2023 was another successful year for the OneCX Program. As we near the end of the fourth year of the program, we are happy to report that we have achieved more significant milestones and celebrated multiple award nominations and wins.
Continuing to create a customer-centric digital experience
The OneCX Program continued to bring together NSW Government information onto one platform, making it easier for customers to find information based on topics and life events.
In 2023, the OneCX Program migrated 20 websites to nsw.gov.au, bringing our total to 76 from 31 agencies.
Agencies and programs that are now published on nsw.gov.au include:
Through these migrations, we removed over 6,893 pages of duplicated and outdated content and produced over 3,653 pages of accessible content for the 8 million people of NSW. On average the accessibility score of a website was increased by around 34%.
We matched last year’s agency satisfaction score of 85% and trained over 518 agency staff.
Topic sections
We’ve continued to sort content in topic sections to help the people of NSW find what they need. Instead of the information sitting under the government agency it may belong to, it sits under the topic it relates to. By bringing the information most relevant to them in one place it creates greater transparency and makes it easier to discover the support available.
The Cost-of-Living hub was created to help communities across NSW find government and non-government support to alleviate cost of living pressures.
By bringing together information and resources from 80 trusted websites, customers have access to trusted advice, tips and tools to stretch their budget.
Grants and funding opportunities for the people of NSW
Our Grants and Funding Finder continues to be the central point for those seeking government grants or funding to support their businesses, projects, or communities.
The Finder currently lists over 660 grants from across 64 NSW Government agencies.
Customers are now able to view ‘trending grants’ on the Finder, meaning our most popular grants are clearly visible and readily accessible. When logged into a Service NSW Business account, relevant grants will now be shown for that user.
Information and support during times of crisis
We continuously strive to provide our customers with the latest alerts and warnings to ensure the safety of our communities.
Content on our ‘Emergency’ and related pages including ‘Get Ready NSW’, ‘Prepare for a disaster’ and ‘Understand your risk’ has been updated. We’ve also improved our pages on bushfires, storms and heatwaves in NSW pages to prepare the people of NSW for natural disasters.
Recognition for OneCX, nsw.gov.au and Digital Channels.
This year saw several award finalist and win announcements.
In May, the OneCX Program was declared the winner of two awards at the DrupalSouth Splash Awards, which celebrates the best Drupal projects in Australia and New Zealand. We won in the Best in Government and Overall Best in Show categories.
November saw the Customer Service team win Customer Service Team of the Year at the 2023 Australian Service Excellence Awards (ASEA).
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.
The NSW Government social media team was also a finalist in the Khoros Kudos awards in the "Best in Class: Social" category.
Adobe recognised nsw.gov.au in its Global Government Digital Performance and Inclusion Benchmark report. The NSW Government secured the top score for customer experience, thanks to strategic initiatives like consolidating multiple websites into a single front door and deploying personalisation capabilities to streamline citizen journeys.
Thank you to each member of the NSW Digital Channels team and our agency partners for your ongoing collaboration, dedication, and customer focus. 2024 is gearing up to be another big year. We’re excited to bring about ongoing positive change for the agencies we work with, and importantly, our customers - the 8 million+ people of NSW.
Stay in touch
Find out more about the work of the nsw.gov.au, including milestones, launches and upcoming work. Subscribe to our OneCX Program newsletter for monthly updates delivered straight to your inbox.
As generative Artificial Intelligence (AI) continues to rise, we’ve been exploring ways to adopt these technologies to enhance efficiency while maintaining authenticity on social media.
With the OneCX Program Privacy Framework, we strive to uphold the privacy expectations of our customers and align with the legal standards set forth by NSW privacy legislation. In the OneCX Program, privacy isn’t a feature; it’s the foundation and our unwavering commitment to maintain our customers’ privacy rights.
