The self-serve model enables onboarded NSW Government departments to design and manage their own digital engagement using the Social Pinpoint platform.

Each department also receives training and support from Social Pinpoint and best-practice guidance from the Department of Customer Service (DCS).

If your department has not yet been onboarded, or you have questions about the process, please get in touch with the DCS Have Your Say team.

Overview

Timeframes are approximate and subject to change.

  • Memorandum of Understanding (MoU)

    An MoU between DCS and the onboarding department is signed.

  • Onboard (9-10 weeks)

    Social Pinpoint will work with the department to train and onboard staff to the platform. DCS will provide support.

  • Governance (ongoing)

    Governance and evaluation are undertaken by DCS and the department through the life of the MoU.

How department onboarding works

  • Each onboarding department will enter into an MoU with DCS.
  • For a copy of your department's MoU, speak to your department's key contact (listed on this page).
  • If you're not sure whether your department has entered an agreement, please get in touch with the DCS Have Your Say team.
  • Once an MoU has been signed, Social Pinpoint will work with the department to train and onboard staff to the platform.
  • DCS will provide support as Site Administrators and work with the department to ensure ongoing project governance and evaluation through the life of the agreement.
  • If you missed out on the onboarding training, speak to your department's Social Pinpoint contact/s to access recordings of training and support.

High-level overview of project governance structure:

  • Project control group - high-level leadership and oversight of the project across departments. Convened by DCS (held quarterly).
  • Implementation activities - workshops, meetings and training as part of the onboarding. Led by Social Pinpoint (ad hoc).
  • Quarterly platform meetings - ongoing platform management during the life of the agreement. Co-led by Social Pinpoint and DCS with key staff from other departments in attendance (held quarterly).
  • Regular check-ins - DCS and key staff from your department (as needed).

Please refer to to your department's MOU for more detail on governance.

There is guidance, tips and advice on privacy and data governance on the NSW Government standards and guidelines page.