Strategy In Action

We are always striving to deliver better services to the citizens of NSW. To do this, we have aligned government programs and initiatives to the five strategic directions.

Filter by strategic direction

Put customer at the centre

Our strategic objectives are: We will:
1. Make it easier for customers to access services
  • Deliver the Premier's Priority Government Made Easy through the MyService Account for all citizen and business facing services enabled by personalised, consent-based services that remove the need to provide repeat information or documents.
  • Make 80% of NSW Government transactions available via Service NSW - end to end.
  • Streamline the way we engage with citizens online by significantly reducing the number of NSW government websites (excluding public school websites).
  • Deliver NSW all-of-government customer priorities roadmap developed in collaboration with clusters. The roadmap will focus on delivering improvements that are most important to NSW customers, and will seek to build on and enhance service improvements made as a result of COVID-19 response.
2. Make it easier to do business in NSW
  • Provide online tools, a digital dashboard and business concierge services to make it easier to start, run and grow a small business.
3. Design services based on customer journeys
  • Deliver eight high priority Life Journeys across government, providing customers with information and services in a way that makes government easy for them, not us.
4. Enhance confidence in government services
  • Increase  cyber security maturity, including a security monitoring and response service, protecting critical state infrastructure and assets, privacy and ensuring the security of information. Create a Governance, Risk and Compliance function in addition to dedicated cyber uplift funding for each cluster from the Digital Restart Fund funding.
  • Ensure moral and ethical concerns of emerging technology are addressed through policies and controls. (e.g. NSW AI Ethics Policy) and accelerating adoption by working with Clusters on guidelines for implementation.