Improving government services
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Why is this important?
In NSW, residents interact with government services daily. From driving on our roads to catching the train, visiting a museum or sending children to school, government services need to be seamless and of high quality.
In NSW, residents and businesses conduct more than 40 million transactions each year.
Customers of any service provider expect continuous improvement, and those of government are no exception. Government has a responsibility to deliver the services people need, and we are working to make NSW services safe, efficient and easy to use. The launch of Service NSW is a positive step toward improving customer service transactions in our state.
How is the government tracking?
How is the priority measured?
The Customer Service Commissioner conducts the Customer Satisfaction Measurement Survey of consumers and businesses every year.
What is the government doing?
Listening to the public
The government is listening to its customers via the Customer Satisfaction Measurement Survey, an annual survey of people who use public services. Feedback is collected on 22 different NSW Government services, including education, health, roads, transport, water licensing, agriculture, environment, family support, housing, police, fire, emergency services, prisons, courts, business advisory, art galleries and museums. NSW Government agencies now work together to use this new centralised feedback and put it into action by:
- improving the complaint-handling experience for customers, ensuring it is easy to access and navigate.
- targeted customer-service improvement plans based on citizen feedback.
- building a whole-of-government Customer Insight Research Centre to ensure customer feedback is continuously captured and put into action.
- sharing best-practice between agencies on successful improvements in customer experience.
Starting, running and growing a business is challenging enough without the added complications of red tape. The government is making it easier to do business with a range of support services to help you navigate regulatory requirements, freeing you up to focus on the more important things.