OneCX Program achievements

• Transport for NSW
  • Dogging and Rigging
• Communities and Justice
  • Homes NSW  
    • Housing and Homelessness 

• Planning, Housing and Infrastructure
  • Bradfield Development Authority
• Creative Industries, Tourism, Hospitality and Spot
  • Museums of History NSW
    • State Records
• Upgraded the nsw.gov.au CMS to Drupal 10.4.3

• Premier's
  • NSW Industrial Relations
• 100% customer satisfaction on Help Hub

• Communities and Justice
  • Justice Assist
  • Justice Hub
• Customer Service
  • Building Commission NSW
    • Building and Trade Licences and Registrations
  • Fair Trading
    • Consumer Rights and Protection
    • Cooperatives
• Help Hub achieved 44,451 views, an 89% increase from 2023
• Google Vertex search launched on nsw.gov.au

• Health
  • Hunter New England Local Health District
  • Hunter New England Kids Health

• Customer Service
  • Geographical Names Board
• Planning, Housing and Infrastructure
  • Property and Development NSW
• Transport
  • Pacific Highway upgrade
  • Coffs Harbour bypass
  • Get Kids Active
• Reached a major milestone with 100 website migrations since Program commencement

• Customer Service
  • NSW Fair Trading
    • Rent Check
• Easy Read resources
• The nsw.gov.au Learning Hub launched to provide CMS users self-paced online learning modules
• Help Hub Answer bot went live as a new channel to help agency partners  

• Communities and Justice
  • NSW Trustee and Guardian
• Customer Service
  • NSW Fair Trading
    • Complaints and enquiries
• Transport
  • Lifejackets and safety equipment
• Treasury
  • Office of Social Impact Investment

• Customer Service
  • Building Commission
    • Register of building work orders
• Planning, Housing and Infrastructure
  • NSW Valuer General
• Google Analytics – transition from Universal to new GA4
• Easy Read content type

• Communities and Justice
  • Registrar of Community Housing
  • Countering Violent Extremism Evaluation Tool
• Customer Service
  • Building Commission NSW
    • landing page
  • NSW Fair Trading
    • Rental and Tenancy
• Premier's
  • Aboriginal Affairs NSW

• Communities and Justice
  • NSW Police Force
    • victim support hub
  • Housing Appeals Committee
• Customer Service
  • NSW Fair Trading
    • landing page and about section
• Transport
  • Smart Places

• Collaboration website between Communities and Justice and Transport
  • Sober Driving Unit
    • Sober Driver Program
• Communities and Justice
  • Homes NSW
• Education
  • Brighter Beginnings Parent and Carer Information Hub
• Secretary’s Awards finalists
• Support team of the year – Digital Channels Customer Service team
• Working as one – OneCX Grants and Funding Finder
• Detect browser language prompt launched on nsw.gov.au to improve personalisation 

• Climate Change, Energy, the Environment and Water
  • Department of Climate Change, Energy, the Environment and Water landing page
• Creative Industries, Tourism, Hospitality and Sport
  • Office of the 24-hour Economy Commissioner
    • Office of the 24-hour economy
• Planning, Housing and Infrastructure
  • Department of Planning, Housing and Infrastructure landing page
• The OneCX Program received positive recognition in the Australian Financial Review, highlighting “Australia’s best and worst government websites ranked” 

• Migrated to nsw.gov.au:
  • Murrumbidgee Local Health District
  • Southern NSW Local Health District
• Higher School Certificate (HSC) 2023 merit lists published on NSW Education Standards Authority (NESA) pages

• 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 

• 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
  • Coercive control
• 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.

• Migrated to nsw.gov.au:
  • Create NSW
  • Sound NSW
  • Volunteering in NSW
• 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

• 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.  

• 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

• Migrated to nsw.gov.au:
  • About Walks Near Me
• 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

• 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

• Migrated to nsw.gov.au:
  • Regional Growth NSW Development Corporation
  • Western Local Health District
  • Seniors Card
• The CMS component guide was launched to provide guidelines for content management system users.

• Migrated to nsw.gov.au:
  • Centre for Maritime Safety
• 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.

• 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.

• Migrated to nsw.gov.au:
  • Department of Regional NSW

• Migrated to nsw.gov.au:
  • Nepean Blue Mountains Local Health District
  • YouChild
  • Youth NSW
  • Fair Trading – Charitable fundraising 
  • Revenue NSW – Fines and fees
  • Are you a carer in NSW?
  • Far West Health Jobs.
• 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

• Migrated to nsw.gov.au:
  • Transport for NSW – contact us
  • Transport for NSW – geared
• Future of online contact – research and discovery complete
• Launch of Instagram and LinkedIn channels
• Adobe Target implemented
• Platform security: distributed denial of service simulation (DDoS), site-wide pen testing, single sign on (SSO)

• Migrated to nsw.gov.au:
  • Youth on Track
  • Youth Justice NSW
  • Make No Doubt
• 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)

• Migrated to nsw.gov.au:
  • NSW Seniors Festival
  • NSW Seniors Expo
  • Transport for NSW - holiday and journey planning
  • Transport for NSW - moorings 
  • Transport for NSW - protecting the environment 
  • Training Services resources library
  • Life events

• Annual accessibility audit
• New information architecture and sub-topic pages released
• CX awards finalist

• Migrated to nsw.gov.au:
  • Far West LHD
  • Cyber Marvel
  • Leaving care campaign
• Data breach response plan tested and implemented
• OneCX program support model completed
• Customer service desk launched, and team onboarded
• Help-hub launched

• 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

• Help Hub launched to support agency partners with frequently asked questions and support requests
• Single COVID-19 safety plan checklist launched
• Single Sign On proof of concept delivered

• Migrated to nsw.gov.au:
  • Companion Card
  • We commemorate
  • NSW Telco Authority
  • Test Safe
  • Training Services NSW
  • Smart and Skilled.
• 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

• Migrated to nsw.gov.au:
  • Subsidence Advisory
  • Their futures matter
  • Centre for Property Acquisition
  • Cladding Registration
  • NSW Disaster Assistance Arrangements
  • Roads and Waterways (phase 1-10 pillars)
• 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

• 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

• Ongoing development on Grants and Funding (phase 1 Beta)
• Migrated to nsw.gov.au:
  • Hardship Review Board
  • Office of Responsible Gambling
  • 2022 Youth Week

• Customer Satisfaction score survey implemented
• Pilot of improved translation service combining machine and human translation

• Design system upgrade -  website design updated with new NSW Government branding

Migrated to nsw.gov.au:

• Safety starts with you 
• Child Protection Legal Conference
• Driver and Rider Licences

• Drupal 9 upgrade completed

Migrated to nsw.gov.au:

• Mental health at Work
• Grandparents Day

Migrated to nsw.gov.au:

• Business Connect 
• Road Safety and Rules

• Improved processes sees a consistent boost in internal search clickthrough rates
• Monthly website users reaches over 14 million

• 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

• On 26 June nsw.gov.au reached a 1.8million user record

Migrated to nsw.gov.au:

• Resilience NSW 
• Vehicle registration

• E10 Fuelcheck live on nsw.gov.au

• Innovation NSW live on nsw.gov.au
• Readspeaker text to speech live on nsw.gov.au key page templates

• Apolitical Awards finalist in the global "COVID Rapid responders" category
• 30 December - largest number of webpage visits in a single day, 21.4million

• 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

• COVID-19 clinic finder launches to help customers find their nearest coronavirus testing centre in NSW.

• QR codes launch to keep customers COVID Safe by contactless check in

• Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.

• 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

• 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

• 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

• 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

• Build begins on nsw.gov.au minimum viable product
• Alpha prototype is developed for nsw.gov.au