OneCX program

Right now, there are over 750 websites across NSW Government agencies and departments...

And each site has its own design, user experience, and technology platforms. Which means our customers have an inconsistent and often frustrating user experience.

Can we do something about it?

Great idea… Say hello to The One CX Program. It’s transforming our customer’s digital experience of NSW Government.

We’re making it easier for customers to access the information they need, without having to understand or navigate the structure of government.

We’re working with each government agency to build nsw.gov.au as the one place for customers to source information.

Here, customers can find accessible, relevant content complete with personalisation services.

And we’ll keep improving their experience by capturing and acting on feedback

[In mandarin] Can we add in a translation service?
 
We can totally add that in.

Our customer-centric approach has already delivered real value to the people of NSW over the last 12 months..

And it’s all delivered in one location.

nsw.gov.au

As the program grows, our agency partners will see more benefits.

Such as greater exposure with over 4.2 million visitors per month.

And to support digital capability uplift, we provide platform training, and service desk support, so that agencies can spend more time focusing on the customer.

We’re building a best-in-class, open-source tech platform, with security at the heart.

Together, we’re improving the digital experience of government, by putting our customers at the centre of everything we do.