OneCX Program achievements

Find out about the OneCX Program achievements, including milestones, and launches.

2024 Achievements

2023 Achievements

December

November

  • Business in NSW content updated
  • Events map feature went live
  • Seniors hub launched
  • Personalisation for citizen, businesses, visitors, seniors and young audiences was launched
  • The Customer Service team have won Customer Service Team of the Year at the 2023 Australian Service Excellence Awards (ASEA). 
  • nsw.gov.au celebrated its first anniversary on LinkedIn 

October

September

 

August

July

June

 

May

  • OneCX Program Service Catalogue - Iteration 2.0 was published
  • The DrupalSouth Splash Awards celebrates the best Drupal projects in Australia and New Zealand. The OneCX Program are now the inaugural award winners of not one but two awards:
    1. Overall Best in Show 
    2. Best in Government
  • The Help Hub reached the one year mark

April

March

  • Migrated to nsw.gov.au:
  • The ServiceNSW Grants Personalisation project went live on nsw.gov.au - For the first time, people can log in to their MyService account and have their profile information drive the personalisation of relevant grants.

 

February

  • Automated events feed launched that can be filtered on location, date and category.
  • Rainbow Waratah and Sydney WorldPride 2023 logos launched to demonstrate the NSW Government's support of the LGBTQIA+ community and our commitment to inclusivity and diversity within the NSW public service.

January

2022 Achievements

December

November

October

  • Migrated to nsw.gov.au:
  • State of the Customer report launched with reusable components developed
  • CSIA award winner - customer transformation project of the year
  • Platform upgrades – PHP upgrade
  • Ongoing OneCX program funding approved
  • Customer satisfaction survey launched with revised methodology
  • Customer payment portal connected (Service NSW and Investment NSW)

August

July

June

May

  • Help Hub launched to support agency partners with frequently asked questions and support requests
  • Single COVID-19 safety plan checklist launched
  • Single Sign On proof of concept delivered

April

March

Feburary

January

2021 Achievements

December

  • Customer Satisfaction score survey implemented
  • Pilot of improved translation service combining machine and human translation

November

  • Design system upgrade -  website design updated with new NSW Government branding

Migrated to nsw.gov.au:

October

  • Drupal 9 upgrade completed

Migrated to nsw.gov.au:

September

Migrated to nsw.gov.au:

August

  • Improved processes sees a consistent boost in internal search clickthrough rates
  • Monthly website users reaches over 14 million

July

June

  • On 26 June nsw.gov.au reached a 1.8million user record

Migrated to nsw.gov.au:

April

February

  • Innovation NSW live on nsw.gov.au
  • Readspeaker text to speech live on nsw.gov.au key page templates

2020 Achievements

December

  • Apolitical Awards finalist in the global "COVID Rapid responders" category
  • 30 December - largest number of webpage visits in a single day, 21.4million

October

  • Australian Government Digital Awards finalist in the "Excellence in multi-agency partnership" category for COVID-19 on nsw.gov.au
  • Premier's Award finalist in the the "Putting the Customer at the Centre" category for COVID-19 data, insights, communications and website Hub, to keep our community safe
  • 100K COVID Safe business registrations received online

September

July

  • QR codes launch to keep customers COVID Safe by contactless check in

June

  • Live chat helps NSW citizens, supported by the Service NSW COVID-19 contact centre.

May

  • COVID-19 heat maps show the postcodes affected by COVID-19
  • COVID Safe Business Registration helps keep businesses and customers safe during COVID-19
  • Customers can now provide feedback on website content through thumbs up (or down) feedback

April

  • Have Your Say relaunches, centralising our public consultations
  • Department of Customer Service website consolidates into nsw.gov.au
  • NSW Registry of Births Deaths & Marriages website consolidates into nsw.gov.au
  • Automatic Translation helps culturally and linguistically diverse communities access critical information in their language

March

  • COVID-19 section launches, a single online destination for government announcements and advice for NSW citizen and businesses
  • Life journeys find a new home (and URL) on nsw.gov.au
  • The new nsw.gov.au is live, with a customer-centric information architecture ready for website consolidation

February

  • The website upgrades to Google Analytics 360, to prepare for more hits, reduced data processing latency and more custom metrics
  • Public Beta launches for public user feedback
  • Private Beta is available for user testing and stakeholder feedback

2019 Achievements

November

  • Build begins on nsw.gov.au minimum viable product
  • Alpha prototype is developed for nsw.gov.au
Last updated:
Top of page