Easy to access

Customers find our services easy to access when interactions are simple and services are readily available.




Customers expect secure, transparent, accessible and responsive services from government. Those expectations continue to rise with customers transacting online every day. We are focused on delivering a user friendly, welcoming experience for our customers, to make interacting with our services as simple as possible. This means making information easy to understand and services available when they need it. It also means making our services accessible to everyone, through different channels, so that our customers can interact with us in a way that suits them.

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 make things easy to access.

“It means I can utilise any government service in a way that suits me.  I have a choice as well – so online, phone, in person etc. There is an option that works for me and that this option would be easy to use.”

Male, 48 years, Regional NSW 1


How customers are experiencing our services

Our customers share their experiences about how easy it is to access and use our services.



Easy to access

Easy to access case studies

Learn how we are working to make it easier for customers to interact with our services across a variety of settings.



Birth certificates are going digital

Digital birth certificates will help customers establish their identity online at times most convenient to them, from anywhere and in a secure way.



Helping victims of crime get the help they deserve

The Corrective Services NSW Victims Register is making it simpler for victims of a criminal act to get the support they need during difficult times.

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 easy it was to access what you needed. 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: ‘Easy to access’ Customer Commitments (various n=11441 to 11588).
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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