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 the OneCX program has delivered, what we’re working on, and what we’re planning to deliver next, to achieve a better digital experience for our customers.

On this page

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.

Two women celebrate a goal looking at a laptop

What we’re working on now 

See what we’re working on in the second half of 2022, 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:
    • Nepean Blue Mountains Local Health District
    • Healthy Living
    • Youth Justice
    • Youth on Track
    • YouChild Story
    • NSW Education Standards Authority (NESA discovery)
    • Transport for NSW Contact Us
    • Seniors Card
    • Revenue NSW, Fines and Fees.
Business:
  • Migrating Fair Trading to nsw.gov.au.
Initiatives:
  • Future of Online Contact - transforming the way customers contact NSW Government online, to ask questions, make complaints, give compliments and provide suggestions. 
  • Further development of the Grants and Funding finder on nsw.gov.au.
  • Campaigns:
    • Make No Doubt
    • It's Caring.
  • Events:
    • Seniors Festival
    • Seniors Expo.
Improving our processes and functionality
  • Personalisation

  • Translation

  • 24/7 CMS support

  • Secure storage for personally identifiable information (PII) and webform data

  • Headless content model

  • Single sign on (SSO)

  • Security information and event monitoring (SIEM) implementation 

  • Platform service reporting. 

What we’re working on next

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

De-duplication of information
  • Citizen:
    • Western NSW LHD 
    • Volunteering NSW
    • Office of Energy and Climate Change
    • Continue the migration of:
      • NSW Education Standards Authority (NESA)
      • Healthy Living
      • Seniors Card.
  • Business:
    • Continue migration of Fair Trading.
  • Initiatives:​ 
    • Continue development of
      • Future of Online Contact strategy
      • Grants and Funding Finder.
A unified customer experience
  • Grants Phase 2​ 
  • Events in NSW
  • Future of Online Contact.
Improving our processes and functionality
  • Mega menu implementation
  • Templates for events, profiles, agencies
  • A reporting framework for marketing and advertising campaigns 
  • Begin Google Analytics 4 transition
  • 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 during each sprint. 
  • Infrastructure upgrades to ensure we maintain currency 
  • Automation of performance and load testing.

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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