The nsw.gov.au roadmap

Creating a unified and customer-centric digital experience for people of NSW.

The OneCX program is making it easier for customers to engage with NSW Government, by creating a digital experience based on their needs, rather than the structure of Government.

We’re working with agencies to build nsw.gov.au as the one place for customers to source information from across Government. 

This roadmap outlines what we have delivered, what we’re working on, and what we’re planning to deliver next, to achieve a better digital experience for our customers.

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What we've achieved

Find out about our program achievements, including milestones and launches since the commencement of the OneCX program.

Take a look at our month by month timeline of achievements.

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What we’re working on now 

See what we’re working on in the first half of 2023, to improve the customer experience, remove duplication of information, and improve our processes and functionality.

A unified customer experience

Citizen​: 

  • Making it seamless for citizens to engage with NSW government​.

  • Creating a single source of trusted government information for citizens.

Business: 

  • Creating an easy to navigate central source of information for business audiences.​ 

  • Streamlining messaging and reducing content duplication.​ 

  • Building a centralised content gateway of business advice and concierge to support business owners.

Initiatives: 

  • Further developing a centralised portal for all NSW Government grant and funding opportunities. 

  • Ensuring continuous improvement in the delivery of customer information. 

  • Centralising content and tools for 'tell us once' customer experience​.

De-duplication of information
Citizen:
  • Migrating to nsw.gov.au:
    • Healthy Living
    • Western Local Health District
    • NSW Education Standards Authority (NESA)
    • NSW Seniors Card
    • Regional NSW corporate site
    • Public spaces near me.
Business:
  • Migrating to nsw.gov.au:
    • NSW Fair Trading corporate site.
Initiatives:
Improving our processes and functionality
  • Headless content model.
  • Personalisation implementation.
  • Templates for events, campaigns and breaking news.
  • Improvements to search filters and faceted search.
  • Translation strategy and approach.
  • Google Analytics 4 transition.
  • Content design style guidelines.
  • Secure storage for personally identifiable information (PII) and webform data.
  • Security information and event monitoring (SIEM) implementation.
  • Platform service reporting.
  • A reporting framework for marketing and advertising campaigns.
  • Improve the agency-as-a-customer experience of nsw.gov.au.
  • A framework for mapping and spatial data framework for application programming interface (API) orchestration.
  • Security reviews and updates: 
    • distributed denial of service simulated attack 
    • ongoing security review. 
  • Infrastructure upgrades to ensure we maintain currency.
  • Automation of performance and load testing.
  • Whole-of-government content calendar.
  • Ongoing social media development:
    • community of practice
    • LinkedIn thought leadership strategy and rollout
    • updating and adding to the social media guidelines.
  • Agency research and ongoing improvements to internal processes to improve service offering.
  • Helphub enhancements.

What we’re working on next

See the work we have planned for the second half of 2023.

A unified customer experience

  • Citizen​: 

    • Making it seamless for citizens to engage with NSW government​.

    • Creating a single source of trusted government information for citizens.

  • Business: 

    • Creating an easy to navigate central source of information for business audiences.​ 

    • Streamlining messaging and reducing content duplication.​ 

    • Building a centralised content gateway of business advice and concierge to support business owners.

  • Initiatives: 

    • Further developing a centralised portal for all NSW Government grant and funding opportunities. 

    • Ensuring continuous improvement in the delivery of customer information. 

    • Centralising content and tools for 'tell us once' customer experience​.

De-duplication of information
  • Citizen:
    • NSW Education Standards Authority (NESA)
    • Healthy Living.
  • Business:
    • NSW Fair Trading corporate site.
  • Initiatives:​ 
Improving our processes and functionality
  • Design patterns for:
    • maps
    • search
    • co-branded content.
  • Customer data platform (CDP) implementation.
  • Personalisation for:
    • health content
    • events listing pages.
  • Headless content modelling.
  • Embedding improvements in the agency-as-a-customer experience of nsw.gov.au.
  • Digital asset management (DAM) migration.
  • Cultural and linguistic diversity (CALD) accessibility guidance tool minimum viable product launch.
  • Content management system (CMS) preview environment for review purposes.
  • Ongoing social media development:
    • community of practice
    • social media community management and approvals tool
    • enhancing our LinkedIn and Instagram channels
    • updating and adding to the social media guidelines.

Can’t see what you need?

The OneCX program takes a build once, use often approach. If you’d like to suggest a new feature or migration we don't currently have planned, talk to us. Together, we can explore your requirements, other potential use cases and alignment with the program’s core priorities.

Contact the NSW Government Digital Channels team
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