Act with empathy

Services are focused on understanding and responding to the situations, needs and points of view of our customers.


People in our community want to feel respected, trusted and heard, especially in times of need. Understanding and responding to their unique situations, evolving needs and points of view, is an important part of our focus to put customers at the centre of our services. This helps us to deliver world-class services to all customers across NSW and help them feel confident we are working in their best interests.

Here’s what customers told us

We asked customers to rate their experience with a government service to understand how we are tracking against our commitment to act with empathy.

“Being empathic for me is just having a heart for the situation. I don't want your sympathy but I don't need you to disrespect me or treat me poorly when I'm already in a vulnerable situation.”

Female, 24 years, Regional NSW 1


How customers are experiencing our services

Our customers explain how our services focus on understanding and responding to their situations, needs and points of view.


Act with empathy

Act with empathy case studies

Learn about examples of how government services are being improved by putting the customer’s unique situation at the centre.


Taking housing assistance to the street

The Homelessness Outreach Support Team (HOST) helps people experiencing homelessness find temporary accommodation and supports them toward more permanent housing.

Find out more about the report

Case studies

See examples of how we embed a customer focused approach to services, programs and initiatives.


Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.

Customer Commitments

Read about our promise to customers on what to expect when interacting with our services.

Key metrics

Find how State of the Customer reports on our goal to deliver easy, effective, and trustworthy services.


See a range of services we deliver that cater to customers with different needs and circumstances.


Return to the State of the Customer homepage. 

About the Customer Commitments data

1 NSW Government Customer Experience Qualitative Research, Q1 2022.

CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.

Fieldwork: January to June 2022. 
Questions: Thinking about your experience with the government service… we would like your opinion on how you were treated. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Customers who have interacted with government services in the last 12 months.
Sample sizes: ‘Act with empathy’ Customer Commitments (various n=9405 to 10721).
Definitions and notes: Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.

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