Introduction to customer service standards

Service is a core value of the Ethical Framework. This means employees must provide fair,flexible, innovative, reliable and quality customer service, while maximising service delivery and engaging other sectors.

Both Schott Reports noted that the culture, systems and practices of NSW agencies need to have a strong focus on customers.i

Agencies and employees can find information on how to design and deliver better customer services at the NSW Government’s Improving Customer Service website.ii

This guide complements the Improving Customer Service strategy by identifying the minimum standards of quality that government sector agencies and employees are expected to provide to their customers,and two strategies to ensure services are delivered to those standards.

These minimum service standards are based on the Ethical framework for the government sector. iii

i) See the Commission of Audit’s Interim Report ( Final Report (the Final Report (

ii) See the Quality Customer Service website (

iii) See the Ethical framework for the government sector (

The Public Service Commission acknowledges the Gadigal people of the Eora Nation, the traditional custodians of the land on which our office stands.