Department of Social Services — website rebuild and migration to CivicTheme

Overview

Department of Social Services’ challenge

The Department of Social Services (DSS) needed to replace its 10-year-old Drupal 7 website, which no longer met accessibility standards and struggled with mobile responsiveness. This was especially important, as depending on the subject matter up to 60% of users accessed the website via mobile devices. The site also suffered from a decade of content accumulation, making it difficult for users to find current, relevant information.

Department of Social Services’ transformation

Salsa helped DSS rebuild its site on GovCMS SaaS using CivicTheme; this included the customisation of almost every out-of-the-box component by DSS. They designed approximately 12 new components and 8 custom content types to meet specific communication needs.

The project included comprehensive user research with over 847 participants, ensuring the new platform would be accessible and user-friendly for all Australians.

The outcomes

• A modern, accessible website with positive results from accessibility and inclusivity testing

• A streamlined resource presentation system that ensures all document variants are accessible from a single page

• An accessible video player with Auslan support for inclusive content delivery

• Enhanced search functionality and content organisation for improved user navigation

• Improved content structure for easier maintenance and auditing

Salsa Digital won the 2025 DrupalSouth Splash Awards for this website rebuild and migration, with our work on the website recognized for designing an inclusive citizen experience.

“Salsa’s expertise and professionalism was key to the success of the dss.gov.au project. They were able to provide excellent team members to complement the internal project team. Together we were able to produce something special that will provide the department with a valuable communication tool for years to come."

Detailed case study

Below is detailed information on the challenge, transformation and final outcomes/benefits.

Department of Social Services' challenge — an outdated website with poor accessibility

The Department of Social Services' decade-old website faced multiple critical issues that impacted its ability to serve Australians effectively. It was built on Drupal 7, which was approaching end-of-life and could no longer support essential accessibility requirements. The site also struggled with mobile responsiveness, which was critical given that depending on the subject matter up to 60% of users accessed the platform using mobile devices.

Content management presented another significant challenge. Ten years of accumulated content had created a cluttered environment where users struggled to find current and relevant information. The site's structure and information architecture were no longer fit for purpose, making it challenging for users to navigate and for content editors to maintain effective governance.

These issues were particularly concerning for DSS, given their responsibility to provide essential information to vulnerable Australians. The department needed a complete website overhaul that would not only address the technical limitations but also create an inclusive, user-friendly platform aligned with the Australian Government Digital Experience Policy.

Department of Social Services' transformation — building a mobile-first, accessible website

Salsa worked with DSS and other contractors to rebuild their website on GovCMS SaaS using CivicTheme as the foundation. CivicTheme's capabilities were extended by customising almost every out-of-the-box component, plus the design and build of approximately 12 new components and 8 custom content types, all tailored to meet DSS's specific communication needs while maintaining accessibility standards. We also leveraged GovCMS SaaS hosting to streamline procurement, cybersecurity and privacy requirements.

Before Salsa joined the project, the DSS had begun extensive user research involving over 847 participants, including users with disabilities and diverse demographics across Australia. This research and user testing continued throughout the entire project and informed the site's design, content structure and functionality in response to test outcomes. It also guided the adoption of the Australian Government Style Manual, tailored for DSS's often vulnerable audience groups.

The website’s technical upgrade included the implementation of a modern video player with Auslan support, the creation of a sub-brand system that allows different sections to adopt unique themes, and the development of a sophisticated migration system that helped content editors effectively reorganise and consolidate information from various sources.

The outcomes — a modern, inclusive website to serve all Australians

The new DSS website successfully met its accessibility and inclusivity goals, passing comprehensive testing and audits. A key achievement was the implementation of a streamlined resource presentation system that ensures all document variants are accessible from a single page, improving both user access and content governance efficiency.

The site's enhanced search functionality and improved information architecture made it easier for users to find relevant information quickly. This was particularly important for DSS's diverse user base, who rely on the website to access essential social services information. The implementation of a modern video player with Auslan support further enhanced accessibility, ensuring content is available to all users regardless of their needs.

For internal teams, the new platform significantly improved content management and governance. The sophisticated migration system helped content editors effectively reorganise years of accumulated content, while the sub-brand system offered flexibility in presenting different sections of the site. All these improvements were delivered within a challenging 11-month timeline, demonstrating the project's efficient execution.

In addition, Salsa Digital won the 2025 DrupalSouth Awards in the Government category for our work on the DSS website. The awards, which celebrate excellence in Drupal web development, recognized the project’s efforts in building an inclusive citizen experience for all users.

About Department of Social Services

The Department of Social Services works to improve the economic and social wellbeing of individuals, families and vulnerable members of Australian communities. DSS partners with government and non-government organisations to develop and deliver evidence-based policies, programs and support services. The department's key focus areas include social security, families and communities, disability and carers, and housing support.