The migration process and how to prepare for it
The OneCX Program follows a tried and tested migration process. Preparing your agency and existing content is key to a successful website migration.
Getting ready to migrate
You'll need to prepare your agency and review your current website before starting the migration process. You should review the following areas.
You'll need to establish your working group, including your team of subject matter experts (SMEs) and representatives from across the business.
Identify content owners
You must review your content and identify:
- who owns content across your site.
- your SMEs for each category.
Key agency team members
You’ll need to identify the following roles:
- Sponsor
- Acts as a spokesperson to senior management (such as for escalations, risks and reporting).
- Is the preferred sender of organisational information top-down.
- Business owner
- Escalation point for key decisions and sign-off.
- Project lead
- The daily contact and authorised to make day-to-day decisions.
- Change or communications advisor
- Key contact for change and communications activities.
- SMEs, Technology or Web manager and Privacy advisor
- Reviewing and approving content.
- Tech support for OneCX tech team and manages privacy impact assessment.
Your web content, PDFs and grants should be reviewed for accuracy and relevance. You'll need to audit your site content, including all PDFs and grants. You should:
- get a list of all your webpages
- review the currency and relevancy of your content
- check internal and external links
- get all the media files
- identify any PDFs, (these will either be converted to html, or need to be made accessible).
The privacy and security of your forms and content will need to be compliant with current recommendations.
You'll need to do a privacy audit to:
- find any forms collecting personal data
- identify any links to third party sites, collecting personal data
- know who your agency’s privacy officer is.
Privacy impact assessments
A privacy impact assessment (PIA) is essential for webforms that collect personal information and may pose a privacy risk.
A link to your agency's PIA must be added in the website for every webform.
Safe and secure data storage
You must consider that:
- Personal information collected through webforms is not to be transmitted by email.
- A secure data storage system must be used.
- It's strongly recommended that personal information is stored in Australia.
Privacy collection notices
A privacy collection notice is required for every webform that collects personal information on nsw.gov.au.
The purpose of the notice is to provide information to individuals about any proposed use or disclosure of their personal information.
How we support you
We can help you to meet your privacy and compliance needs by:
- Assessing your privacy risk and conducting a Privacy Impact Assessment. Provide you with a privacy impact assessment (PIA) template and guide you through the process.
- Recommending a suitable Privacy Collection Notice and helping to customise it. We can provide you with sample privacy collection notices and consent templates.
- Ensuring personal information is securely transmitted and protected. Ensure platform and web collection solutions are transmitting encrypted, data securely and customer information is protected through privacy and cyber security best practice and compliance requirements.
We will work with your IT technical lead to connect the web collection user interface with your secure data store location.
We can apply your privacy collection notice to all of your web collection forms.
A technical assessment of your site's functionality and how it runs and integrates with any other services is necessary. You should do a technical assessment of your site to:
- understand the functionality of your current site
- consider any features or components.
You'll need to consider if your agency uses services from Service NSW (for example, contact centres or customer service support)? If you do, you'll need to tell the delivery lead.
Your agency should also consider:
- current challenges or risks
- customer journeys
- timeframe considerations
- existing platform contracts
- agency change readiness.
Readiness assessment and website prioritisation checklist
Your website is ready, and will be prioritised for migration, based on the following criteria:
- Site preparedness: has a site audit been conducted and is your website content current and accurate?
- Site analysis: how complex is your site? You should consider the number of pages, files, and technical requirements.
- Alignment to OneCX: is there awareness, agreement and alignment on the OneCX Program vision within your agency?
- Resources: are your agency staff available to collaborate?
- Governance: do you have a current Governance process? Is there a clearly defined internal process for approvals?
- Context: is there other change occurring within your agency?
- Other drivers: are there other factors that may escalate priority or readiness such as, technical, security, complexities, contractual or portfolio priority.
Migration process
While each website migration is unique, this is an overview of what your journey might look like.
Before your migration starts, your agency will be prompted to prepare for migration. This could happen anywhere from 1-6 months (or more) ahead of the start date, depending on the size and scope of your website. Pre-migration your agency will need to complete:
- a content and PDF audit
- a technical assessment
- a privacy audit
- identified content owners.
In this preparation stage, you may also be introduced to your OneCX Program Change Advisor to begin to identify and prepare for any change impacts to your agency and customers.
The better prepared an agency is, the more smooth and successful the migration.
During the discovery stage, information will be collected about the migration. Requirements and scope will be agreed upon. Activities include:
- a review of the content audit
- reviewing current data and analytics
- auditing skills and training needs
- establishing working groups
A partnership agreement will be sent to your agency for review and signing.
Change management
During the discovery stage, your Change Advisor will walk you through the change blueprint and guide you through activities such as stakeholder mapping and impact assessments.
The planning stage has 3 parts.
Requirements and scoping
During this phase you'll work on the following:
- agreement on vision and scope
- co-design user journey mapping
- solution architecture review of your agency's technical requirements
- establishing working groups
- a Partnership agreement will be sent to your agency for review and signing.
Change management
The change communication plan will be started, and a change readiness assessment performed. This includes stakeholder mapping and a content approval process.
Capability
A training need analysis (TNA) will be conducted to find out who needs to be trained as a Content Management System (CMS) user from your agency.
The delivery stage is where pages are built. There are discussions on where information will sit within the global information architecture. Testing and change management is provided to help you and your relevant stakeholders.
Build activities
Your website build activities include:
- user experience (UX), information architecture (IA) and navigation expert solutions
- content design
- front-end and back-end development pending agreement of scope
- quality assurance (QA) and user acceptance testing (UAT) testing
- SEO content reviews and SEO technical testing.
Capability uplift
Your agency's website editors will get access to their training plan. This will include platform, tools, and skills training and assessments.
We'll provide relevant system access to agency users who pass training assessment.
Change management
We will develop a change communications plan and collateral to help you support key internal and external stakeholders through the change.
Reviews and approvals are completed by your agency.
The release plan is actioned and your old site is archived.
Your agency will be handed over from the OneCX Program project squad to the ongoing support team within the OneCX Program.
You'll receive the Agency satisfaction survey for your feedback.
At 1-month post-launch an SEO assessment is completed and provided to you.
There will also be a wrap-up report presentation, which includes data on the benefits of the migration, such as accessibility improvements.
The OneCX Program provides ongoing support to agencies after migration which includes:
- management of the strategy and authoring experience
- feature development
- style guides and standards
- day-to-day website operation management.
The Help Hub provides answers to common questions. You'll have access once you've migrated.
Communications
To stay up to date with the OneCX Program and events, you can subscribe to the monthly newsletter.
Ongoing communication throughout delivery includes:
- newsletters
- intranet pages
- briefings – usually within your working groups
- support events and forums.
Support during your migration
Service catalogue
Our service catalogue outlines the support that is offered as part of the OneCX Program, to ensure roles and responsibilities are clear between our team and our agency partners. Support is offered throughout the migration process.
During each phase of migration the tasks that the OneCX Program team can provide support with include:
Discovery assessment
- thorough website audit of your content (supported by data), technical systems and any customer research already conducted by your agency
- content strategy (to be led by your agency).
Requirements and scoping
- agreement on vision and scope
- measurement strategy development
- co-design user journey mapping
- search engine optimisation (SEO) planning
- solution architecture review of your agency's technical requirements.
Capability
- skills audit and assessment
- platform and tools training and upskilling
- skills training and upskilling.
Discovery assessment
- user experience (UX), information architecture (IA) and navigation
- content design and built-in collaboration with agency
- front-end and back-end development pending agreement of scope
- Agile delivery including creation of stories for customer needs
- quality assurance (QA) testing
- SEO content reviews and SEO technical testing
- CMS configuration and bespoke integrations pending scope agreement
- feature requests where applicable and pending scope agreement
- website archiving with the State Library of NSW.
Change management
- Change and stakeholder management.
The OneCX Program provides ongoing support in strategy and framework and website operations:
- learning and development
- content support and guidance
- user experience (UX)
- the nsw.gov.au platform
- search and site optimisation
- analytics and insights
- user management
For more detailed information about this support, read Help, training and services for managing your content.