OneCX Program service catalogue
An outline of the support and services that are available to agency partners as part of the OneCX Program.
About the service catalogue
The service catalogue outlines the support that is offered as part of the OneCX Program, to ensure roles and responsibilities are clear between our team and our agency partners.
The services we provide are divided into 3 areas.
Discovery
During the discovery phase we collect information about the migration and agree on requirements and scope. Activities include a content audit, reviewing current data and analytics, as well auditing skills and training needs.
The discovery assessment includes:
- initial website audit of content (supported by data), technical systems and any customer research already conducted by agency
- content strategy to be led by agency.
The scoping phase includes:
- agreement on vision and scope
- measurement strategy development
- co-design User Journey Mapping
- search engine optimisation (SEO) planning
- solution architecture review of agency technical requirements.
We support our agency partners through the migration journey with a variety of change and communication tactics to ensure effectiveness of the change and readiness to operate on nsw.gov.au.
Definition and delivery
The definition and delivery phase is where we really work with our agency partners on the build of the pages, such as where information will sit within the global information architecture, testing and change management to help assist agency partners and relevant stakeholders.
The website build activities include:
- user experience (UX), information architecture (IA) and navigation
- content design and website build in collaboration with agency
- front-end and back-end development pending agreement of scope
- agile delivery including creation of stories for customer needs
- quality assurance (QA) and user acceptance testing (UAT) testing
- search engine optimisation (SEO) content reviews and technical SEO testing
- CMS configuration and bespoke integrations pending scope agreement
- tool licenses included such as Jira and Confluence
- website archiving with the State Library of NSW.
The capability uplift phase includes:
- platform and tools training
- skills training
- skills assessment.
Ongoing support and optimisation
NSW Government Digital Channels Unit provides ongoing support to agencies that have completed migration to the nsw.gov.au platform. This includes management of the strategy and authoring experience, feature development, style guides and standards, and day-to-day website operation management.
Agency partner support and services
A wide range of training services and resources are available to help agency partners create, manage, and optimise their web content. This includes live training, video courses, guides, and documentation.
| Service | Description |
|---|---|
| Foundational Drupal training | Learn the basics of creating and managing web content on nsw.gov.au using the Drupal CMS. This training is for all new users and is required to receive CMS access. Learning resources are provided for grants-only, events-only and media release users. Investigation with updates: Subject to trainee availability. |
| Foundational Google Analytics training | Discover how to use Google Analytics to monitor and report on the performance of your nsw.gov.au content. Completion of this training is required to receive access to Google Analytics. Investigation with updates: Subject to trainee availability. |
| Ongoing specialist training | Agency partners receive ongoing guidance from NSW Government Digital Channels subject matter experts across content, analytics, SEO, and social media. Investigation with updates: Within 2 business days (P3 priority). |
| Learning and support resources | Access online learning and support resources to create and manage your website content. These resources include video courses on our Learning Management System (LMS), articles on the Help Hub knowledge base, the CMS Component Guide and content style guides. An ongoing service to support agency partners. |
Access support and guidance from NSW Government Digital Channels Content Advisors to help agency partners create clear and accessible content for our customers.
| Service | Description |
|---|---|
| Content management advice | Request guidance about content changes on nsw.gov.au, including publishing, updating, or removing content. Investigation with updates: Within 5 business days (P4 priority). |
| Content guidance | Guidance from our Content Advisors on best practices to optimise your content’s writing, structure, use of components and performance. Investigation with updates: Within 2 business days (P3 priority). |
| Reviewing and updating grants | Request guidance on new grants to be published, or updates to existing grants, on nsw.gov.au’s grants and funding finder. Investigation with updates: Within 2 business days (P3 priority). |
| Publishing Have Your Say consultations | Gain community consultation for new projects, services, or government policy through publishing a consultation on nsw.gov.au. The agency partner creates the page using a template, NSW Government Digital Channels reviews and publishes. Investigation with updates: Within 2 business days (P3 priority). |
| Ongoing content strategy and optimisation advice | NSW Government Digital Channels provides the ongoing strategy and optimisation of global site content, information architecture (IA) and navigation. As well as the management of content style guides and documentation. An ongoing service to support agency partners. |
The ongoing optimisation of nsw.gov.au ensures all customers can easily access and use the nsw.gov.au site to seek, say and do.
| Service | Description |
|---|---|
| Global UX optimisation | Optimisation of the user experience for the nsw.gov.au site through user research and usability testing, and UI design. Includes the management of the nsw.gov.au design system. An ongoing service to support agency partners. |
| Site accessibility | Continual improvements to make nsw.gov.au accessible for people with disability by ensuring site components and the design system is compliant with industry accessibility standards such as WCAG 2.1. An ongoing service to support agency partners. |
| Translation for CALD users | Ensure culturally and linguistically diverse (CALD) audiences have equitable access to nsw.gov.au through the translation and localisation of content. An ongoing service to support agency partners. |
Not every agency has the skills or resources to manage their website infrastructure. NSW Government Digital Channels manages this for our agency partners ensuring nsw.gov.au is a fast, secure, feature-rich platform to support great customer experiences.
| Service | Description |
|---|---|
| Website operations | NSW Government Digital Channels manages the platform behind the nsw.gov.au site, including web hosting, performance, maintenance, and bug fixes. An ongoing service to support agency partners. |
| Security and privacy | NSW Government Digital Channels ensures nsw.gov.au infrastructure is safe and secure, protecting customers privacy in compliance with Australian data privacy and cyber security standards. An ongoing service to support agency partners. |
| Feature development and improvement | Global features and functionality are developed by NSW Government Digital Channels to ensure the nsw.gov.au platform is feature-rich for our agency partners. Includes new feature development and quality assurance (QA) testing. An ongoing service to support agency partners. |
Services to improve the findability of our agency partners’ content on search engines and nsw.gov.au’s site search.
| Service | Description |
|---|---|
| Search engine optimisation (SEO) | Guidance and recommendations to improve the findability of agency partner content on search engines, such as Google. Investigation with updates: Within 5 business days (P4 priority). |
| Site search optimisation | Maintenance, guidance, and recommendations to improve the findability of website content on nsw.gov.au's internal search function. Investigation with updates: Within 5 business days (P4 priority). |
| A/B testing | Optimise agency partner content through A/B and multivariate testing of design options supplied by the agency. This service involves idea evaluation, planning, execution, and reporting. Brief and scope: Within 5 business days (P4 priority). Implementation: Subject to project complexity. |
| Personalisation | NSW Government Digital Channels works with our agency partners to present site users with unique, tailored experiences. This may include personalised Suggested Topics, images, navigation and more. Brief and scope: Within 5 business days (P4 priority). Implementation: Subject to project complexity. |
| Global site and search engine optimisation (SEO) | Ongoing optimisation to ensure the findability of content on nsw.gov.au through external and internal search. Includes SEO, site search changes, and ongoing monitoring and reporting of search traffic. An ongoing service to support agency partners. |
NSW Government Digital Channels provides agency partners with guidance and support for Google Analytics (GA) to help drive the continuous optimisation of content through data and insights.
Agencies are provided with self-serve access to Google Analytics and are responsible for their own content reporting.
| Service | Description |
|---|---|
| Analytics guidance and support | Support and guidance for questions, issues or bugs related to website reporting data and Google Analytics. Investigation with updates: Within 5 business days (P4 priority). |
| Campaign tracking | Assist with deployment of approved third-party Google advertising tags/pixels (Floodlights) on your nsw.gov.au landing page to support government advertising campaign performance reporting. Read more about abut our web analytics collection notice. Investigation with updates: Within 5 business days (P4 priority). |
| Google Analytics management | Ongoing management of sitewide Google Analytics framework to support tracking and reporting of website traffic performance on nsw.gov.au. An ongoing service to support agency partners. |
Comprehensive range of social media services to ensure our agency partners are equipped with the knowledge and tools to maximise their online presence.
| Service | Description |
|---|---|
| Social media guidance | Whole-of-government guidance on social media use and platforms, including best practices, industry/platform updates, and governance. An ongoing service to support whole-of-government. |
| Advertising campaigns | Running agency social media campaigns on NSW Government channels. This may include providing training for your team to undertake community management for the campaign. It may also include providing campaign analytic reports once the campaign has concluded. Investigation with updates: Within 5 business days (P4 priority). |
| Social post creation | Create social media content for NSW Government news, events, and programs. Also includes nsw.gov.au content pillars, such as Have Your Say and NSW stories. Investigation with updates: Within 5 business days (P4 priority). |
| Video hosting | Uploading a video to the NSW Government's YouTube account for use on social media or on nsw.gov.au. Investigation with updates: Within 5 business days (P4 priority). |
NSW Government Digital Channels simplifies the management of users and their access levels by handling this for our agency partners. Create a new account or change access levels across range of software solutions, including the Drupal CMS, Google Analytics, and the Help Hub.
| Service | Description |
|---|---|
| Account access | Management of our agency partners’ access to software solutions including Drupal, Google Analytics, Help Hub and Siteimprove. Investigation with updates: Within 2 business days (P3 priority). |
P1 – A widespread issue that affects all website users, impedes core business functions, or causes major negative impact to NSW Government reputation.
Response: ASAP/30 Minutes.
Investigation with updates:
- Within 1 hour (during support hours).
- Within 2 hours (outside support hours).
- Issue resolved above all other tasks
P2 – An issue that affects many website users, causes major errors within the production environment, and may cause major negative impact to NSW Government reputation.
Acknowledged: 30 minutes
Investigation with updates:
- Within 2 hours (during support hours).
- Within 4 hours (outside support hours).
- Issue resolved as a priority.
P3 – An issue that affects some website users, impedes website management, and has minimal negative impact to NSW Government reputation.
Acknowledged: Within 1 business day.
Investigation with updates: Within 2 business days.
P4 – An issue that affects a small number of website users, does not affect website management or performance, and has minimal negative impact to NSW Government reputation.
Acknowledged: Within 2 business days.
Investigation with updates: Within 5 business days.
Future services
The NSW Government Digital Channels platform team are always working on ways to improve our services. Current development work is being undertaken in:
- asset management
- content syndication
- data management.