Trust, Service

& Accountability

Behaving Ethically

Customer Feedback

Customers – the end users of services that are planned, designed, funded, and delivered by agencies – provide an additional source of data on the ethical performance of agencies and employees. 

The Public Service Commissioner is currently working with the NSW Customer Service Commissioner to develop a survey which explores client and citizen perceptions of government sector services. The results of a public survey will provide agencies with information which will add another perspective to the effectiveness of service delivery in accordance with organisational values.

In addition, some agencies already conducting agency-specific assessments of client perceptions using the ‘mystery shopper’ technique where they engage people to use the agency’s services anonymously and report their experiences to the agency.