The 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 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 from November 2019 to December 2021.

Two women celebrate a goal looking at a laptop

What we’re working on now 

See what we’re working on in the first half of 2022, to improve the customer experience, remove duplication of information, and improve our processes and functionality.

A unified customer experience
  • making it seamless for citizens to engage with NSW Government​ 
  • creating a single source of trusted government information for citizens
  • 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
  • ensuring continuous improvement in customer information delivery
  • centralising content and tools for a 'tell us once' customer experience
  • creating an experience that helps the customer find the right feedback channel
De-duplication of information
Improving our processes and functionality
  • migration processes 
  • 24/7 CMS support 
  • secure storage for personally identifiable information (PII) and webform data
  • data management processes 
  • NSW Government design system integration and UX 
  • headless CMS and search 
  • implement new risk framework 
  • 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 second half of 2022.

De-duplication of information
A unified customer experience
  • Grants Phase 2​ 
  • Events 
  • Future of feedback
Improving our processes and functionality
  • process automation 
  • personalisation and enhanced translation services 
  • forms, enhancing user experience 
  • 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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