Our customer commitments

Customers today expect more secure, transparent, accessible, and responsive services from government. And those expectations are rising with more customers transacting online every day.

The NSW Government has already taken the bold move to create the Department of Customer Service. Our next step is to reimagine how we can go beyond digital to deliver a truly customer-driven strategy.

This strategy embeds customer commitments and outcomes into the heart of a digital strategy to truly go Beyond Digital.

Regardless of what service is being delivered, whether it’s face-to-face, online or behind the scenes, customers consistently tell us they expect certain behaviours from NSW Government.

These behaviours now form our Customer Service Commitments.

These commitments outline our promise to customers on what they can expect when receiving all NSW Government services.

To find out more about the Customer Commitments and how NSW Government is putting customers at the centre see towards a customer-centric government.

Easy to access.

Make it easy to access what I need
Make it simple for me to understand

Act with empathy.

Show you understand my situation
Treat me fairly and with respect
Provide service in my time of need

Respect my time.

Tell me what I need to know beforehand
Minimise the need for me to repeat myself
Make what I need to do straightforward

Explain what to expect.

Be clear about what steps are involved
Contact me when I need to know something
Let me know what the outcomes could be

Resolve the situation.

Be accountable for your actions
Be clear in decision-making
Reach an outcome

Engage the community.

Listen to the community to understand our needs
Ask us how we want services delivered

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