Department of Customer Service achievements 

Face-to-face services have expanded state-wide and digital services have increased by 85%, making Government services more accessible than ever before.

Inspectors talking to pedestrians

Australia's best government services provider

State of the Customer Report

To become the world’s most customer-centric government, we need to go above and beyond our customers' expectations. When we build and design products, we do it so they are accessible to all.

In 2022, DCS launched the nation’s first State of the Customer Report, measuring our success against other state and federal governments.

The report demonstrates NSW is performing better than all other states and territories across a range of customer experiences and will be used to track our process into the future. 

Key statistics


of customers were able to do what they set out to do.


of customers were able to reach an outcome.


of customer thought information was simple to understand.


of customers find it easy to interact with NSW Government.

All the services you need in the palm of your hand


One-stop-shop linking customers to NSW Government support and payments. 

Support Services

Visit or call a service centre, or see the services available online.

Leading the country in cost of living support

The rising cost of living is dominating conversations at dining tables and boardrooms across the country. To ease the pressure, DCS has put dollars into people's pockets in the form of 70 rebates, vouchers and payments, saving customers $7.5 billion.

Claim benefits

70+ money saving initiatives

Fuel Checker

Find the cheapest fuel

Toll Tracker

Manage toll spend

Inclusive services in times of need

More service centres and frontline staff has got NSW to where it is today.

A couple look out at bushfire damaged property and burnt vehicle

Fires, floods and drought

Over the last four years, NSW has been savaged by natural disasters ranging from bushfires, floods and drought.

DCS responded by putting boots on the ground and money in the pockets of people who needed it most, with many millions of dollars in emergency payments to households, businesses and communities.

DCS worked in partnership with local government and federal government to set up recovery centres after the floods to help those in need access services and information.

Karina, Alicia and Bud from the Revenue outreach program

Support for First Nations peoples

Our First Nations team is dedicated to supporting Aboriginal and Torres Strait Islander Peoples.

We're here to help you understand all the available options to manage your fines, with culturally safe services and options.

We offer a range of other services designed to support your individual circumstances. 

Find a range of resources at Aboriginal Communities or read more about our Aboriginal customer engagement strategy. (PDF 1MB)

On the frontline of innovation and cyber security defence

Did you know?

In 2022, the NSW Government ranked second in Australia for cyber safety. 

From data breaches and scams, to threatening viruses and hacking scandals, DCS has led the defence and recovery in the fight against cybercrime.

  • Cyber Security NSW ensures all NSW government departments and agencies manage cyber security risks appropriately. 
  • ID Support has helped victims of the Medibank Private and Optus data breaches by providing quick access to support services such as NSW Digital ID.

Saving customers time with ID solutions

Proving who you are used to involve shuffling through paper, queuing for hours and repeating the same information to multiple agencies or businesses.

As part of MyServiceNSW, DCS rolled out NSW Digital ID allowing customers to verify their identification in seconds. 


Watch this video to see what's possible for digital identity

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Digital licences making verification easier

Being able to access and verify licences, registrations and permits should be a simple process for individuals and businesses.

Today, customers can apply for a range of qualifications online.

Licences and credentials are being made available on the Service NSW app, with more digital licences coming.


How to visually verify the NSW Digital Driver Licence

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Keeping workplaces safe with SafeWork NSW’s Speak-up app

Reporting an unsafe work issue to your boss can be confronting. SafeWork NSW has made this easier by creating the Speak-up app.

Employees can speak up and tell their bosses about issues in the workplace anonymously. Workers can tag their location, include photos, and choose to be kept updated on the issue they’ve reported.

Since the launch of the app in 2019, SafeWork have received more than 12,000 anonymous enquiries, prompting thousands of inspections resulting in 4000 improvement notices across the state.


SafeWork NSW inspectors - workplace visits

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Life's big events made simple

As part of the Life Events program, we have rolled out services that eliminate repeated government administration for customers. Customers only need to 'tell us once', when things change, allowing them to enjoy the moment.

Whether you're having a baby, saying 'I do' or goodbye to a loved one, DCS is with you to mark life's big occasions.

Births, Deaths and Marriages - putting dreams in reach of every customer

Our agency Births, Deaths and Marriages and iconic venues in NSW have partnered to create the ultimate wedding experience. We are now offering all-inclusive wedding packages at an entry level price point.

While the average Australian wedding can cost upwards of $30,000 — an expense that is out of reach for many Australians, micro-weddings offer a budget-friendly alternative that are just as memorable. 


Weddings - Births, Deaths & Marriages NSW (Locations)

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Customers in control of their ID with digital birth certificates

Trying to remember where you put your birth certificate will soon be a thing of the past with the launch of the digital birth certificate.

Digital birth certificates give customers the convenience of being able to carry their birth certificate with them at all times on their smart phone. 

With a launch set for 2024, customers will be able to prove who they are anytime, anywhere with a tap on their phone.


Check in to COVID Safe businesses who are using their NSW Government QR Code, using the Service NSW app

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