Engage the community

Customers expect us to meaningfully engage with them about how they want services delivered.




The community is at the heart of everything we do, so feedback is vitally important to delivering the services we provide. It’s important that customers feel they can trust our services. This means actively listening, hearing their voices and acting in their best interests. By meaningfully engaging with our customers, as early as possible, we can deliver services that best meet their needs.

Here’s what customers told us

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

“I like being able to search what 'Have your Say' consultations are happening in my own community and all the information that's included to find out how I can be involved.”

Female, 41 years, Metro NSW 1


How customers are experiencing our services

Our customers explain how we engage with them to improve their experience with government services.



Engage the community

Engage the community case studies

Learn how we’re working to get better at engaging meaningfully with customers and the community.



Making it easier to have your say

The 'Have Your Say' Digital Engagement Platform gives customers a range of options on how they can have their say on government initiatives that affect them and their community.



Enabling the Western Sydney community to shape their future

The WestInvest Community Project Grants will improve the liveability of communities and support economic recovery throughout Western Sydney.

Tell us what you think

We want to hear from our customers and continue to look for ways to improve their experience with our services.
We invite you to provide feedback on the State of the Customer to help us improve future reports.


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 your ability to provide feedback. 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: ‘Engage the community’ Customer Commitments (n=9044 to 9351).
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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