The NSW Government will follow the steps of VIC, SA and WA by unifying around 500 existing NSW agency websites into a consolidated nsw.gov.au hub.
The aim of the unification is to enhance customer experience by making information easier to find, and reducing costs. It is estimated that the unified website would save “tens of millions of dollars of costs over the next decade”.
The project will be undertaken by the NSW Department of Customer Service and a trial version will be ready by the end of February 2020. The website will be progressively upgraded based on customer feedback.
Other entities (including local government, NFP and private sector organisations with multiple websites) can learn from this too. It is often more costly to maintain multiple websites and customer experience can be impacted if a customer has to go to multiple websites to find information. Cyber security risk also increases the more websites an organisation maintains. Where appropriate, consolidation should be considered.