There’s no typical customer: each one is unique, with their own situation and goals whether they live in Bondi or Broken Hill. They could be a student or a patient, a client or a parent; we will deliver for each and every one.
What our customers tell us
Customers want a frictionless relationship with government. They want finding the information they need to be easy. They want shorter wait times and meaningful ways to engage the government. And they want choice in how they access services and they expect the convenience of digital channels.
How we're responding
We continually engage with our customers to find out what’s most important to them. Implementing the strategy successfully will mean delivering on our promise to customers through the Customer Commitments.
The following examples show how the commitments could apply to different types of services:
Easy to engage:
Providing accessibility support for customers
who need it.
Act with empathy:
Coaching government employees to deliver the right emotional response for each circumstance.
Respect my time:
Reducing wait times or arranging for a call back service.
Explain what to expect:
Anticipating what services customers need and managing expectations so customers are not unpleasantly surprised.
Resolve the situation:
Empowering government employees to resolve issues the first time and offering clear escalation channels.
Engage the community
Making it easy for our customers to provide feedback and being transparent in decision making.