Customer Service
Note: department focus areas are subject to change based on NSW Government priorities and responses to evolving customer needs.
Building great customer service for NSW
Our long-term vision on how we see the Department of Customer Service transforming NSW:
- excellence in customer service - Government services are accessible, convenient and customer-focused.
- digital leadership and innovation in government services - Enhanced data and analytics insights drive citizen value, and the NSW government is a world leader in service delivery and digital innovation.
- competitive, fair and secure markets - Regulation for businesses and citizens is fair, accessible and simple. Citizens, businesses and industry have confidence in the NSW regulatory environment.
Horizon 1 (short term)
- Government made easy (tell us once)
- Life journeys (birth of a child, end of life)
- Digital birth certificate
- AI for improved customer experience
- Modernise licensing and compliance
- Consolidate government websites
- E-invoicing MVP
- Simplify digital procurement systems
- Secure and seamless payments
- Digitise construction-related processes
- Digital Twin Western Sydney
- Government service performance dashboard
- Accelerate delivery via digital restart fund services
- Digital design system
- National integrated single sign-on
- DAC analytics and data.nsw platform expansion
- Strategic partnerships to deliver to Beyond Digital
- Grow start-up and SME business in NSW
- Trial digital alternatives to physical infrastructure
- Cyber monitoring, response and capabilities
- Service NSW for business program
- Uplift our digital capabilities
- Mobile blackspots and regional connectivity
Horizon 2 (medium term)
- Increased personalisation of government services
- AI for government records management
- Omni-channel cross customer experience
- Government as a platform experience (state and federal)
- Retrain staff for emerging technology opportunities (e.g. AI)
- Cross government workflow automation
- Integrated real-time data network for frontline
- Regional digital workforce
- Agency mobility (move within government)
- Self-service government product design and deployment
- Predictive cyber event response
- Internal service management and integration skills
- Employee experience (Shared ERP)
- E-Invoicing full deployment
- Biometric security for customer privacy
- IOT platforms and services
- Sustain and improve revenue capture and reduce customer effort to comply
Horizon 3 (long term)
- Predictive and automated customer services
- Seamless place-based customer experiences
- Automated and mixed reality for employee collaboration and training
- Augmented and mixed reality for improved customer services
- Government service anomaly detection
- Blockchain (e.g. procurement and supply chain)
- Advanced contract analytics
- Automated cyber event response
- Delivering assured revenue for the NSW Government