OneCX Program achievements
Find out about the OneCX Program achievements, including milestones, and launches.
2024 Achievements
May
April
March
February
January
2023 Achievements
December
- Migrated to nsw.gov.au:
- Higher School Certificate (HSC) 2023 merit lists published on NSW Education Standards Authority (NESA) pages
November
- Business in NSW content updated
- Events map feature went live
- Seniors hub launched
- Personalisation for citizen, businesses, visitors, seniors and young audiences was launched
- The Customer Service team have won Customer Service Team of the Year at the 2023 Australian Service Excellence Awards (ASEA).
- nsw.gov.au celebrated its first anniversary on LinkedIn
October
- Migrated to nsw.gov.au:
- Careers NSW
- Justice Health and Forensic Mental Health Network
- Fair Trading - Cars and other vehicles
- Fair Trading - Loose-fill asbestos
- Fair Trading - Community gaming
- NSW Reconstruction Authority
- Added 'Popular Grants' to Grants and funding
- Content updated on
- Get Ready NSW
- Emergency
- Prepare for a disaster
- Understand your risk
- How to find an evacuation centre
- Recovering from a disaster
- Bushfires in NSW and corresponding pages
- Storms in NSW and corresponding pages
- Heatwaves in NSW and corresponding pages
- Digital Channels social media team named finalists in the Khoros Kudos awards in the "Best in Class: Social" category.
September
- Migrated to nsw.gov.au:
- Child-friendly events are now listed on the school holidays page.
- An Agency Directory was launched for the GIPA Act to request access to information.
- The Help Hub newsletter was launched to provide fortnightly updates for relevant agencies using the CMS
August
- Migrated to nsw.gov.au:
- Office of Social Impact Investment (OSII)
- Virtual Care hub established (part of NSW Health)
- NSW Curriculum Reform (part of NESA)
- Boom Gate Gallery
- Coercive Control website launched
- Cost of Living hub launched
- “Events near your area” was added to the homepage
- Siteimprove became available to all nsw.gov.au CMS users
- A Password checker was added for ID Support NSW
- The OneCX Program was named a finalist in the 2023 CX Awards. One of seven shortlisted for the Excellence in Public Sector: The Citizen Experience award.
July
- Migrated to nsw.gov.au:
- The About Us page for NSW Education Standards Authority (NESA)
- Department of Premier and Cabinet - Corporate Site split in two:
Premier's Department
The Cabinet Office
- Key pages for Greater Sydney's 24-hour economy went live
- The Home buyer grants and assistance schemes launched
- Automated days countdown timer added to the school holidays page
- The Revenue NSW Property Eligibility Tool launched
June
- Migrated to nsw.gov.au:
- Map enhancements added to Walks Near Me
- Personalisation of the main search bar on the OneCX homepage was launched to reduce the reliance on internal searches, get people to their destination quicker and deliver trending information faster.
- The Contact Us form was integrated for ID Support NSW
- An online case study library launched for SmartNSW
May
- OneCX Program Service Catalogue - Iteration 2.0 was published
- The DrupalSouth Splash Awards celebrates the best Drupal projects in Australia and New Zealand. The OneCX Program are now the inaugural award winners of not one but two awards:
1. Overall Best in Show
2. Best in Government - The Help Hub reached the one year mark
April
- Migrated to nsw.gov.au:
- The CMS component guide was launched to provide guidelines for content management system users.
March
- Migrated to nsw.gov.au:
- The ServiceNSW Grants Personalisation project went live on nsw.gov.au - For the first time, people can log in to their MyService account and have their profile information drive the personalisation of relevant grants.
February
- Automated events feed launched that can be filtered on location, date and category.
- Rainbow Waratah and Sydney WorldPride 2023 logos launched to demonstrate the NSW Government's support of the LGBTQIA+ community and our commitment to inclusivity and diversity within the NSW public service.
2022 Achievements
December
- Migrated to nsw.gov.au:
- Shared equity home buyer helper
- First home buyer page refresh
- Location-based personalisation on Floods homepage
- New web hosting contract executed
- nsw.gov.au disaster recovery exercise completed
November
October
- Migrated to nsw.gov.au:
- 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)
September
August
- Annual accessibility audit
- New information architecture and sub-topic pages released
- CX awards finalist
July
- Migrated to nsw.gov.au:
- Data breach response plan tested and implemented
- OneCX program support model completed
- Customer service desk launched, and team onboarded
- Help-hub launched
June
- Far West Local Health District live on nsw.gov.au.
- Multi-page publication template launched with the NSW Budget Women's opportunity statement
- SEO: New search features launched for improved search results relevance
- SEO: How to schema functionality launched
May
April
- Migrated to nsw.gov.au:
- New image gallery and video listing features implemented
- CMS style guide rolled out
- Non-corporate brand palettes implemented for Companion Card and State of the Customer
March
- Migrated to nsw.gov.au:
- Floods hub launched on nsw.gov.au
- Redesigned landing pages for Living in NSW, Working and Business and What's Happening
- BDM micro and registry wedding wishlist tool launched
- Supporting feature for headless API's implemented
Feburary
- Migrated to nsw.gov.au:
- Women NSW live on nsw.gov.au
- Water Safety live on nsw.gov.au
- Clinic finder functionality re-utilised with launch of vaccination clinic finder
2021 Achievements
December
- Customer Satisfaction score survey implemented
- Pilot of improved translation service combining machine and human translation
November
- Design system upgrade - website design updated with new NSW Government branding
- Safety starts with you live on nsw.gov.au
- Child Protection Legal Conference live on nsw.gov.au
- Driver and Rider Licences live on nsw.gov.au
October
- Drupal 9 upgrade completed
- Mental health at Work live on nsw.gov.au
- Grandparents Day live on nsw.gov.au
August
- Improved processes sees a consistent boost in internal search clickthrough rates
- Monthly website users reaches over 14 million
July
- New COVID-19 case locations listing get 83% thumbs up on launch
- 21 July Safety and rules on NSW waterways live on nsw.gov.au
June
- On 26 June nsw.gov.au reached a 1.8million user record
- Resilience NSW live on nsw.gov.au
- Vehicle registration live on nsw.gov.au
February
- Innovation NSW live on nsw.gov.au
- Readspeaker text to speech live on nsw.gov.au key page templates
2020 Achievements
December
- Apolitical Awards finalist in the global "COVID Rapid responders" category
- 30 December - largest number of webpage visits in a single day, 21.4million
October
- Australian Government Digital Awards finalist in the "Excellence in multi-agency partnership" category for COVID-19 on nsw.gov.au
- 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
September
- COVID-19 clinic finder launches to help customers find their nearest coronavirus testing centre in NSW.
July
- QR codes launch to keep customers COVID Safe by contactless check in
June
- Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.
May
- 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
April
- Have Your Say relaunches, centralising our public consultations
- Department of Customer Service website consolidates into nsw.gov.au
- NSW Registry of Births Deaths & Marriages website consolidates into nsw.gov.au
- Automatic Translation helps culturally and linguistically diverse communities access critical information in their language
March
- 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 nsw.gov.au
- The new nsw.gov.au is live, with a customer-centric information architecture ready for website consolidation
February
- 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
November
- Build begins on nsw.gov.au minimum viable product
- Alpha prototype is developed for nsw.gov.au
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