team
- Working as one – OneCX Grants and Funding Finder
- Detect browser language prompt launched on nsw.gov.au to improve personalisation
January
- Climate Change, Energy, the Environment and Water
- Creative Industries, Tourism, Hospitality and Sport
- Office of the 24-hour Economy Commissioner
- Planning, Housing and Infrastructure
- The OneCX Program received positive recognition in the Australian Financial Review, highlighting “Australia’s best and worst government websites ranked”
2023 Achievements
December
- Migrated to nsw.gov.au:
- Higher School Certificate (HSC) 2023 merit lists published on NSW Education Standards Authority (NESA) pages
November
- Business in NSW content updated
- Events map feature went live
- Seniors hub launched
- Personalisation for citizen, businesses, visitors, seniors and young audiences was launched
- The Customer Service team have won Customer Service Team of the Year at the 2023 Australian Service Excellence Awards (ASEA).
- nsw.gov.au celebrated its first anniversary on LinkedIn
October
- Migrated to nsw.gov.au:
- Careers NSW
- Justice Health and Forensic Mental Health Network
- Fair Trading - Cars and other vehicles
- Fair Trading - Loose-fill asbestos
- Fair Trading - Community gaming
- NSW Reconstruction Authority
- Coercive control
- Added 'Popular Grants' to Grants and funding
- Content updated on
- Get Ready NSW
- Emergency
- Prepare for a disaster
- Understand your risk
- How to find an evacuation centre
- Recovering from a disaster
- Bushfires in NSW and corresponding pages
- Storms in NSW and corresponding pages
- Heatwaves in NSW and corresponding pages
- Digital Channels social media team named finalists in the Khoros Kudos awards in the "Best in Class: Social" category.
September
- Migrated to nsw.gov.au:
- Child-friendly events are now listed on the school holidays page.
- An Agency Directory was launched for the GIPA Act to request access to information.
- The Help Hub newsletter was launched to provide fortnightly updates for relevant agencies using the CMS
August
- Migrated to nsw.gov.au:
- Office of Social Impact Investment (OSII)
- Virtual Care hub established (part of NSW Health)
- NSW Curriculum Reform (part of NESA)
- Boom Gate Gallery
- Coercive Control website launched
- Cost of Living hub launched
- “Events near your area” was added to the homepage
- Siteimprove became available to all nsw.gov.au CMS users
- A Password checker was added for ID Support NSW
- The OneCX Program was named a finalist in the 2023 CX Awards. One of seven shortlisted for the Excellence in Public Sector: The Citizen Experience award.
July
- Migrated to nsw.gov.au:
- The About Us page for NSW Education Standards Authority (NESA)
- Department of Premier and Cabinet - Corporate Site split in two:
Premier's Department
The Cabinet Office
- Key pages for Greater Sydney's 24-hour economy went live
- The Home buyer grants and assistance schemes launched
- Automated days countdown timer added to the school holidays page
- The Revenue NSW Property Eligibility Tool launched
June
- Migrated to nsw.gov.au:
- Map enhancements added to Walks Near Me
- Personalisation of the main search bar on the OneCX homepage was launched to reduce the reliance on internal searches, get people to their destination quicker and deliver trending information faster.
- The Contact Us form was integrated for ID Support NSW
- An online case study library launched for SmartNSW
May
- OneCX Program Service Catalogue - Iteration 2.0 was published
- The DrupalSouth Splash Awards celebrates the best Drupal projects in Australia and New Zealand. The OneCX Program are now the inaugural award winners of not one but two awards:
1. Overall Best in Show
2. Best in Government - The Help Hub reached the one year mark
April
- Migrated to nsw.gov.au:
- The CMS component guide was launched to provide guidelines for content management system users.
March
- Migrated to nsw.gov.au:
- The ServiceNSW Grants Personalisation project went live on nsw.gov.au - For the first time, people can log in to their MyService account and have their profile information drive the personalisation of relevant grants.
February
- Automated events feed launched that can be filtered on location, date and category.
- Rainbow Waratah and Sydney WorldPride 2023 logos launched to demonstrate the NSW Government's support of the LGBTQIA+ community and our commitment to inclusivity and diversity within the NSW public service.
2022 Achievements
December
- Migrated to nsw.gov.au:
- Shared equity home buyer helper
- First home buyer page refresh
- Location-based personalisation on Floods homepage
- New web hosting contract executed
- nsw.gov.au disaster recovery exercise completed
November
October
- Migrated to nsw.gov.au:
- State of the Customer report launched with reusable components developed
- CSIA award winner - customer transformation project of the year
- Platform upgrades – PHP upgrade
- Ongoing OneCX program funding approved
- Customer satisfaction survey launched with revised methodology
- Customer payment portal connected (Service NSW and Investment NSW)
September
August
- Annual accessibility audit
- New information architecture and sub-topic pages released
- CX awards finalist
July
- Migrated to nsw.gov.au:
- Data breach response plan tested and implemented
- OneCX program support model completed
- Customer service desk launched, and team onboarded
- Help-hub launched
June
- Far West Local Health District live on nsw.gov.au.
- Multi-page publication template launched with the NSW Budget Women's opportunity statement
- SEO: New search features launched for improved search results relevance
- SEO: How to schema functionality launched
May
April
- Migrated to nsw.gov.au:
- New image gallery and video listing features implemented
- CMS style guide rolled out
- Non-corporate brand palettes implemented for Companion Card and State of the Customer
March
- Migrated to nsw.gov.au:
- Floods hub launched on nsw.gov.au
- Redesigned landing pages for Living in NSW, Working and Business and What's Happening
- BDM micro and registry wedding wishlist tool launched
- Supporting feature for headless API's implemented
Feburary
- Migrated to nsw.gov.au:
- Women NSW live on nsw.gov.au
- Water Safety live on nsw.gov.au
- Clinic finder functionality re-utilised with launch of vaccination clinic finder
2021 Achievements
December
- Customer Satisfaction score survey implemented
- Pilot of improved translation service combining machine and human translation
November
- Design system upgrade - website design updated with new NSW Government branding
Migrated to nsw.gov.au:
August
- Improved processes sees a consistent boost in internal search clickthrough rates
- Monthly website users reaches over 14 million
July
- New COVID-19 case locations listing get 83% thumbs up on launch
- 21 July Safety and rules on NSW waterways live on nsw.gov.au
June
- On 26 June nsw.gov.au reached a 1.8million user record
Migrated to nsw.gov.au:
February
- Innovation NSW live on nsw.gov.au
- Readspeaker text to speech live on nsw.gov.au key page templates
2020 Achievements
December
- Apolitical Awards finalist in the global "COVID Rapid responders" category
- 30 December - largest number of webpage visits in a single day, 21.4million
October
- Australian Government Digital Awards finalist in the "Excellence in multi-agency partnership" category for COVID-19 on nsw.gov.au
- Premier's Award finalist in the the "Putting the Customer at the Centre" category for COVID-19 data, insights, communications and website Hub, to keep our community safe
- 100K COVID Safe business registrations received online
September
- COVID-19 clinic finder launches to help customers find their nearest coronavirus testing centre in NSW.
July
- QR codes launch to keep customers COVID Safe by contactless check in
June
- Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.
May
- COVID-19 heat maps show the postcodes affected by COVID-19
- COVID Safe Business Registration helps keep businesses and customers safe during COVID-19
- Customers can now provide feedback on website content through thumbs up (or down) feedback
April
- Have Your Say relaunches, centralising our public consultations
- Department of Customer Service website consolidates into nsw.gov.au
- NSW Registry of Births Deaths & Marriages website consolidates into nsw.gov.au
- Automatic Translation helps culturally and linguistically diverse communities access critical information in their language
March
- COVID-19 section launches, a single online destination for government announcements and advice for NSW citizen and businesses
- Life journeys find a new home (and URL) on nsw.gov.au
- The new nsw.gov.au is live, with a customer-centric information architecture ready for website consolidation
February
- The website upgrades to Google Analytics 360, to prepare for more hits, reduced data processing latency and more custom metrics
- Public Beta launches for public user feedback
- Private Beta is available for user testing and stakeholder feedback
2019 Achievements
November
- Build begins on nsw.gov.au minimum viable product
- Alpha prototype is developed for nsw.gov.au
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