2024, a year of growth and impact

As we close out 2024, we look back on a year of progress, innovation, and collaboration. The NSW Digital Channels’ OneCX Program continued its mission to create a more connected, accessible, and inclusive future for all of NSW. From launching new tools to refining existing content, we’ve made government services easier to access and use.

By the numbers: 2024 in review

In November, we proudly achieved a significant milestone, migrating our 100th NSW Government website to nsw.gov.au. In 2024 alone, we migrated 21 websites from across 7 portfolios, enabling agencies to improve their customer’s digital experience by increasing accessibility, improving navigation and search, and removing unnecessary or duplicated content. Check out the new additions to nsw.gov.au in 2024 on our achievements page.

Since the program’s commencement, 11,010 outdated pages have been removed, 3511 of them during 2024.  We have uplifted the accessibility across nsw.gov.au by 24%, ensuring a more inclusive experience for all users. Team capability has also been uplifted in 2024, with 365 staff trained. We kept stakeholders engaged through eight stakeholder events and sent 31 newsletters throughout the year. Our audience has grown to 3,142 subscribers. Positive feedback from our agency partners further highlights our progress, with an 87.4% satisfaction score. 

OneCX Program benefits achieved

Delivery	Capability and productivity	Customer experience	Product health
Image 103 Websites migrated	Image 365 Staff trained Across all portfolios	Image 9,871 Pages created	Image 87.3% Digital Certainty Index score
Image 45 Websites decommissioned	Image 551 New platform features	Image 11,010 Pages removed	Image 16yrs Average readability age
Image 5 Sites built directly on nsw.gov.au	Image 33,292 Help Hub tickets	Image 23.6% Average accessibility uplift (before and after migration)	Image 99.9% uptime
Image 86.3% Agency satisfaction	Image 98% Help Hub satisfaction	Image 86 New content hubs	Image 3.5M Monthly visitors

All data is since program commencement.

Supporting NSW Communities

This year, we launched several information hubs, resources, and tools designed to empower NSW communities.  

Making information accessible with Easy Read resources

We introduced the Easy Read content type, using plain language, large fonts, and images to make information easier to understand. With 30 guides across eight topics, the Easy Read Hub supports the NSW Government’s goal of making all documents accessible in Easy Read format by 2025.

NSW Police Force Victim Support Hub

The new Victim Support Hub launched to provide fast, easy access to support services. It was developed as part of the Police Force, victim support card program.  

Designed using trauma-informed research, the hub features quick exit buttons for safety. It's written in plain English for ease of access. With a high SEO score of 93.8%, it is easily found through search engines.

My Career Planner

The final features of My Career Planner went live this year. The planner helps job seekers and career changers with tailored tools, industry data, and career advice and resources.  

Developed by Careers NSW and the Department of Customer Service (DCS), this tool supports users on their career journeys. This project is a testament to how agency collaboration can deliver impactful tools for the community.

Creating inclusive digital spaces: Aboriginal Affairs NSW and the Aboriginal Information Hub 

Developed with the DCS Aboriginal Outcomes Unit, we launched the Aboriginal Information Hub in March 2024. It's a central resource for Aboriginal-focused government programs and services. It covers culture, health, family services, justice, and more. Informed by Aboriginal-owned suppliers and community feedback, the hub ensures a culturally welcoming and inclusive digital experience.

We continued to create inclusive digital spaces in July as we proudly welcomed Aboriginal Affairs NSW (AANSW) to nsw.gov.au. We worked closely with their team to streamline over 1,000 pages into 100, creating a more user-friendly and accessible digital experience. The co-branded site features culturally relevant artwork, an ochre palette, and people-focused imagery, fostering a sense of trust and inclusion. Accessibility improved significantly, with a 37% uplift to 97.9%, and the Digital Certainty Index also saw an 18% increase, reaching 94%.

Together, these initiatives showcase our commitment to cultural respect, inclusivity and accessible services. 

Rent Check Tool

The new Rent Check Tool has already helped over 235,000 people since September. By answering four simple questions, renters can compare their rent to the median range for their area. It’s a powerful tool for renters making informed decisions. This tool received widespread media attention as a key tool to help the people of NSW better navigate the cost-of-living crisis.

Get Kids Active Program

The Get Kids Active Program promotes healthy lifestyles and safer school journeys for NSW families. The hub, developed in collaboration with Transport for NSW, features interactive maps, case studies, and fun activity booklets for children. These initiatives encourage kids to walk or ride to school while supporting family safety and wellbeing.

Rider Training Centre Finder

The Rider Training Centre Finder simplifies the process of finding motorcycle training providers. Users can search by location and view results in both list and map formats. Launched in February, it has received over 27,000 views. This tool saves time and improves access to local services. 

Innovating for the future of nsw.gov.au

In 2024, we introduced several new features and resources to improve nsw.gov.au, focusing on usability, privacy, and efficiency.  

Google Analytics 4 (GA4) transition

The OneCX Program successfully transitioned nsw.gov.au to Google Analytics 4 (GA4), following Google's decision to sunset Universal Analytics (GA360) in July. This shift, while necessary, became an opportunity to innovate and improve how we track and analyse user interactions.

GA4 introduced enhanced privacy features, better customer journey insights, and simplified reporting. Our teams worked hard to ensure a smooth transition, following a seven-phase approach to ensure technical readiness, user training, and resource creation. Agencies were supported with training sessions and guides to adapt seamlessly to the new system.

This highlights our commitment to turning challenges into opportunities for innovation, delivering stronger data insights and enhanced privacy compliance. 

Personalised content recommendations  

Automated content recommendations streamline access to popular and relevant information. Recommendations use topic tags and URLs to automatically display trending content. This reduces the need for manual updates by content managers.

The results have been remarkable. Recommended links have received 180% more clicks compared to static links. Popular grant programs saw a 3,876% increase in clicks through automated links. This showcases the power of personalised browsing experiences.

Google Vertex AI Search  

We implemented Google Vertex AI Search on nsw.gov.au to deliver a more intuitive and efficient search experience for our users. With millions of visitors relying on the platform for critical information, the traditional keyword-based search was not always sufficient to meet diverse user needs. Google Vertex Search leverages advanced machine learning and natural language processing to understand the intent behind search queries, ensuring more accurate and contextually relevant results. This aligns with our commitment to providing easy access to government services and information, enhancing the platform's usability for all citizens, including those from culturally and linguistically diverse (CALD) backgrounds.

This implementation significantly improves search findability by offering features like real-time autocomplete and semantic understanding of queries. Users can now locate information faster and more effectively, even with ambiguous or complex queries. Additionally, the enhanced search capabilities allow us to track and analyse user behaviour, enabling continuous improvements to the platform. By providing a seamless search experience, nsw.gov.au reinforces its role as a trusted, user-centred gateway to government services and information in NSW. 

Empowering CMS users

This year, we improved the tools and support that content management system (CMS) users need to excel. From launching the nsw.gov.au Learning Hub, introducing the Help Hub Answer Bot and hosting regular Content Community events, we’re creating a more connected and capable network of learners across NSW Government. These initiatives simplify workflows, improve collaboration, and enhance user experience.  

We also rolled out several key updates to the CMS. The new My Dashboard makes navigation easier. While renamed and reorganised components improve usability for content authors. Updates to topic tagging and Privacy Collection Notice templates streamline content creation and compliance. The addition of Privacy Impact Assessment (PIA) features ensures that privacy is embedded at every stage.

Together, these changes empower agencies to deliver better digital experiences. In turn, helping NSW communities access the information they need more easily. 

Recognition and events

Adobe Digital Government Index

We’re proud of our acknowledgement in Adobe’s Digital Government Index for Australia 2024. NSW Government ranked number 1 overall and highest among Australian states for Digital Equity and Customer Experience. Our personalisation capabilities were honourably mentioned. Features like multilingual translation and Easy Read resources were also praised for improving accessibility and trust. The report emphasised the NSW Government’s excellence in digital service delivery.

Digital NSW Showcase

For the first time, the OneCX Program participated in the Digital NSW Showcase. The event focused on the critical role of digital transformation and accessibility in government.

Our booth allowed us to connect with industry experts, public servants and thought leaders. NSW Government Digital Channels Executive Director, Mark Higgs shared insights on how we’re creating a more connected, accessible inclusive future for NSW.

Looking Ahead to 2025

The successes of 2024 wouldn’t have been possible without the dedication and hard work of the NSW Digital Channels team and our agency partners. Together, we’ve made significant strides toward transforming the digital experience for the people of NSW.  

As we prepare for 2025, we remain committed to delivering innovative solutions, improving accessibility, and providing unparalleled customer service.  

Here’s to another year of growth, collaboration, and positive change!

Stay connected

Keep up with the latest updates, milestones, and upcoming projects by subscribing to the OneCX Program newsletter. Let’s continue shaping the future of nsw.gov.au together!