Who we are

We deliver value by making or enabling sustained improvements to services in NSW. 

The Department of Customer Service was established on 1 July 2019.

There are more than 30 agencies, entities and business units in our department. Our work impacts affect millions of people on any given day. Some of our projects include:

  • leading bushfire relief efforts
  • work health and safety initiatives
  • consumer and business law reforms
  • rebates that ease the cost of living
  • the CTP Green Slips reform
  • the workers’ compensation system.

Our vision

The Department of Customer Service wants to give the people of NSW a great customer experience when they interact with the NSW Government

Our mission

We aim to deliver excellence in customer service, digital leadership and innovation in government services, and safe and secure markets. 

We help:

  • establish the customer at the centre of all programs and initiatives across the NSW Government
  • deliver a more consistent and efficient digital experience with government
  • use data and behavioural insights to drive customer service improvements
  • engage more effectively with the people of NSW.

Our people and structure

Emma Hogan

Secretary and leadership team

Meet Emma Hogan, the Secretary of the Department of Customer Service, and her leadership team.
David Chandler OAM, NSW Building Commissioner

Building Commissioner

Meet David Chandler OAM, the NSW Building Commissioner. David's responsible for investigating misconduct and disciplinary action in the building industry as well as driving reforms that protect homeowners.
A Service NSW employee smiling at her desk

Customer Experience Unit

We work with NSW Government departments and agencies to ensure the customer is at the centre of policy and service design, funding, delivery and evaluation.

Our values

We are guided by our core values of integrity, trust, service and accountability. 

DCS employees* are bound by the core public sector values of integrity, trust, service and accountability. These core values help our employees remain fair, ethical and transparent. 

  • Consider people equally without prejudice or favour. 

  • Act professionally with honesty, consistency and impartiality. 

  • Take responsibility for situations, showing leadership and courage. 

  • Place the public interest over personal interest. 

  • Appreciate difference and welcome learning from others. 

  • Build relationships based on mutual respect. 

  • Uphold the law, institutions of government and democratic principles. 

  • Communicate intentions clearly and invite teamwork and collaboration. 

  • Provide apolitical and non-partisan advice. 

  • Provide services fairly with a focus on customer needs. 

  • Be flexible, innovative and reliable in delivering services. 

  • Engage with the not-for-profit and business sectors to develop and implement service solutions. 

  • Focus on quality while maximising service delivery. 

  • Recruit and promote employees on merit. 

  • Take responsibility for decisions and actions. 

  • Provide transparency to enable public scrutiny. 

  • Observe standards for safety. 

  • Be fiscally responsible and focus on efficient, effective and prudent use of resources. 

DCS employees are also expected to comply with the Code of Ethics and Conduct.  

Note: “Employees” refers to all individuals employed, appointed or otherwise engaged. This includes permanent, temporary and casual employees, as well as consultants, contractors and agency employees engaged to perform work for or on behalf of DCS.

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