nsw.gov.au Help Hub
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Select your current NSW Government Portfolio or Council

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URL (section URL or page URL)(optional)

Priority(optional)

If you are unsure, please do not make a selection. | Low (aim to complete within 5 business days) | Normal (aim to complete within 2 business days) | High (aim to complete within 24 hours) | Critical (aim to complete within 2 hours)

Please describe your request in more detail(optional)

Description

Tell us more about your request

Completion date (publishing deadline)(optional)

Select a date when the project needs to be completed or the content needs to be published.

Do you have a nsw.gov.au Feedback Insights Dashboard account?(optional)

Please describe your request in more detail

Background and description of AB test/Personalisation

Describe the customer problem/s or challenge that inspired the test

Business opportunities of conducting the AB Test/Personlisation(optional)

Summarise the benefits. For example, 'This will enable potential customers to get the required support and result in a 123% increase in leads' or 'Benefits - not currently known.'

What insights exist that support the need for the AB Test/Personlisation?

For example, lead forms are not currently offered to be filled in and only 2% of visitors click on the 'request a callback' option

What is the purpose of the AB test/Personalisation?

For example, having a hero banner with a headline that communicates the value proposition, and a CTA that drives traffic towards a desired action will improve conversion rates

Provide the URL/s for the page/s that the AB Test/Personalisation will run on

What audience will the AB Test/Personalisation target?

For example, all users, people within NSW, people in regional NSW, people in Newcastle, mobile users, etc.

What is the primary goal of the AB Test/Personalisation?

For example, to increase interactions with support options (webchat, lead form, email) by 123%

Are there any additional requirements for the AB Test/Personalisation?(optional)

Please provide the name of the manager authorising this DNS request

DNS requests must have prior approval from your manager.

Provide the domain name for this DNS request

DNS Record type

Choose the appropriate record type

DNS Hostname

eg, www., subdomain, @ for root

What is the reason/requirement for this DNS request?

Attachments(optional)

Add file or drop files here

Privacy Collection Notice
Your personal information is collected through this form to communicate with you while processing your request. Please read the privacy notice for more information about how we handle your information.

If you need guidance on which form to use, read about requesting support using a Help Hub form.

This guide is housed on the Help Hub which you can find here: Social Media guide for advertising. Please ensure you have read this prior to submitting this form.

Who is the target audience for this post? Check if you can advertise to them here.

Complete User Access Agreement form (invited users only)

I understand that in receiving access to the NSW Government website feedback analysis dashboard I will have access to confidential data that may include personal or health information or otherwise sensitive data. This data is collected by the NSW Department of Customer Service to help understand website feedback across nsw.gov.au and identify improvements to content and online experience. The data is collected under a website privacy statement (Privacy statement ) that notes:

"Users of this website are entitled to expect that any information collected as a result of that use will be treated within the terms of the NSW Government’s privacy responsibilities and obligations.”

"By using this website, applications and services, or otherwise providing us with your information, you acknowledge and agree to us collecting, holding, using and disclosing your personal information as described in this privacy statement".

“The Departments will not disclose or publish information that identifies individual machines, or potentially identifies sub-groupings of addresses, without consent or otherwise in accordance with the New South Wales Privacy and Personal Information Protection Act 1998.”

“Each Department may disclose personal information to contracted service providers who may have a role in processing form information or responding to feedback.“

“Each Department may publish aggregated information about feedback on the website, to the extent that it does not identify or cannot be used to identify individual users.”

“Access to the raw data is restricted to a limited number of officers in each of the Departments and our service providers contracted for the purpose of analysis and to report on the success of the website in meeting the Departments’ communication and access objectives.” https://www.nsw.gov.au/nsw-government/privacy-statement (retrieved on 6/2/23).

This support request is for account holders only. Please see this article to find your relevant portfolio contact for any enquiries.

Has your video been created in line with our checklist for creating best practice videos? The checklist can be found at this link

Note: To add grant recipients to nsw.gov.au, you first need to have built your grant in full on the website. For further information, read this article.

We need grant recipient information in a particular format. Download, save a copy and fill out the blank grant recipient spreadsheet. Then upload it to this form (below) and press submit to send it to the team to add to your grant.

You must setup-up your stand-alone Google account using your NSW government email address. Government email address must be an identifiable to a named staff member, no shared/generic email addresses allowed. Please follow these steps on how to set up a stand-alone Google account.

As outlined in our advertising guidelines, when you run a paid campaign on the NSW Gov social media channels, you must secure adequate resources for comment moderation (English and CALD). The moderators will need to come from your agency or be sourced through an experienced agency.
Please note that we do not turn comments off and follow a community management protocol. Please read more about community management in the guide.

Refer to IPC checklist if yes.

Refer to IPC checklist if yes.

Please ask the new staff member to complete and submit the form.

Our most frequently used forms are listed here:

The Content request form is used for: changes or updates to content on nsw.gov.au, help with search (SEO) queries, analytics for a page or section, help with a NSW Government consultation (Have Your Say), help with User Experience (UX), support from a Content Administrator, publishing a media release.

The User access requests form is used for activating or troubleshooting login issues for these systems: Drupal CMS, Google Analytics, Site Improve, Help Hub.

The Request support for privacy enquiries form is used for enquiries relating to Privacy on nsw.gov.au.

The Internal Digital Channels request form is used for internal staff needing assistance with: Zendesk incidents and requests, Help Hub article submission, Zendesk improvements, JIRA/Confluence access.

The Report a CMS bug or request a new feature form is used to either report a bug in Drupal CMS, or alternatively to request a new feature be implemented

If your request does not match any of these options and is not listed in the dropdown above, please proceed and let us know how we can assist you.

If you require additional Meta or LinkedIn Insights tags to support a digital campaign, raise a request on the Social Media request form.

If this bug or new feature request is for the CRM and not for Drupal CMS, then please use this CRM new feature, enhancement or bugs request form to submit CRM related requests.

Please upload the Word document via the 'Attachments' button below.
Alternatively, provide the Confluence page link with the information required for your Help Hub Article.
You can also provide any additional information here if needed.

An 'incident' means something is not working or you have identified an issue which is preventing you from performing your tasks.
A request is something you need help with like how to use certain features. Otherwise you may need more information about the new features/automations in Zendesk.
Use the 'description' field below to describe the incident or request and attach a screenshot via the 'add file' button.

Please explain the Zendesk issue(s) you are experiencing. Have you tried logging out and re-logging into Zendesk? Are your colleagues experiencing the same issue? Is your issue related to access?
If you would like to increase your access level for Zendesk, please specify the access level. Please attach an email approval from your manager via the 'Add file' button below.

Please don’t include any personal information such as email addresses, phone numbers or account details.
Your feedback is important for us to improve this website. While it isn't anonymous, we'll keep your identity private if we share your insights.

Note: If you are working with OMD and linking to a site on nsw.gov.au, access to the Meta pixel or LinkedIn Insight Tag has already been provided to their Business/Campaign Manager.

Adequate moderation resources (English and CALD) will either need to come from your team or be outsourced through an experienced agency.
Please note that we do not turn comments off. Read more about the requirements of community management on your ads in our guide.

Note: You can reach the ADReviews team at adreviews@customerservice.nsw.gov.au. More info about the advertising guidelines of campaigns up to $250,000.

If your agency has received instructions to use the Grants Management System (GMS) to build your grants, contact the team at onegms@regional.nsw.gov.au.
If you have not been instructed to use the GMS yet, continue filling in this form.

Please select a priority for this request.
We will work within agreed Service Level Agreements and accommodate for critical requests where required.

Insert a comma between each user's email address. You also have the option to upload a file containing the email addresses of all participants. You can do so using the 'Attach File' option displayed at the bottom of this page.
If you are uploading a file, please mention the word 'Attached' below.

You will be required to gather this information from your agency partner in as much detail as possible. This is required as this data will be shared externally, so it is important to determine how the external agency will store and retain this data and for how long they intend to do so.
Note: Our governance team will determine whether our team will be able to fulfil the request given that this data will be shared with an external agency partner.

Note: if you are deactivating access for a NSW Digital Channels team member, use the Internal Digital Channels onboarding/offboarding form.

• Name
• Email address
• Phone number
• Address
• Date and/or place of birth
• Gender
• Marital status
• Family information (such as relationship, for example, parents, or children status etc.)
• Bank account details
• Credit card details
• Financial information (such as, assets, liabilities, income etc.)
• Education level completed
• Educational history
• Occupational status
• Occupation details/history
• Photo of an individual
• Signature
• Language
• Dietary requirements
• PI of/about a third party (such as name, contact details, address, email, mobile, relationship to individual, age, opinion etc.)
• Other information or opinion about an individual

• Driver licence number
• Passport number
• Tax File Number (TFN)
• Australian Business Number (ABN) in relation to a sole trader
• Medicare number
• Centrelink Reference number
• Other

• Racial or ethnic origin (including Aboriginal and Torres Strait Islander origin)
• Political opinions or membership of a political association
• Religious beliefs or affiliations
• Philosophical beliefs
• Trade union membership
• Membership of a professional or trade association
• Sexual orientation, practices, or activities
• Criminal records
• Genetic information about an individual that is not otherwise health information
• Biometric information that is to be used for the purpose of automated biometric verification or biometric identification
• Biometric templates

• Children and young people
• Older people
• People with disability
• Aboriginal and Torres Strait Islander peoples
• People from culturally and linguistically diverse communities
• Other vulnerable individuals

Please see the Privacy (Tax File Number) Rule 2015 for details.

Note: this contact needs to be available both in and out of business hours in the event of a crisis or campaign issue.

Attach your assets, media and communications plan if applicable.

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