From our early beginnings to evolving into an all-of-government digital program, the OneCX Program is delivering on our vision of a more connected, accessible and inclusive future for all of NSW.
Since its inception, the OneCX Program has been focused on a clear goal: to create a better digital experience for the people of NSW. Over the past four years, our program has evolved from a startup initiative to a comprehensive, all-of-government digital program. We’re reshaping how customers access information from the NSW Government. In doing so, we’re creating a more connected, accessible, and inclusive future for all people in NSW.
In line with the NSW Government's Digital Strategy, the OneCX Program aims to create a future where digital technology is an enabler of inclusivity and accessibility for everyone. Whether someone is seeking information, completing a form, or accessing online services, the goal is for those digital experiences to be seamless, intuitive, and accessible.
Why is this important?
Everyone in NSW should be able to access government information and use our services, regardless of their ability, background, age or situation.
When web content is not accessible, people can’t do what they need to do, whether it be accessing information or services. This poor digital experience leaves people frustrated and at a disadvantage. The situation becomes even more critical in times of hardship or crisis.
This is why the OneCX Program emphasises continuous improvement to accessibility on nsw.gov.au.
Turning our vision into reality
We operate within a framework that places the people of NSW at the core of everything we do. Our work is guided by the NSW Digital Strategy and the OneCX Strategy, and is supported by several overarching principles. These include:
delivering the OneCX Program using the Scaled Agile framework (SAFe) project management methodology
following standards and components
the latest version of the Web Content Accessibility Guidelines (WCAG) at Level AA
The framework contains key elements, aligned to our focus on continuous improvement:
A united vision and mission
The OneCX Program is built around a shared vision: creating a connected, accessible, and inclusive future for NSW. This vision drives every decision we make.
Our mission goes hand in hand with this, empowering and collaborating with government partners to establish one trusted source of truth for government information, services, and community feedback.
At the heart of it all is the understanding that accessibility is everyone’s responsibility. Together, we’re ensuring inclusivity is not just a goal but a standard.
Targets and initiatives
Clear targets keep us focused and accountable. We track:
customer ratings on every nsw.gov.au page via thumbs up/down
customer satisfaction scores
improvements to accessibility as a result of content migration
nsw.gov.au accessibility score
reading age.
To achieve our targets, we’ve embedded a range of initiatives. We’ve implemented regular website monitoring of accessibility and content quality, content management system checks, launched an Easy Read hub and are guided by the Accessibility and Inclusivity toolkit. Capability uplift and online learning modules ensure accessibility remains at the forefront of our work. We’re equipping teams with the tools they need to achieve key targets and ensure accessibility is a priority.
So far, our initiatives have allowed us to achieve an average uplift of 23% over 100+ migrated sites. We’re also maintaining an 82% accessibility score and ensuring content is written at a reading age of Grade 9 or below.
Build and refine
Building a seamless user experience requires continual refinement. The OneCX Program builds and refines new features, components, and pages on nsw.gov.au, ensuring they meet accessibility guidelines for building and buying accessible products. By reusing common components, setting clear expectations with vendors, and aligning with standards, we maintain consistency across the board.
Test
Testing ensures our solutions work for everyone. Usability testing with end users, automated quality assurance checks, and ensuring adherence to accessibility guidelines are key parts of our process. By rigorously testing the things we create, we identify and fix any issues early. You’ll find more on accessibility and usability testing on the Digital NSW website.
Measure our performance
Accountability is critical to continuous improvement. We measure WCAG compliance through an independent accessibility audit and run regular automated site scans with real-time, actionable feedback. These metrics help us identify opportunities for improvement, adjust initiatives, and refine our targets to keep accessibility front and centre.
Sharing our work
Collaboration and transparency is key to driving change. To ensure everyone stays informed and empowered, we share our progress, challenges, and successes through:
online training, weekly drop-in sessions and monthly refresher sessions.
OneCX Program framework
Looking Ahead: A Future of Continuous Improvement
While the OneCX Program has helped our partner agencies to publish accessible content and build more inclusive experiences, we recognise this is an ongoing journey. Digital accessibility is not a one-time task but an evolving process that requires continuous improvement. As new technologies emerge and the needs of our customers change, we must remain agile and responsive.
We continue to refine and expand our accessibility initiatives. In the future, we’ll be enhancing translation and in-language experiences, and exploring the potential of emerging technologies like generative AI to further streamline and enhance government services for all.
By fostering a culture of inclusivity and accessibility within the government and beyond, the OneCX Program is paving the way for a more connected, accessible, and inclusive digital future for NSW.
How might you improve accessibility within your organisation?
Automation driven content recommendations on nsw.gov.au’s topic and subtopic pages are streamlining access to NSW Government information, enhancing browsing efficiency and reducing content management workload.
We’ve been undertaking research into the ongoing experience of agencies that have migrated to the nsw.gov.au platform. The purpose of the project was to collect feedback from agency customers to better understand their experiences of the nsw.gov.au platform and services in a business-as-usual (BAU) environment and to identify opportunities for improvement.
