Overview
The OneCX Program is making it easier for customers to engage with the NSW Government by tailoring the digital experience to their needs, rather than the structure of government.
We're empowering and collaborating with government partners to establish one trusted source of truth for government information, services, and community feedback.
What we've achieved
Learn 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.
What we're working on now
See what we're currently working on to improve the customer experience, eliminate information duplication, and enhance processes and functionality.
Content migration
Citizen
- Aboriginal Affairs NSW
- Justice Health inmate portal
- Homes NSW
- Justice Hub
- Housing appeals committee (HAC)
- Registrar of Community Housing (RCH)
- NSW Education Standards Authority (NESA)
- HSC and Leaving school
- Teacher accreditation
- Regulation
- Digital Citizenship
- Transport NSW
- Lifejacket Wear It site migration
- Smart Places site migration
- Parramatta light rail site migration
- Dogging and Rigging
- Valuer General
- NSW Trustee and Guardian
- NSW Fair Trading - Rental and Tenancy
Initiatives
- Aboriginal audience topic section.
- ID support - Personal Information Risk Assessment
Improving our processes and functionality
Security and privacy
- Site-wide security vulnerability assessment
- Single sign-on for GA4 and other Google applications.
- Single sign-on for New Relic, Gather Content, Bitwarden, QTest, Applitools and Lamda Test
- API gateway client portal setup and security
- Privacy Impact Assessment in CMS
- Privacy by Design uplift
- External Links on nsw.gov.au
Customer experience
- Standardised mapping solution
- Support personalisation by implementing a customer data platform to create customer segmentation and profile management in OneCX platform
- Ongoing accessibility improvements
- Implementation of digital asset management system to create a centralised digital assets repository with advanced search tools.
- Customer NSW (CRM)
Initiatives
- Ongoing automated quality assurance of nsw.gov.au
- Platform environment strategy
- Ongoing application enhancement to assist search engine optimisation (SEO)
- Enterprise GitHub enhancements for platform automation.
- Applitools to Cypress (QA application refactoring)
- GA4 (Google Analytics) transition
- Digital capability strategy
- Content AI toolkit
- AI enhanced migrations
- Digital Asset Management (DAM) procurement
- Customer Data Platform (CDP) procurement
- Integrations
- GIPA form (DPC) Payment platform finalisation
- Learning Management System (LMS), including the training environment
- Gather Content integration PoC
- Platform automation
- Jenkins to GitHub actions migration
- Cypress test stability upgrade
- Publishing approval environment review
- Embargo content access and publishing solution design
- Server-side rendering (SSR) legacy component upgrades
- HTML to PDF solution
- Bulk document indexing and display
- Page load speed analysis
- Grants finder infrastructure enhancement
- Global Webform external notification – phase 2
- HYS integration – redirects for consultations
- Inmate portal
- QA of MLTTS feature request
A unified customer experience
Citizen
- Personalised careers support
- Additional case studies for State of the Customer (SOC)
- Expansion of the property eligibility tool for the domestic violence cohort
- Crisis and emergency content
- Advanced map and location finder enhancements
- Events map view enhancements
- Global search discovery
- Component and template audit
- Delivery of components for new functionality
- Whole-of-government grants information on nsw.gov.au via Grants and Funding Finder.
- Delivery of components for new functionality
- Smart places IA redesign
Initiatives
Our key initiatives include:
- Help Hub user experience enhancements
- Transition to GA4
- Enable 'Voice of the Customer' functionality and a tab to the Help Hub via Drupal the content management system (CMS) (for agency partners)
- CMS component style guide V4.0
- Accessibility audit
- Personalisation program to enhance user experience
- Customer data platform implementation.
- Internal search tool
What we're working on next
See some of what we have planned for later in 2024.
Content migration
Citizen
- Healthy Living
- Fair Trading - Building and Construction
- Revenue NSW - Addition to home buying assistance
- Building Commission NSW
- Premier - GIPA form digitisation
- NSW Health
- Health strategy & IA
- Health strategy and readiness (discovery)
- Hunter New England Local Health District
- NSW Education Standards Authority (NESA)
- Parents guide
- 11-12 Languages and VET
- Transport NSW
- Lifejacket Wear It site migration
- Cities and Active transport
- MySydney & Pacific Highway upgrade
- Regional NSW
- Careers microsite
- Local land services change planning & readiness
- Office of the chief scientific officer
- Treasury - Corporate site
Business
- Liquor and Gaming.
Initiatives
- Further development of the Grants and Funding finder on nsw.gov.au.
Improving our processes and functionality
Security
- Continue work on the security vulnerability assessment
- Distributed Denial of Service (DDOS) vulnerability assessment
- Platform infrastructure improvements
- NSW Cyber Security policy attestation
- Platform upgrades.
Customer experience
- Pilot authenticated experience on nsw.gov.au
- Pilot distributed content model (Headless CMS)
- Ongoing accessibility improvements.
Initiatives
- Consent management strategy
- Ongoing application enhancement to assist search engine optimisation (SEO).
A unified customer experience
Citizen
- Continue to assess, approve and implement emerging technologies into OneCX platform (Drupal).
Initiatives
- Finalise transition to GA4
- Ongoing updates and improvements to the CMS component style guide.
- Improved digital capability