Resolve the situation

Customers expect us to deliver an outcome and be accountable for our actions along the way.




Customers expect us to be accountable for our actions and provide clarity on any decisions made. This means keeping them informed about our services, providing the opportunity to resolve the situation when things go wrong and delivering an outcome. Finding ways to a resolution is fundamental to our relationship with our customers and building trust.

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 resolve the situation.

“Having the issue solved on the first instance, and if not, a very clear and concise roadmap to how the problem is going to be solved, along with good communication on how it's going to be done.”

Male, 41 years, Metro NSW 1


How customers are experiencing our services

Our customers share how we resolve situations when things go wrong and deliver an outcome.



Resolve the situation

Resolve the situation case studies

Learn how government services are being improved to resolve the situation first time.



One-stop portal to access NSW Police information​

With the aid of a smartphone, NSW customers can make a police report, submit an application and receive status updates anywhere, anytime via the NSW Police Force Community Portal.



Transforming workplace safety

The Speak Up Save Lives app provides a quick, easy and confidential way for workers to report unsafe worksites or work practices using their mobile phone.



Preschool access boosted in remote regions

The Preschool Drive Subsidy pilot is available to families in remote areas who have children enrolled in a participating early childhood education service.

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 experience in reaching an outcome. 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:  ‘Resolve the situation’ Customer Commitments (various n=9830 to 11351).
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.

Top of page