About the Department of Customer Service

Our vision is to make NSW a safer, fairer, easier, and more productive place to live and work.

Our work is guided by the Department of Customer Service (DCS) Strategy 2024-2027 and supported by our strategic goals of better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.

These goals shape how we design services, support communities and deliver for NSW: 

Our people and values

From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better, guided by our core values of integrity, trust, service and accountability.

Our workforce is diverse, with 5.7% of employees identified as people with disability in 2026. DCS is committed to creating an inclusive workplace, which enables genuine participation and contribution regardless of seen or unseen differences.  

Our community

At DCS, we are proud to serve a diverse community of more than 8 million customers across NSW. Disability touches many lives, with 1 in 5 people in NSW living with disability, both visible and invisible.  

The Royal Commission’s findings report highlighted the barriers people with disability face when interacting with government. These barriers include difficulties finding information, using online services, and being treated fairly and with respect. The findings reinforce our responsibility and commitment to delivering high quality services that are inclusive of people with disability. We do this by embedding disability inclusion into our core business operations.