Going forward, the results identify three key areas for
further action by agencies to improve customer satisfaction:
employee capability, service delivery processes and
effective handling of complaints. Agencies should also
focus on making information easier to access, and on developing a stronger customer culture where employees are
empowered to respond to customers and encouraged to see
things from a customer's perspective.
Priorities for the Customer Service Commissioner are
Strengthening the customer-centric public service culture in 2014–15
Message from Mike Pratt, Customer Service Commissioner
Customers’ expectations are increasing in line with
changes in our society. The service economy is growing
and customers are surrounded by organisations competing
for their business. Customer expectations are fluid,
influenced by complex social, technological, economic and
environmental changes. These factors influence customer
expectations, providing opportunities and challenges for
organisations right around the globe. This includes the
More than ever, the citizens of NSW expect and deserve the
NSW public sector to deliver high-quality, efficient and costeffective
services that meet their needs. Delivering on this
is at the core of the NSW Government's agenda outlined in
NSW 2021: A plan to make NSW number one.
While we can debate whether citizens are 'customers' of the
government or not, the main point is to highlight that the
NSW public sector is committed to doing things differently
in order to better meet customer needs and expectations.
As the Customer Service Commissioner, it is my job to
advocate for NSW customers. Whether the customer is
an individual consumer or a business, I encourage and
support NSW departments and agencies to deliver more
customer-centric and efficient services, for which the
government is accountable.
This will be achieved by putting the customer at the
centre of policy decisions right through the value chain
to delivery. The Customer NOW Program has also been
developed to focus on the way the NSW Government
interacts with its customers. Making it better to live, work and play in NSW, through easier, better and faster
access to services, providing government information
at customers' convenience, and improving customers'
participation in policy and service design.
At the centre of the Customer NOW Program is the citizen
– our customer. Improving customer service takes a
deep understanding of what customers need and expect,
regardless of whether they are an individual or a business.
A dedicated whole-of-government Customer Satisfaction
Measurement Instrument (CSMI) has been designed to
ensure the NSW public sector can track service delivery
improvements over time. The survey will run each year and
will also benchmark NSW service delivery against other
states and some overseas jurisdictions.
Customers have told us that while they believe our
people deliver good service, processes need improving.
Bad processes will almost always beat good people. With
continuous customer feedback on service delivery, we will
identify, review, redesign, simplify and integrate processes
that better meet the needs of customers. This means we will
deliver more transactions through digital channels, opening
up the NSW public sector and collaborating with customers
on policy design, taking feedback on our performance and
acting on it. We will also need new customer-centric skills
within the NSW public sector.
Over the next five years, specific whole-of-government
customer reform initiatives will be delivered to accelerate
change. We are looking forward to embedding these
changes to improve our ability to deliver distinctive