Support and services available to nsw.gov.au agencies

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.

How to request support

All support and service requests should be submitted via Help Hub support requests.

1. Search the Help Hub resource library to troubleshoot your issue.
2. If you cannot resolve the issue on your own, request support through the Help Hub.
   • When the ticket is received, the requestor will receive a confirmation email that a ‘new’ request has been submitted. Digital Channels triages the request, provides a priority rating and assigns a team member for action. The requestor will receive an ‘open’ notification to confirm the job has been assigned.
   • Read Requesting support using a Help Hub form if you need assistance on which form to use for your request.

Support and service hours

Standard operating hours for support provided by NSW Government Digital Channels is Monday to Friday, 8:30am to 5pm.

After hours and weekend support is available for P1 critical and urgent infrastructure updates and time-critical content updates, with 1 business day's notice.

Service level agreement (SLA) prioritisation

P1: Critical/urgent P2: High P3: Medium P4: Low

P1: Critical/urgent - A widespread issue that affects all website users, impedes core business functions, or causes major negative impact to NSW Government reputation.

Acknowledged: 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: High – 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: Medium – 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: Low – 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.

Support and services

Content and customer experience

Learning and development

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.

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.

SLA: 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.

SLA: 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.

SLA: P3

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, the CMS Component Guide and content style guides.

An ongoing service to support agency partners.

Content support and guidance

Access support and guidance from NSW Government Digital Channels Content Advisors to help agency partners create clear and accessible content for our customers.

Content creation and management
Request guidance about content changes on nsw.gov.au, including publishing, updating, or removing content.

SLA: P4

Content guidance
Guidance from our Content Advisors on best practices to optimise your content’s writing, structure, use of components and performance.

SLA: P3

Publishing 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.

SLA: P3

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.

SLA: P3

Ongoing content strategy and optimisation
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.

User experience (UX)

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.

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.

Platform

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.

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.

Search and site optimisation

Services to improve the findability of our agency partners’ content on search engines and nsw.gov.au’s site search.

Search engine optimisation (SEO)
Guidance and recommendations to improve the findability of agency partner content on search engines, such as Google.

SLA: P4

Site search optimisation
Maintenance, guidance, and recommendations to improve the findability of website content on nsw.gov.au's internal search function.

SLA: P4

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.

SLA: P4 - Brief and scope. Implementation is 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.

SLA: P4 - Brief and scope. Implementation is 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.

SLA: An ongoing service to support agency partners.

Analytics and insights

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.

Analytics guidance and support
Support and guidance for questions, issues or bugs related to website reporting data and Google Analytics.

SLA: P4

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 about our web analytics collection notice.

SLA: P4

Google Analytics management
Ongoing management of sitewide Google Analytics framework to support tracking and reporting of website traffic performance on nsw.gov.au.

SLA: An ongoing service to support agency partners.

Social media support

Comprehensive range of social media services to ensure our agency partners are equipped with the knowledge and tools to maximise their online presence.

Social media guidance
Whole-of-government guidance on social media use and platforms, including best practices, industry/platform updates, and governance.

SLA: 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.

SLA: P4

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.

SLA: P4

Video hosting
Uploading a video to the NSW Government's YouTube account for use on social media or on nsw.gov.au.

SLA: P4

User management

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.

Account access
Management of our agency partners’ access to software solutions including Drupal, Google Analytics, Help Hub and Siteimprove.
SLA: P3

Platform Incident Management & Resolution

Critical priority issues: P1

• Website unavailable
• Mobile website unavailable
• Unable to update multiple pages of content
• Impacting all customers or content teams
• The production environment (live website) is not functioning or an issue that impedes core business functions - e.g. Transaction systems down.
• Pii Data breaches
• Website breaches
• Data Loss
• Misplaced devices
• Inappropriate text on the page

High priority issues: P2

• Major errors occurring within the production environment (live website).
• Multiple Web forms failing
• Issue impacting greater than 500 customers
• Inappropriate text on the page
• Issues ministers web forms
• Transport for NSW 'Contact us' form: Contact Transport for NSW - Roads and Waterways

Medium priority issues: P3

• Errors occurring within live website that impede website management. e.g. Content unable to be uploaded.
• Single web form issue
• Minor page issues
• Inappropriate text on the page

Low priority issues: P4

• Cosmetic issues that don’t affect website management or performance. E.g. Text alignment error.
• General Bugs
• Padding issues

Need any more help?

If you have any questions, or require assistance with anything mentioned on this article, submit a request via the webform.