NSW Digital Strategy – 2025 update

Mission 1: Make digital services accessible, inclusive and connected for everyone in NSW

The NSW Government is committed to making digital services available to those who need them. As more of our lives move online, it’s important that no one is left behind.

Technology is being used to better understand and meet the needs of all 8 million people in NSW. Efforts are underway to make digital services more accessible and inclusive, and to improve internet connectivity across the state.

Here are some examples of progress being made since launching the NSW Digital Strategy:

• NSW Digital Inclusion Strategy: Released in May 2025, this strategy aims to ensure everyone can use digital technology safely and affordably. It also highlights the need to maintain offline options for essential services. The strategy was co-designed with feedback from digitally excluded communities, the public, community groups and industry.
• Language+ App: This new app gives 24/7 access to interpreters. NSW Police and other emergency service workers use it to speak with people in different languages during emergencies. It helps support communication with multilingual communities across NSW.
• Aboriginal and Torres Strait Islander Digital Inclusion: In July 2025, a baseline evaluation and roadmap were launched to support improved digital access for Aboriginal and Torres Strait Islander people in NSW. These initiatives are part of the outcomes under the National Agreement on Closing the Gap. Phase 2 will deliver digital hubs and a voucher program across FY 2025-26 and 2026-27.
• Easy Read Hub: Launched in 2024, this online resource makes government information easier to understand for people with intellectual disability, low literacy, or whose first language isn’t English. It covers topics like education, emergencies, housing and employment.
• NSW Digital Photo Card: A trial of the upgraded NSW Digital Photo Card, a verifiable photo credential built to international standards, is underway with future enhancements scheduled in the near future. It improves security and helps reduce misuse and identity theft. The upgraded Digital Photo Card promotes accessibility and inclusion by enabling digital access to government services for customers who don’t hold a driver licence.
• New Buying Guide: This guide helps people choose products and services that are accessible for everyone. It was developed with experts to ensure accessibility is considered from the beginning.

Mission 2: Use digital to improve service delivery, support the local economy and drive productivity

Digital technology can improve services, drive innovation and grow the local economy. New technology – like artificial intelligence (AI) – helps government work faster and more efficiently. To get these benefits, the NSW Government must balance innovation with safety.

The government is also working with industry, academia, small businesses and communities to build skills, support innovation, and boost the economy.

Here are some examples of progress being made since launching the NSW Digital Strategy:

• NSW Digital Housing Pipeline: This project will provide real-time housing data to support planning, enable faster decision making, and improve services. The team is working with councils, agencies, emergency services and developers to create a 3D dataset by 2027. It will track housing progress from planning to construction and occupation.
• Transport Activity-Based Model Program: Starting in April 2025, this program helps understand how people travel, supporting better infrastructure planning and making trips easier. The full model will be integrated into transport planning and decision-making frameworks by late 2027.
• Online Renewal of the Working with Children Check (WWCC): Essential workers can now renew their WWCC online, saving the average person about 90 minutes. Across 70,000 users, that’s nearly $2.5 million in total productivity time saved and over $500,000 saved by government through lower costs.
• Test and Buy Innovation: This innovation procurement model helps the NSW Government find, test and buy the latest and best technology to solve community problems. The first guidance launched in November 2024, with more coming in late 2025.

These projects have been developed as part of the NSW's Government's commitment to safe, ethical and responsible AI use:

• Agentic AI Guide: This guideline is a non-mandatory resource to help NSW Government senior executives manage the new governance challenges of agentic AI. It is one of the first government guides in the world to focus on this technology.
• Artificial Intelligence Assessment Framework (AIAF) Compliance Plan: The AIAF Compliance Plan requires NSW departments to establish minimum governance and assurance standards. Digital NSW supports this process to ensure accountability and consistency across government.
• NSWEduChat: This purpose-built generative AI tool helps students build critical thinking skills by guiding them through questions rather than giving direct answers.
• Artificial Intelligence Procurement Essentials Guide: This guide helps agencies safely buy and manage AI systems. The NSW Government Procurement Policy Framework is also being updated to include AI ethics.
• Artificial Intelligence in NSW Planning: This project helps councils use AI to speed up local development applications. It uses the Test and Buy Innovation model to find tools that improve how councils process applications.

Mission 3: Underpin trust in government through reliable, stable digital services and sustainable Digital Infrastructure

It’s important people feel confident that their information and interactions with NSW Government services are safe. As digital tools become a part of everyday life, protecting privacy matters more than ever.

To keep systems secure and improve services, information and communication technology (ICT) systems are being modernised, outdated legacy technology is being addressed, and collaboration with industry and universities is strengthening digital infrastructure.

Here are some examples of progress being made since launching the NSW Digital Strategy:

• NSW Data Strategy: The NSW Government Data Strategy is being updated to treat data as a shared government resource for improving community wellbeing. It focuses on using data safely, ethically and effectively, while building skills to turn data into useful insights.
• Spatial Digital Twin Capability Uplift Pilot: This tool helps government staff and the public use location data for better planning and decision making. A pilot program ran from October 2024 to April 2025 with 187 participants from across NSW. Their feedback is helping shape a broader rollout of the tool.
• BioNet: NSW is improving how biodiversity data is submitted and shared. BioNet is an open database with information on plants, threatened species and scientific surveys. Changes to the database make it easier and more affordable to upload data.
• ValIQ project: This project is modernising the digital system for land valuations. The upgrade will improve processes and customer experience. A minimal viable product of the new system launched in June 2025.
• NSW Digital ID: Enables people to prove their identity online in a secure and private way. It will be tested across selected government services to reduce fraud and manual checks while speeding up access.
• Legacy Technology: NSW is working with agencies, industry and other governments to define outdated legacy technology and assess their risks. A new risk framework is helping to plan updates, improve service delivery and boost productivity.
• CORE Assessment and Compliance Regulatory Platform: CORE is the main platform used by the Environment Protection Authority for managing regulation. It brings key tools together in one place to improve customer service, speed up processes and help people make better decisions by making data easier to find and use.

Mission 4: Keep NSW safe and resilient during emergencies online and in-person

Climate change is leading to more frequent and severe natural disasters. NSW must act quickly and give people clear information to help them feel safe and supported before, during and after emergencies such as floods, fires, power outages and cyber attacks.

NSW is committed to reliable internet, real-time updates and back-up communication channels to make sure everyone can access the help they need.

Collaboration with government, industry and academia is underway to protect systems from cyber threats and keep data secure and accessible.

Here are some examples of progress made since launching the NSW Digital Strategy:

• Emergency Management Multi-Agency Coordination System (EMMACS): NSW is replacing its old emergency management operations system (EMOS) with EMMACS, a new platform that is easier to use. It will help agencies in NSW and ACT share information, work together and make better decisions during emergencies.
• 2026-2028 NSW Cyber Security Strategy: Launching in 2026, the updated NSW Cyber Security Strategy will outline the NSW Government’s plan to continually improve the cyber resilience of the public sector for the enhanced protection of NSW citizens, businesses and communities. Led by Cyber Security NSW, the strategy will balance the facilitation of safe digital development with the management of evolving cyber threats, underpinned by strengthened risk management and assurance across government systems.
• Community Connectivity Project: Connectivity kits are being made available to communities across NSW, providing them with connectivity during emergencies when other services are not available. As of July 2025, 12 connectivity kits have been received with a further 10 to be delivered later this year. Research was conducted and public feedback is being collected to understand how internet loss affects communities, which will help shape future policy.
• BioResponse NSW App: This free app gives users fast and reliable information during biosecurity emergencies. It was launched in June 2024 during the white spot outbreak and has also been used for avian influenza and red imported fire ant responses.

Mission 5: Uplift digital capability in the public sector workforce

New technologies – like artificial intelligence (AI), robotics and data analytics – are advancing quickly. Generative AI could add up to $115 billion a year to Australia’s economy by 2030.⁶ To make the most of this, strong digital skills are needed across the NSW public sector.

Access to training and upskilling is being improved. When public servants have strong digital literacy, they can better understand community needs, create smarter policies, and improve peoples’ lives.

To attract top talent, career growth is supported in the public sector, innovation is encouraged, and the diverse workforce is given the right tools to succeed. Partnerships with industry and education providers help people prepare for future jobs.

Here are some examples of progress made since launching the NSW Digital Strategy:

• Virtual Reality (VR) Training Program for Train Staff: Over 3,000 train drivers and guards now undertake emergency response training using VR. This technology delivers safer, more consistent, and cost-effective training than traditional methods. Since launch, train crew have participated in hands-on workshops to familiarise themselves with the technology. The VR module is now a core component of the annual Continuation Training program.
• 1000 NSW Public Sector Apprentices and Trainees Program: This program is helping young people and jobseekers gain experience and fill skill gaps. So far, over 650 new apprentices and trainees have commenced in roles across public sector agencies under the program. The program also added 59 IT and cyber security traineeships in the first 2 rounds. The final round of the program in FY 2025-26 is underway.
• NSW Digital Skills and Workforce Compact: A 7-year partnership between government, industry, education and community to address the state’s projected shortfall of 85,000 digital workers by 2030.
• NSW Digital and ICT Workforce Strategy: This strategy is being developed to address anticipated shortages in digital and ICT roles, such as software developers, cybersecurity specialists and engineers. It will outline actions to build a sustainable digital workforce that includes career pathways, capability development and support of cross-agency mobility to retain talent in the sector.
• Easy Read Style Guide: This guide helps make online information clearer and easier to understand. It’s part of the Accessibility and Inclusivity Toolkit, which supports the design of services that everyone can use.
• Cultural Diversity Champions Pilot: This pilot program supports culturally and linguistically diverse (CALD) government employees. It was created by and for CALD staff, offering peer support with the aim of increasing CALD representation across all levels of the public sector.