Briony Hunt
Engagement Advisor
NSW Government agencies who have migrated content to nsw.gov.au have access to the Help Hub, our dedicated service offering ongoing support.
The OneCX Program is transforming the digital experience of NSW Government, making it easier for customers to access information and services. This all-of-government strategy will see over 450 agency websites migrated onto one single source: nsw.gov.au. In doing so, migrated agency pages are being managed within one central content management system (CMS).
As agencies come through the Program, all relevant staff are fully trained to create, edit and manage their own content. Working out of a new CMS can prompt a lot of questions, so we provide a dedicated service for ongoing support. This ensures agencies and therefore their customers, have a positive experience on nsw.gov.au.
Introducing the Help Hub
NSW Government agencies who have migrated content to nsw.gov.au have access to the nsw.gov.au Help Hub. The Help Hub is home to a wide range of practical user guides and allows stakeholders to submit requests for assistance. The Help Hub is a resource that NSW government agencies have ongoing access to, empowering them to keep their website pages up to date to meet the needs of their customers into the future.
How the Help Hub works
Agency partners can find over 120 helpful self-serve articles on the Help Hub. If they can’t find what they’re looking for, they can submit a request/ticket via a form. The Digital Channel Customer Service team triage tickets, resolving requests regarding systems and ensuring that all other requests are allocated to the appropriate team. 73.2% of tickets are resolved by the first person answering the enquiry, with an average first reply within 93 minutes of being received. Since the Customer Service team was set up in July 2022, they’ve responded to over 5000 requests from agency partners, and have achieved a customer satisfaction rating of 93.9%.
“From establishing the Help Hub to supporting our agency partners, the Customer Service team share a passion in making it easier for our agency partners to work on the nsw.gov.au platform.” - Corrin Vaux, Senior Manager – Customer Service
What you can find on the Help Hub
Articles are created based on new platform features or trends in customer enquiries. Changing content on nsw.gov.au pages are the most common requests submitted to the Help Hub. In response to this trend, the Customer Service team have put together several helpful articles with guidance on how to use the CMS to create, update and publish web pages. This allows agency partners to find solutions quickly and independently.
Agency partners can also find articles to support them with:
- accessibility
- analytics
- CMS support
- content style guides
- search engine optimisation (SEO)
- troubleshooting for content editors.
With the recent launch of the Grants and Funding Finder, the Help Hub has received numerous requests to update or publish a grant. The Customer Service team have published helpful articles on this process and will continue to build resources to meet the needs of agencies.
The Help Hub is also the destination for requests ranging from new features and enhancements, campaign or program support, as well as requests for advertising support on NSW Government social media channels.
What’s next for the Help Hub?
Looking ahead, the Customer Service team are focusing on how they can improve transparency with agency partners. New features in the pipeline include cluster dashboards so agency partners can see how the Customer Service team are performing when answering requests relevant to their respective cluster, and a new service catalogue to outline what services the Customer Service team are committing to delivering for agency partners.
How do I access the Help Hub?
All the articles can be viewed directly on the Hub at nsw.gov.au/help-hub. To submit a question or request, sign up for a Help Hub account using this form.
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