Portfolio: Customer Service
https://www.service.nsw.gov.au/
$850M
NSW 2025-26 Budget$800M
2024-25 Total Revenue4,500
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]
VISION
“Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]”
PURPOSE
One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]
Strategic priorities
· 5
Digital Enablement
Fair & Efficient Processes
Cross Sector Partnerships
Operational Excellence
People at Our Core
Outcomes
· 3
Outcome 1: Enhanced digital leadership
Systematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government.
KEY ACTIVITIES
Outcome 2: Full cost recovered for services
Transparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development.
KEY ACTIVITIES
Outcome 3: Integrated services
Integrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing.
KEY ACTIVITIES
Values
· 4
integrity
trust
service
accountability
Performance measures
· 3
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Customer Satisfaction | 95% satisfaction rate | 99% satisfaction rate Annual Report 2024-25 · p.17 | Achieved |
CCE02 | First time resolution | 90% first time resolution | 85% first time resolution Annual Report 2024-25 · p.17 | Mostly achieved |
CCE03 | Partner trust scores | 90% partner trust | 88% partner trust Annual Report 2024-25 · p.17 | Mostly achieved |
Source documents
· 3
2024-25
Annual Report 2024-25 Read the annual report for SNSW for 1 July 2024 to 30 June 2025.
Open
2023-24
Annual Report 2023-24 Read the annual report for SNSW for 1 July 2023 to 30 June 2024.
Open
2022-23
Annual Report 2022-23 Read the annual report for SNSW for 1 July 2022 to 30 June 2023.*
Open
Ideas distilled from this entity's strategy & evidence
· 12
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Service%20NSW%20Annual%20Report%202022-23.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
Annual-Report-2025-SNSW_0.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
Annual-Report-2025-SNSW_0.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Annual-Report-2025-SNSW_0.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Annual-Report-2025-SNSW_0.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
Service-NSW-Annual-Report-2023-24.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
Service-NSW-Annual-Report-2023-24.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Service%20NSW%20Annual%20Report%202022-23.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
Annual-Report-2025-SNSW_0.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
Annual-Report-2025-SNSW_0.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Annual-Report-2025-SNSW_0.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Annual-Report-2025-SNSW_0.pdf)
Reusable briefing and summary assistant for internal documents
Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Department-wide knowledge and briefing platform
Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.
Service%20NSW%20Annual%20Report%202022-23.pdf)
Procurement lessons library for repeat purchases
Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.
Service-NSW-Annual-Report-2023-24.pdf)
Portfolio delivery office for major investments
Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.
Service-NSW-Annual-Report-2023-24.pdf)
Source library
· 8
8.4MB
2024-25.pdf
6.9MB
2023-24.pdf
11.6MB
2022-23.pdf
78KB
ad4747c.pdf
721KB
ap4747.pdf
265KB
apply-for-name-change-adult.pdf
195KB
45071265-customer-number-application-private.pdf
104KB
45071414-request-for-a-modified-licence.pdf