Collaboration Management

OneCX - nsw.gov.au

For publishing and managing public-facing web content.

Platform allowing agencies across Government to publish customer centric information in one place, nsw.gov.au - the single source of truth for the people of NSW. Agencies are able to maintain their content via the platform, assisted by a comprehensive onboarding process where eligible content is reviewed and migrated.

Visit the OneCX website or contact the DCS Digital Channels Unit to learn more.

Scaling Not yet endorsed

Customer Communications

Digital Notifications Platform

For delivering email, SMS, push and MyService NSW inbox notifications to customers.

A secure platform allowing users to send notifications, easily aligning their messaging with brand guidelines and content best practice, maximising the trust and effectiveness of their message, while also improving customer experience.

Notifications can be sent in a way that is connected with a customer’s Service NSW MyAccount profile, or direct to independent email or phone numbers provided by an agency. It also allows for the automation of notifications through a simple API integration, reducing the cost and effort required to contact customers.

Contact us to learn more and connect with the Service NSW Partnerships, Projects and Insights team.

Scaling Not yet endorsed

Customer Portals & Mobile Apps

Service NSW Mobile App

For government agencies to deliver their services directly into the hands of customers.

The Service NSW mobile app is a secure customer engagement platform in which agencies can tap into a more accessible and customer-focused delivery of their services.  

The app will create an app-compatible version of any service added to My Account, enabling transactions such as in-app payments, notifications, venue check-ins and voucher access. It is also the home of the digital driver licence - a service already utilised by 80% of licence holders in NSW.

With 4 million active monthly users, the app is the NSW citizens’ front door to government services.

Contact us to learn more and connect with the Service NSW Partnerships, Projects and Insights team.

Scaling Not yet endorsed

Customer Portals

MyServiceNSW Account

For government agencies to connect with customers in a secure, authenticated and supported environment.

The Account is a highly secure and personalised gateway that enables agencies to engage with customers while leveraging the best of digital service products including customer authentication, and a centralised notification platform. With enhanced cyber security and the inclusion of customer incident response and resolution, the Account is a ready-made customer relationship product.

As the demand for linked services increases, we’re investing even more in customer experience ensuring that we lead the way in accessibility and inclusion. The account is a lifetime product. As citizens engage with government throughout their lives the account helps simplify that engagement with critical public services.

Contact us to learn more and connect with the Service NSW Partnerships, Projects and Insights team.

Scaling Not yet endorsed

Collaboration Management

Sector Link

For authenticating and controlling access to an application for any NSW Government user.

A digital identity and hosting platform that allows NSW Government employees to access sector-wide government applications using their existing agency or department login credentials. It supports integration of cloud apps and SaaS services to the Sector Link digital identity provider, as well as hosting of whole-of-government applications with compartmentalised delegated administrative control to hosted cloud resources.

Contact the DPC Digital & Information team at sectorlink@dpc.nsw.gov.au to learn more.

Implemented - PoC/Alpha/Beta Not yet endorsed

Grants Management

Whole of Government Grants Management Platform

For administering public grants.

A whole of government grants platform that provides a customer-centric grants application experience and a full integrated grants administration in NSW Government.

Contact us to learn more and connect with the Department of Regional NSW.

Scaling Not yet endorsed

Payments

Customer Payments Platform (CPP)

For accepting payments online, over the counter, through kiosk, automated phone (IVR) or contact centre.

Delivers a seamless and consistent customer payments experience across the sector. CPP integrates with agency transaction systems and provides full transactional level reconciliation across multiple channels. CPP is PCI-DSS compliant.

Visit the CPP Website, or contact the DCS Government Technology Platforms team at GTPpartnership@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Registration, Enrolment & Permissions

Licence NSW Platform

For the management of customer and business licences, permits, and registrations.

The preferred end-to-end digital licensing platform for customers and businesses that enables regulators to do full licence lifecycle management including workflow and CRM functions.

Existing licence, permit and registration data is migrated from the Government Licencing System (GLS) to the Licence.NSW Platform, enabling partner agencies to build customer-centric front-end experiences made accessible via Service NSW. Any new agency benefits from simplified, standardised and connected customer journeys.

Licence NSW and Regulation NSW platforms utilise the same enterprise solution, and when used together support experiences across the full regulatory landscape.

Visit the Licence NSW website, or contact the DCS Government Technology Platforms Team at GTPpartnership@customerservice.nsw.gov.au to learn more.

Implemented / Scaling Not yet endorsed

Registration, Enrolment & Permissions

Regulation NSW Platform

For the management of complaints, compliance and enforcement actions by regulators.

A case management ecosystem developed through a series of integrations for regulators to manage their activities through streamlined processes.It enables regulators to have a system that provides a central source of information to better manage regulatory risk.

Agencies can have an end-to-end view of customers and businesses across the regulatory lifecycle and manage records through the platform.

Licence NSW and Regulation NSW platforms utilise the same enterprise solution, and when used together support experiences across the full regulatory landscape.

Contact the DCS Government Technology Platforms Team at GTPpartnership@customerservice.nsw.gov.au to learn more.

Developing / Implemented Not yet endorsed

Scheduling

Whole of Government Online Booking System

For the booking of time-slots or appointments online by customers.

A single platform to provide a consistent and streamlined booking experience. Available to all NSW Government agencies, starting with Service NSW.

Contact us to learn more and connect with the Service NSW Partnerships, Projects and Insights team.

Scaling Not yet endorsed

Analytics & Business Intelligence

NSW Trend Atlas

For informing decision making, strategic planning, policy development, service redesign, or business planning and improving adaptability and resilience to future change.

An interactive, strategic intelligence platform where users can easily find insights on local and global trends to anticipate possible futures for NSW. Provides access to a diverse set of quantitative and qualitative data from NSW, Australian, and global sources, enriched with insights developed via trend analysis. A digital platform that delivers a suite of analysis tools for users to conduct scenario planning, SWOT analysis, and horizon scanning as an off-the-shelf service.

See the Trend Atlas Case Study, or contact the DPC Shaping Futures team at shapingfutures@dpc.nsw.gov.au to learn more.

Scaling Not yet endorsed

Analytics & Business Intelligence

NSW Better Outcomes Lab

For connecting decision-makers to the best available cross-sectoral evidence on customer journeys and outcomes.

A self/full service data access and analytics toolkit (including, for example, dashboards, applications, metadata and re-usable code) and strategic insights capability that supports improved customer outcomes through data-driven decision-making.

Users can evaluate service performance, and find insights on interactions, pathways and outcomes of customer cohorts, including identifying feasible intervention points. Additionally, a digital platform facilitates safe and streamlined access to de-identified joined-up insights and data. Depending on need, users are supported to onboard, navigate and use the relevant product or service.

See the Better Outcomes Lab Case Study or contact the team at betteroutcomeslab@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Modelling & Digital Twins

NSW Spatial Digital Twin

For digitally representing physical places in 2D or 3D, to visualise and communicate existing and planned infrastructure and services, including the provision of customer feedback.

A platform that connects data across government and industry to create 2D, 3D and 3D over time (aka 4D) models and maps of the real world that can be visually explored. It supports NSW departments and agencies in decision making on planning and development of new infrastructure and government policies.

Customers will be able to interactively and visually search, explore, and provide feedback on government services and planned new infrastructure displayed as a digital world alongside key information such as public and private services and environmental conditions.

Visit the Spatial Digital Twin website or contact the DCS Spatial Services team to learn more.

Developing Not yet endorsed

Analytics & Business Intelligence

Advanced Analytics Service

For data management, governance and business intelligence.

The Advanced Analytics System (AAS) is a comprehensive and scalable cloud-based platform designed to empower Agencies with robust tools for streamlined data management. AAS provides a unified solution for data ingestion, centralised data storage, and advanced analytics capabilities, enabling agencies to harness the power of their data effectively.

Contact the DCS Data & Insights (DAC) team at datansw@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Analytics & Business Intelligence

NSW Secure Analytics Lab

For analysing sensitive data through a highly secure computing platform.

SAL provides a highly secure and controlled analytics environment for NSW Agencies and external researchers to analyse large-scale and highly sensitive NSW government data. It empowers the ability to conduct in-depth analysis while maintaining strict data security and control. The platform employs robust security measures to safeguard sensitive data, protecting against unauthorised access and maintaining compliance with relevant privacy regulations.

Contact the DCS Data & Insights (DAC) team at datansw@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Analytics & Business Intelligence

NSW Web Analytics Platform

For data-driven decision making, delivering targeted and effective services.

The Web Analytics Platform plays a crucial role in enhancing customer experience and optimising outcomes for users accessing services and information through NSW Government agency websites. The platform empowers NSW agencies with improved access to comprehensive and anonymised website analytics, enabling them to gain valuable insights into customer journeys. Furthermore, the platform facilitates information sharing among agencies, fostering data-driven decision-making, and ultimately enabling the government to deliver more targeted and effective services to the people of NSW.

Contact the DCS Data & Insights (DAC) team at datansw@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Analytics & Business Intelligence

NSW Insights Hub

For insights-driven decision making, solving key customer and business challenges through a suite of products and services.

The NSW Insights Hub is a strategic whole of government digital asset that offers a suite of data and insights products and services to create a holistic 360 degrees view of NSW customers, providing a deeper understanding of NSW citizens and businesses' confidence, sentiment, behaviour and performance. NSW Insights Hub brings together the Customer and Business Sentiment surveys, Customer Experience survey and a growing list of government owned and private business behavioural datasets for agencies across the Sector to generate timely and unique insights for policy development, investment prioritisation and service improvements. By leveraging NSW Insights Hub, agencies can save resources and time in insights generation for making effective, targeted and timely decisions to support individuals and businesses on current key challenges such as cost of living, natural disasters, night time economy, housing affordability and labour shortage.

Contact the DCS Data & Insights (DAC) team at datansw@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Design Tools & Toolkits

Accessibility Compliance Toolkit

For building digital and ICT solutions with the needs of the user base in mind, including people with disability.

A toolkit that provides practical tools and resources to support agencies across Government to build accessibility skills and ensure equal access to Government services for the people of NSW. Agencies will be able to access resources so that their websites are compliant with Web Content Accessibility Guideline (WCAG) standards and ensure their digital solutions provide equal access of use for all people.

Visit the NSW Accessibility Toolkit website, or contact the DCS Digital Accessibility NSW team at digital.accessibility@customerservice.nsw.gov.au to learn more.

Implemented Not yet endorsed

Procurement & Sourcing

Buy.NSW

For procuring digital or physical products and services.

Supports buyers and sellers in NSW Government with a suite of solutions across the procurement lifecycle.

Visit the Buy.NSW website, or contact the DCS Digital Procurement Transformation team at buy.nsw@customerservice.nsw.gov.au to learn more.

Implemented Not yet endorsed

Cloud & Hosting

Government Data Centre (GovDC)

For hosting applications and data storage outside of public cloud

Highly secure data centre environments for agencies and public sector entities. NSW has negotiated a single, whole of government agreement for data centre space. This whole of government arrangement provides a secure data centre environment for agencies’ private and community clouds, with oversite by the Digital NSW organisation.

Visit the GovDC website, or contact the DCS GovDC team at govdc@customerservice.nsw.gov.au to learn more.

Implemented Not yet endorsed

Connectivity

Government Secure Network (GSN)

For secure, government-only server/storage network connectivity

A cost effective, modern and secure shared network fabric connecting the government's data hosting environments. Agencies can utilise the GSN as a cost-reducing and highly secure, government-only network for server/storage connectivity, as well as inter-agency collaboration. An agency can acess GSN on a 'Network as a Service' basis, reducing capital and operational costs whilst accessing a consistently secure network environment.

Contact the DCS GovDC team at govdc@customerservice.nsw.gov.au to learn more.

Scaling Not yet endorsed

Identity & Authentication

NSW Digital Identity Platform

For allowing citizens and businesses to prove who they are, or securely provide their details.

Enabling 6.1 million NSW adult customers to create a strong NSW Digital ID through biometric binding against foundational identity documents.

Contact us to learn more and connect with the DCS Identity NSW team.

Scaling Not yet endorsed

Identity & Authentication

Verifiable Credentials Platform

For allowing citizens and businesses to prove what they are entitled to, or what they have achieved.

A platform enabling digital verifiable credential to be issued and used securely, privately, and at scale.

Contact us to learn more and connect with the DCS Identity NSW team.

Scaling Not yet endorsed