{ "entity_id": "S-NSW-006", "folder": "Department-of-Customer-Service", "name": "Department of Customer Service", "type": "State Department", "jurisdiction": "NSW", "portfolio": "Customer Service", "website": "https://www.customerservice.nsw.gov.au/", "data_status": "stub", "completeness": { "has_strategy_brief": false, "has_strategy_structured": false, "has_vision": false, "has_kpi_targets": false, "has_kpi_results": false, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": false, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 0, "n_kpi_targets": 0, "n_kpi_results": 0, "n_outcomes": 0, "verified_own_data": false }, "strategy_profile": { "status": "needs_review", "confidence": "low", "summary": "", "official_site_url": "https://www.customerservice.nsw.gov.au/", "source_documents": [], "purpose": null, "vision": null, "strategic_priorities": [], "values": [], "outcomes": [], "performance_measures": [], "document_alignment_terms": { "must_support": [], "watch_terms": [], "avoid_claiming_without_evidence": [] }, "review_note": "No current official strategy document has been verified yet." }, "strategy_brief_md": null, "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Department of Customer Service - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:41:05.196408+00:00\n**Entity ID**: S-NSW-006\n**Entity type**: State Department\n**Jurisdiction**: NSW\n**Portfolio**: Customer Service\n**Website**: https://www.customerservice.nsw.gov.au/\n\n> Draft generated from scraped source material. Treat this as an evidence pack for editorial review, not a final judgement.\n\n## Source Coverage\n\n| Source type | Count |\n|---|---:|\n| pages | 13 |\n\n## Executive Readout\n\n### Purpose\n\n- Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- What we are working towards\nWe’ve identified four outcomes that define what we aim to achieve as a department.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Contact Minister Dib\nOur leadership team\nOur Secretary Elizabeth Mildwater\nElizabeth Mildwater leads the Department of Customer Service (DCS), working alongside a team of experts to turn practical strategies into meaningful outcomes for the people of NSW.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n### Role and Functions\n\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- And what that means is we collect fines, debts and administer grants for our customers.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n### Strategic Priorities\n\n- Listen\nSearch Department of Customer Service\nSearch\nMake an enquiry\nWork with us\nAccess information\nWho we are\nOur focus on digital innovation, customer-centric services, and regulatory priorities ensures more effective and efficient service delivery for the people of NSW.\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- So that's what makes me wake up in the morning if you like.\nvideocam\n1:03\nDCS stories - Karen Ellis making a difference\nKaren from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 1: Digital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement\nSupporting victims of identity theft\nCybercrime is on the rise, and so is the number of victims.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 2: Fair and efficient processes\nPeople in NSW can enjoy easy, fair and efficient processes when transacting with government\nBetter support for vulnerable cohorts\nIn response to the growing need for accessible support, particularly during challenging economic times, agencies across DCS are looking to join forces to improve how we identify and assist vulnerable customers.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## KPIs, Targets, and Where They Are At\n\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- So that's what makes me wake up in the morning if you like.\nvideocam\n1:03\nDCS stories - Karen Ellis making a difference\nKaren from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 1: Digital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement\nSupporting victims of identity theft\nCybercrime is on the rise, and so is the number of victims.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 2: Fair and efficient processes\nPeople in NSW can enjoy easy, fair and efficient processes when transacting with government\nBetter support for vulnerable cohorts\nIn response to the growing need for accessible support, particularly during challenging economic times, agencies across DCS are looking to join forces to improve how we identify and assist vulnerable customers.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 3: Consumer protection\nPeople in NSW experience a high level of consumer protection, fair treatment in the rental and strata sectors and properly constructed housing.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 4: Cross sector partnerships\nGovernment agencies across the NSW public sector are supported to deliver for their communities through partnerships that leverage DCS capability\nImproving experiences with early childhood education services\nEngaging with the education system for the first time can be overwhelming for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Through 35 focus groups, two large-scale surveys, and independent research, the DAC mapped the current-state experience and developed user journeys that provided a clear roadmap for improving early childhood education services, ensuring a smoother and more supportive experience for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- I find that 99% of people, when you speak to them and treat them respectfully, you find the majority of them are very nice people and want to cooperate.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Prior to being elected to the NSW Parliament in 2015, Jihad was Principal of Punchbowl Boys’ High.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## Key Metrics\n\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our regulators including NSW Fair Trading, the NSW Building Commission and Revenue NSW are driving meaningful change to protect consumers, strengthen industry standards, and build a fairer NSW for all.\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Read transcript\nClose\n(Press escape to close)\nVideo transcript\nDCS stories - William Dieu making a difference\n- My name is William Dieu and I work as the manager of customer experience at Revenue NSW.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- So that's what makes me wake up in the morning if you like.\nvideocam\n1:03\nDCS stories - Karen Ellis making a difference\nKaren from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## Key Achievements\n\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- So that's what makes me wake up in the morning if you like.\nvideocam\n1:03\nDCS stories - Karen Ellis making a difference\nKaren from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 1: Digital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement\nSupporting victims of identity theft\nCybercrime is on the rise, and so is the number of victims.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 2: Fair and efficient processes\nPeople in NSW can enjoy easy, fair and efficient processes when transacting with government\nBetter support for vulnerable cohorts\nIn response to the growing need for accessible support, particularly during challenging economic times, agencies across DCS are looking to join forces to improve how we identify and assist vulnerable customers.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 3: Consumer protection\nPeople in NSW experience a high level of consumer protection, fair treatment in the rental and strata sectors and properly constructed housing.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 4: Cross sector partnerships\nGovernment agencies across the NSW public sector are supported to deliver for their communities through partnerships that leverage DCS capability\nImproving experiences with early childhood education services\nEngaging with the education system for the first time can be overwhelming for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Through 35 focus groups, two large-scale surveys, and independent research, the DAC mapped the current-state experience and developed user journeys that provided a clear roadmap for improving early childhood education services, ensuring a smoother and more supportive experience for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## Key Issues, Risks, and Recommendations\n\n- Elizabeth brings more than 30 years of management experience across customer services, legal, company secretarial, compliance, risk, management, human resources and operations.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- By  securely sharing learnings and designing a consistent approach, along with streamlining services, and sharing capabilities , we can ensure that vulnerable people receive the support they need without delays.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Addressing the housing crisis\nThe Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- To address this, the Department of Education (DoE) partnered with the DCS Data Analytics Centre (DAC) to identify key challenges and opportunities for improvement.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- So that's what makes me wake up in the morning if you like.\nvideocam\n1:03\nDCS stories - Karen Ellis making a difference\nKaren from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 1: Digital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement\nSupporting victims of identity theft\nCybercrime is on the rise, and so is the number of victims.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 2: Fair and efficient processes\nPeople in NSW can enjoy easy, fair and efficient processes when transacting with government\nBetter support for vulnerable cohorts\nIn response to the growing need for accessible support, particularly during challenging economic times, agencies across DCS are looking to join forces to improve how we identify and assist vulnerable customers.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 3: Consumer protection\nPeople in NSW experience a high level of consumer protection, fair treatment in the rental and strata sectors and properly constructed housing.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Goal 4: Cross sector partnerships\nGovernment agencies across the NSW public sector are supported to deliver for their communities through partnerships that leverage DCS capability\nImproving experiences with early childhood education services\nEngaging with the education system for the first time can be overwhelming for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Through 35 focus groups, two large-scale surveys, and independent research, the DAC mapped the current-state experience and developed user journeys that provided a clear roadmap for improving early childhood education services, ensuring a smoother and more supportive experience for parents.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## Corporate Values and Operating Culture\n\n- Our values\nWe are guided by our core values of integrity, trust, service and accountability.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- DCS employees embrace the government sector core values and their underpinning principles to create a positive organisational culture and act with integrity.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers and employees.\neast\nkeyboard_arrow_left\nkeyboard_arrow_right\nAccess the DCS information you need\nPublications and reports\neast\nNews and media releases\neast\nDCS Complaint Handling Policy\neast\nFraud, Corruption and Misconduct\neast\nPrivacy and personal information\neast\nInformation for Aboriginal people and communities in NSW\neast\nOur agencies\nService NSW\ndigital.nsw\nNSW Fair Trading\nRevenue NSW\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our people\nFrom safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.\nvideocam\n1:08\nDCS stories - William Dieu making a difference\nWill is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n- Department of Customer Service\nMaking NSW a safer, fairer, easier and more productive place to live and work.\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Listen\nSearch Department of Customer Service\nSearch\nMake an enquiry\nWork with us\nAccess information\nWho we are\nOur focus on digital innovation, customer-centric services, and regulatory priorities ensures more effective and efficient service delivery for the people of NSW.\n Source: `pages/about.html (https://www.customerservice.nsw.gov.au/about-nsw/school-holidays)`\n- Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.\n Source: `pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)`\n\n## Global Ideas and Case Study Inputs\n\n_No global-intelligence source text found yet. Run `CLAUDE/global-ideas-scraper.py ` to populate case-study sources._\n\n## Source Artifacts Used\n\n- `pages/about.html` - pages - https://www.customerservice.nsw.gov.au/about-nsw/school-holidays\n- `pages/announcements-index.html` - pages - https://www.customerservice.nsw.gov.au/nsw-government/about-website/accessibility-statement\n- `pages/annual-reports-index.html` - pages - https://www.customerservice.nsw.gov.au/publications/annual-reports\n- `pages/contact.html` - pages - https://www.customerservice.nsw.gov.au/libraries/dcs/assets/dcs-contact-DUTFlGrN.css?tek6zv\n- `pages/corporate-plans-index.html` - pages - https://www.customerservice.nsw.gov.au/about-us/corporate-information\n- `pages/homepage.html` - pages - https://www.customerservice.nsw.gov.au/\n- `pages/media-releases-index.html` - pages - https://www.customerservice.nsw.gov.au/departments-and-agencies/customer-service/media-releases\n- `pages/media-releases-index__00.html` - pages - https://www.customerservice.nsw.gov.au/departments-and-agencies/customer-service/media-releases\n- `pages/media-releases-index__01.html` - pages - https://www.customerservice.nsw.gov.au/departments-and-agencies/customer-service/publications-and-reports/multicultural-plan-2023-2025\n- `pages/media-releases-index__02.html` - pages - https://www.customerservice.nsw.gov.au/nsw-government/about-website/accessibility-statement\n- `pages/media-releases-index__03.html` - pages - https://www.customerservice.nsw.gov.au/nsw-government/about-website/privacy-statement\n- `pages/ministers.html` - pages - https://www.customerservice.nsw.gov.au/nsw-government/ministers\n- `pages/structure.html` - pages - https://www.customerservice.nsw.gov.au/departments-and-agencies/customer-service/careers\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No annual report text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Department of Customer Service - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:26:49.608449+00:00\n**Entity ID**: S-NSW-006\n**Jurisdiction**: NSW\n**Portfolio**: Customer Service\n\n> This is an evidence-based discovery list from scraped department material. A mention does not always mean the department administers the legislation; high-confidence and official register links should be reviewed.\n\n## Summary\n\n- Source files scanned: 13\n- Unique legislation references found: 0\n\n## Legislation References\n\n_No Act/Regulation/Instrument references found in the local corpus._\n\n## Files Scanned\n\n- `pages/about.html` (page)\n- `pages/announcements-index.html` (page)\n- `pages/annual-reports-index.html` (page)\n- `pages/contact.html` (page)\n- `pages/corporate-plans-index.html` (page)\n- `pages/homepage.html` (page)\n- `pages/media-releases-index.html` (page)\n- `pages/media-releases-index__00.html` (page)\n- `pages/media-releases-index__01.html` (page)\n- `pages/media-releases-index__02.html` (page)\n- `pages/media-releases-index__03.html` (page)\n- `pages/ministers.html` (page)\n- `pages/structure.html` (page)", "global_initiatives_md": null, "strategy": null, "ideas": [ { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "Our executives\nElizabeth’s leadership team includes:\nMichael Tzimoulas, Chief Financial Officer\nJody Grima, Chief People Officer, People & Culture\nLaura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer\nGreg Wells, Managing Director, Service NSW\nNatasha Mann, Deputy Secretary & NSW Fair Trading Commissioner\nLeigh Sanderson, Deputy Secretary for Policy, Strategy & Governance\nPhil Minns, Deputy Secretary, Revenue NSW\nCatherine D’Elia, Deputy Secretary, Government Shared Services\nJames Sherrard, NSW Building Commissioner\nCatherine Morgan, Acting General Counsel\nIndependent agencies:\nSafeWork NSW\nState Insurance Regulatory Authority (SIRA)\nPersonal Injury Commission (PIC)\nIndependent Review Office (IRO)\nSmall Business Commission (SBC)\nInformation and Privacy Commission (IPC)\nNSW Telco Authority\nRelated information\nComplaint handling policy", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "Our goals\nWhat are we working towards\nOur minister\nConnecting people and government\nWe support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.\ncrop_original\nClick to\nExpand\nMHW inspectors\ncrop_original\nClick to\nExpand\nFlood recovery programs extended\ncrop_original\nClick to\nExpand\nservicensw interior\ncrop_original\nClick to\nExpand\nDCS careers revenue\ncrop_original\nClick to\nExpand\nNSW Emergency Services Community Awards\ncrop_original\nClick to\nExpand\nCustomer Service call centre\nClose\n(Press escape to close)\nkeyboard_arrow_up\nkeyboard_arrow_up\nOur goals\nAs an agency we have four goals:\nDigital enablement\nCustomer experience, the protection of information, and public sector productivity are underpinned by digital enablement.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Procurement & Delivery", "scale": "small", "title": "Procurement lessons library for repeat purchases", "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.", "quote": "Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Procurement & Delivery", "scale": "large", "title": "Portfolio delivery office for major investments", "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.", "quote": "Elizabeth joined DCS as Secretary in January 2026, after serving as Secretary of the NSW Department of Creative Industries, Tourism, Hospitality and Sport (formerly the Department of Enterprise, Investment and Trade) from 2022 to 2025.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "pages/corporate-plans-index.html (https://www.customerservice.nsw.gov.au/about-us/corporate-information)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-NSW-006", "entity_name": "Department of Customer Service", "folder_name": "Department-of-Customer-Service", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "Learn about our people and goals\nKey projects\nID Support\nAccess help if your NSW Government proof of identity credentials are stolen or fraudulently used, part of our commitment to consumer protection.\neast\nUnclaimed money\nOur free tool on the Revenue NSW website makes it easy to check if you are owed unclaimed money.\neast\nMulticultural plan 2023-25\nThe latest DCS Multicultural Plan commits us to building a culture of care and belonging, and fair access to services, for our multicultural customers 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