Secretary’s message

I am delighted to share the Department of Customer Service’s (DCS) Disability Inclusion Action Plan (DIAP) 2026–2029.

Building on the progress of our first DIAP, this plan reflects our ongoing commitment to a more inclusive future for our people, our customers, and our communities.

People with disability navigate a world filled with environmental and attitudinal barriers. At DCS, we are focused on removing or reducing these barriers so people with disability can connect and thrive. This means embedding accessibility and inclusion at every step – from the services we deliver, to the systems that shape how we live and work.

We proudly serve a diverse community of more than 8 million residents across NSW. And with 1 in 5 people in NSW living with disability, we have a responsibility to ensure everyone can meaningfully contribute.

Our people reflect this diversity, with 5.7% of DCS employees identifying as having disability. We are committed to creating an inclusive workplace for everyone, enabling genuine participation and contribution regardless of seen or unseen differences.  

This plan is guided by our ‘Inclusion Benefits Everyone’ strategy, which recognises that inclusive workplaces, systems and services create better outcomes for our people, customers and the broader NSW community.

It reflects our commitment to taking practical action, with targeted deliverables and clear accountabilities. It focuses on removing barriers and strengthening capability, so our people are better supported, and our services are more effective, accessible, and equitable for all.

This plan was shaped by the voices of our people and communities. Drawing largely on the lived experiences of people with disability to ensure our actions focus on what matters most. My sincere thanks to everyone who shared their expertise, time, and insights during the development of this vital work.

At DCS, we are driven by our shared vision of making NSW a safer, fairer, easier and more productive place to live and work – for everyone.  

I look forward to working together to continue delivering on our vision and the goals set out in this plan.

Elizabeth Mildwater

Secretary
Department of Customer Service