How are older people experiencing government services?
We asked older people aged 60 years and over in NSW about their experiences interacting with different government services, including how easy they found their interaction with the service, how satisfied they were with their service experience, and to what extent they trusted the service to be working in their best interests.
Here’s what older people told us
of older people find it easy to interact with NSW Government services.
of older people are satisfied with their experience with NSW Government services.
of older people trust NSW Government services are working in their best interests.
About older people in NSW
NSW’s ageing population is larger than ever before, and with this comes the responsibility for government to make sure that our older population is safe, well and thriving now and into the future. Older people are active and valued members of our society, and we are committed to designing services and programs that foster inclusion and participation.
There are
people aged 60 years and over living in NSW, representing 23% of the NSW population.1
More than
were born overseas.1
Over
older people speak a language other than English at home.1
live in family households, and 21% live by themselves.1
How well are we delivering on our Customer Commitments to older people?
The NSW Customer Commitments are our promise to customers on what to expect when interacting with our services. These commitments help us to put customers at the heart of our services and everything we do.
There are 6 Commitments that our services seek to deliver on for customers: easy to access, act with empathy, respect my time, explain what to expect, resolve the situation, and engage the community.
Here’s what older people told us based on their experience
- Easy to access
- Act with empathy
- Respect my time
- Explain what to expect
- Resolve the situation
- Engage the community
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85% of older customers surveyed found government services easy to access.
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80% of older customers surveyed agreed that services delivered on our commitment to act with empathy.
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80% of older customers surveyed agreed that their time was respected throughout their service experience.
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75% of older customers surveyed agreed that services explained what to expect.
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85% of older customers surveyed agreed that their situation was resolved.
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52% of older customers surveyed agreed that government is engaging with customers to ask for feedback and how they want services to be delivered.
Case study
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Easing the cost of travel for regional seniors
The regional seniors travel card provides eligible seniors living in regional, rural and remote areas of NSW with a $250 prepaid card to help ease the cost of travel.
Find out more about the report
Source:
1 Australian Bureau of Statistics (ABS): 2021 Census of Population and Housing. Persons: People aged 60+ – New South Wales.
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…
- How easy or difficult was it to do this?
- How satisfied or dissatisfied were you with this experience?
- To what extent do you trust the government service to be working in your best interests?
- We would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Older people aged 60 years old or above who have interacted with government services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=3679), Trust (n=3747), Customer Commitments (various n=2243 to 3747).
Definitions and notes:
- Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
- Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
- Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.
- 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.