Customer Experience Unit

The Customer Experience Unit works with NSW Government departments and agencies to ensure the customer is at the centre of policy and service design, funding, delivery and evaluation across the public sector.

The Customer Experience Unit was previously known as the Customer Service Commission. This change of name follows the creation of the Department of Customer Service. The Secretary of the Department of Customer Service performs the functions of the former Customer Service Commissioner.

Our role

  • We lead the NSW Government’s customer service reform agenda, helping to ensure that anyone who lives, works, visits or invests in NSW has a great experience with government, no matter which agency they have contact with.
  • We are responsible for championing the Customer Commitments across the public sector.
  • We use insights from customer feedback, data and research to understand what our customers need so that we can make a difference.

Our work

A customer-centric government is one that recognises its people as customers and puts them at the centre of decision-making.

We work across government to deliver reforms that will improve outcomes for our customers and deliver services that are fast, fair, accessible, safe, transparent and empathetic.

Some of our work includes:

1. Living the Customer Commitments

The Customer Commitments are our promise to customers. We have used customer research and input from staff across the NSW Government to develop the Customer Commitments. The Commitments give a clear picture of what customers should expect when receiving government services.

We work with government agencies to embed these commitments into how the public service delivers services so that customers will feel a real difference in their day to day lives.

The Customer Commitments:

Easy to engageAct with empathyRespect my timeExplain what to expectResolve the situationEngage the community
Make it easy to access what I need.Show you understand my situation. Tell me what I need to know beforehand.Be clear about what steps are involved.Be accountable for your actions.Listen to the community to understand our needs.
Make it simple for me to understand.Treat me fairly and with respect.Minimise the need for me to repeat myself.Contact me when I need to know something.Be clear in decision-making.Ask how we want services delivered.
 Provide service in my time of need.Make what I need to do straightforward.Let me know what the outcomes could be.Reach an outcome. 

An image of poster of the commitments

2. Identifying opportunities to improve service delivery

The Customer Experience Unit investigates customer experience and satisfaction with government services at a whole-of-government level and uses these insights to identify where government can improve service delivery.

We carry out one in-depth annual survey that measures satisfaction with NSW Government services overall, as well as quarterly pulse check surveys. See the surveys.

We also research issues relating to service delivery that government agencies can use to improve existing services or develop new services.

Research to date has included:

1. Staff Capability

2. Complaints

3. Privacy and digital security

4. Understanding our employees' views on improving customer service

3. Life journeys

The Customer Experience Unit works to improve customer experience of significant life journeys, such as retirement and end of life. This has led to the creation of step-by-step online information services for significant life events.

Whether you’re starting a family or planning for retirement; starting school or getting your first job; suffering a serious injury or planning a funeral; renting property or dealing with a flood, these guides improve access to the many services the government can offer during these significant life events.

Read more about our work or visit the online guides.

4. Bringing government agencies together

The Customer Experience Unit drives cross-cluster collaboration to deliver a more seamless experience for customers, because they shouldn’t need to understand how government works to access the services they need.

We also deliver tangible service improvements for customers by working with agencies on top customer priorities and the Premier’s Priorities.

Our results

We have worked with the NSW public sector to deliver for customers by making it easier to:

  • find and access more than 70 rebates and savings through the Cost of Living program
  • navigate the complexity of running a business through the Easy to do Business program
  • navigate complex life events through the Life Events Information Service
  • opt into the electronic version of their NSW driver licence.
  • get kids playing outdoors with the Active Kids program
  • look after our environment with the return and earn program

Case studies

The Customer Experience Unit celebrates customer service excellence. The following case studies showcase key initiatives that have been delivered by the NSW Government for our customers:


Further information

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