Put customer at the centre

The NSW Government is making sure services are easy to use, accessible and help customers solve their problems. Connecting government services to significant life events, so customers don't have to, increases service engagement and customer wellbeing.

Examples of how we'll do this include:

• continuing the successful implementation of the Premier's Priority Government Made Easy program which aims to reduce duplication and simplify processes, so customers only have to tell us once to get what they need
• piloting ways to store and share public and private sector issued digital credentials, which will inform foundational technical infrastructure and policy
• progressing with the child digital health record, a digital version of a child's baby book, designed to securely store a child's vital health information for access anywhere, any time
• continuing the NSW Education Wallet Program to deliver a Learner Passport, the Skills Compare tool and Digital Qualifications to support students' diverse learning and post-school pathways. We're making it easier for students to engage across industry and government to validate credentials and share relevant experience
• building greater customer experience and insights via the NSW customer experience platform and insights hub
• creating a digital version of the birth certificate for the country, allowing our customers to easily access this important commencement of identity document, anywhere, anytime, in a secure way.
• developing the NSW Digital ID service for customers to quickly and safely verify their identity online and in-person, which will enable frictionless digital services.

Whatever your age, ability, or circumstances, we want you to be able to digitally connect to our services from anywhere at any time. We also want our services to be accessible and inclusive for everyone.

Examples of how we'll do this include:

• improving regional digital connectivity via the NSW connectivity strategy and the regional digital connectivity program
• implementing a whole of government accessibility framework, including clauses in government ICT procurement contracts
• ensuring rural, regional, and remote schools are brought up to the digital equivalent of their metropolitan counterparts through its Rural Access Gap (RAG) program
• closing the gap by bringing together governments and Aboriginal and Torres Strait Islander organisations and communities.

By being transparent and ensuring stronger protocols for privacy, ethical use of data and cyber security, we will increase our customers' confidence in us.

Examples of how we'll do this include:

• developing clear sets of data ethics principles for NSW Government
• continuing to improve NSW government data governance through mechanisms outlined in the NSW Government Data Strategy, and tools such as the NSW Data Governance Toolkit
• reviewing Digital Restart Fund investments with the information and privacy commission and Cyber NSW team
• continuing to uplift NSW cyber capabilities annually via implementation of the NSW Cyber Security Strategy
• engaging and working with Aboriginal communities to understand the way Indigenous Data Sovereignty and Indigenous Data Governance principles can be included and applied in policy and practice.

Where possible, integrate customer services, use consistent connected digital channels, products and data sets to make it easy for our citizens and businesses to get help when they need it and to provide proactive assistance.

Examples of how we'll do this include:

• evolving our COVID response teams, digital products (grants and rebates) and services to be further integrated, proactive and easier for our customers to access
• continuing to provide concessions, rebates and assistance via Service NSW
• expanding the digital wallet features of the Service NSW app to include more credentials, licenses and certificates, such as COVID vaccinations and white cards.
• rapid assistance though ID Support NSW for people whose identity credentials may have been compromised.