In November 2021, the community of Content Management System (CMS) editors, who design and publish the pages on nsw.gov.au, came together to review the feedback received throughout 2021, to educate and inform the development of content in 2022.
This year, with 10 agency and campaign website migrations completed, over 2000 pages have been created on nsw.gov.au. With this, our site saw millions of page views (342 million to be exact!). As part of our commitment to delivering a positive digital experience for our customers, it is important to understand what is working well, and which areas may need improvement.
What did we find?
The insights gleaned from our customer feedback and usage trends, highlighted three key themes.
These key themes form the basic fundamentals for all work across the migration project.
1. Content currency and accessibility
A good website should be updated regularly, with relevant, accessible and accurate content, written in plain English, and we consistently heard from our customers, that this was important to them.
We understand customers look to nsw.gov.au to provide clear, critical information, particularly during times of need. As a result, we have reviewed how we can continue to write clearly for the web. This includes utilising improved accessibility features, the evaluation of the reading level of published content, and skills-based training for our editors.
We also know our customers come to the website looking for up to date information, to help them make informed decisions.
To ensure the content on nsw.gov.au is current, we have reviewed our content lifecycle processes, and how we update, maintain and archive content using through regular content audits.