The private sector is driving modernisation of services using new and emerging technologies. Customers of any service provider expect continuous improvement and government is no exception.
Customers interact with government services daily. Interactions include driving on roads, catching the train, visiting a museum, or sending children to school.
It is important that government services are accessible to all and easy to use.
One of the Premier’s Priorities is to improve customer satisfaction with key government services every year.
What are we doing
NSW Government agencies are listening to their customers and are working to put customer feedback into action by:
- providing customers with a simple online tool, Feedback Assist, to give feedback directly to government
- simplifying processes, improving access to information, and enhancing staff capability
- sharing best-practice between agencies to make customer satisfaction central to service delivery.
The NSW Government is prepared to meet and exceed customer service expectations.
How are we tracking
The Customer Satisfaction Measurement Survey measures customer and business satisfaction on an annual basis. The survey captures feedback on 23 NSW Government services.
In 2018, the customer satisfaction index increased by 2.2 points and the business satisfaction index increased by 1.6 points since the 2015 baseline.
In scope services
The survey measures 23 different NSW Government services to provide an overall view of customer satisfaction.
The full list of services is below.
- Agriculture advice and funding services
- Ambulance services
- Art galleries and museums
- Business advisory services
- Car and boat registration
- Child protection services
- Consumer affairs (Fair Trading)
- Disability services
- Documentation services
- Environment and wildlife protection
- Fire brigades
- Major roads
- NSW Police
- NSW State Emergency Services
- Public hospitals
- Public housing
- Public schools
- Public transport
- Services for older people
- Water supply