OneCX program: What we've achieved

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

Latest migration

Nepean Hospital Urology team with new technology treating prostate cancer

Nepean Blue Mountains Local Health District

The second local health district (LHD) to migrate to, Nepean Blue Mountains LHD is an important migration milestone covering metro, regional and rural communities.

The key improvements include:

  • Clear and simple navigation for patients, carers and the community.
  • Updated design, accessibility and visual language aligned with and NSW Health guidelines.
  • Service directory tool making it easier to find a health service.
  • News hub to search and filter news articles and related news articles across key pages.
  • Workflow management - a tool built for a broad range of LHD staff to manage and approve content within the CMS.


2022 Achievements

  • Migrated to
  • Future of online contact – research and discovery complete
  • Launch of Instagram and LinkedIn channels
  • Adobe Target implemented
  • Dept of Customer Service Secretaries’ awards finalists across 3 categories
  • Platform security: distributed denial of service simulation (DDoS), site-wide pen testing, single sign on (SSO)
  • Migrated to
  • 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
  • Improved processes sees a consistent boost in internal search clickthrough rates (was 50%, now over 65%)
  • Monthly website users reaches over 14 million
  • Innovation NSW live on
  • Readspeaker text to speech live on 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
  • 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 Registry of Births Deaths & Marriages website consolidates into
  • 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
  • The new 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 minimum viable product
  • Alpha prototype is developed for
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