The nsw.gov.au platform

Reducing duplication of information across government on a stable platform

nsw.gov.au is the source of truth for government information, services and community feedback.

A single website across NSW Government means customers can find information easily and accessibly, without having to navigate the structures of government. The website supports translation in 77 languages and has an Easy Read hub, resulting in broader inclusion for the people of NSW.

Continuous enhancements and security measures, including an annual, independent assessment, ensure platform stability and protection against cyber threats.

nsw.gov.au welcomes an average of 2.78 million visitors per month, with an average accessibility score of 84%, which is above the industry benchmark. There are over 500 content authors contributing to the website across government. These authors are supported by the nsw.gov.au Help Hub, an online customer service portal, which has a customer satisfaction score of 98%.

By delivering consistent, high-quality content through a secure and sustainable digital infrastructure, nsw.gov.au minimises duplication, reduces legacy technology, enhances platform stability, and builds public trust in digital government services. This is particularly critical during times of crisis, natural disasters and emergencies.

Achievements

More than 100 NSW Government agencies across all portfolios have migrated to nsw.gov.au. The migrations have delivered an average accessibility uplift of 22% and are reducing annual run costs by an estimated $6.9 million. The website has a record of 100% uptime, meaning the platform performance has been stable, consistent and repellent of security threats.

Engagement

The OneCX Program has partnered with multiple agencies across all portfolios to migrate, consolidate and maintain information in an inclusive way.

Department leading the project

Department of Customer Service