OneCX Program achievements

Find out about the OneCX Program achievements, including milestones, and launches.

2025 Achievements

  • Customer Service
  • 5-year anniversary of nsw.gov.au 
  • Transport for NSW
  • Communities and Justice
  • 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.

2024 Achievements

  • Customer Service
  • 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  
  • Collaboration website between Communities and Justice and Transport
  • 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 

2023 Achievements

  • 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 

 

 

  • 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
  • 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.

 

  • 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

  • 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)
  • Help Hub launched to support agency partners with frequently asked questions and support requests
  • Single COVID-19 safety plan checklist launched
  • Single Sign On proof of concept delivered

2021 Achievements

  • Customer Satisfaction score survey implemented
  • Pilot of improved translation service combining machine and human translation
  • Design system upgrade -  website design updated with new NSW Government branding

Migrated to nsw.gov.au:

  • Drupal 9 upgrade completed

Migrated to nsw.gov.au:

Migrated to nsw.gov.au:

  • Improved processes sees a consistent boost in internal search clickthrough rates
  • Monthly website users reaches over 14 million
  • On 26 June nsw.gov.au reached a 1.8million user record

Migrated to nsw.gov.au:

  • Innovation NSW live on nsw.gov.au
  • Readspeaker text to speech live on nsw.gov.au key page templates

2020 Achievements

  • Apolitical Awards finalist in the global "COVID Rapid responders" category
  • 30 December - largest number of webpage visits in a single day, 21.4million
  • 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
  • QR codes launch to keep customers COVID Safe by contactless check in
  • Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.
  • 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
  • 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
  • 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
  • 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

  • Build begins on nsw.gov.au minimum viable product
  • Alpha prototype is developed for nsw.gov.au
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