{ "entity_id": "S-NSW-037", "folder": "Service-NSW", "name": "Service NSW", "type": "Statutory Authority", "jurisdiction": "NSW", "portfolio": "Customer Service", "website": "https://www.service.nsw.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": true, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 8, "n_kpi_targets": 3, "n_kpi_results": 3, "n_outcomes": 3, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "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]", "official_site_url": "https://www.service.nsw.gov.au/", "source_documents": [ { "type": "annual_report", "title": "Annual Report 2024-25 Read the annual report for SNSW for 1 July 2024 to 30 June 2025.", "url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2023-24 Read the annual report for SNSW for 1 July 2023 to 30 June 2024.", "url": "https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2022-23 Read the annual report for SNSW for 1 July 2022 to 30 June 2023.*", "url": "https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf", "period": "2022-23", "confidence": "high" } ], "purpose": { "text": "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]", "source_url": "", "source_page": 13, "source_deep_url": "" }, "vision": { "text": "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "source_url": "", "source_page": 13, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Digital Enablement", "description": "Digital Enablement", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Fair & Efficient Processes", "description": "Fair & Efficient Processes", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Cross Sector Partnerships", "description": "Cross Sector Partnerships", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Operational Excellence", "description": "Operational Excellence", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "People at Our Core", "description": "People at Our Core", "source_url": "", "source_page": 13, "source_deep_url": "" } ], "values": [ { "name": "integrity", "description": "", "source_url": "", "source_page": null }, { "name": "trust", "description": "", "source_url": "", "source_page": null }, { "name": "service", "description": "", "source_url": "", "source_page": null }, { "name": "accountability", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Enhanced digital leadership", "description": "Systematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government.", "activities": [ "Organisational shifts", "Governance through best-in-class technologies", "Cybersecurity" ], "source_url": "", "source_page": 13, "source_deep_url": "" }, { "name": "Outcome 2: Full cost recovered for services", "description": "Transparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development.", "activities": [ "Partner retention", "Financial reporting", "Resource reporting" ], "source_url": "", "source_page": 13, "source_deep_url": "" }, { "name": "Outcome 3: Integrated services", "description": "Integrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing.", "activities": [ "Proactive culture", "Continuous improvement", "Embedded efficiency" ], "source_url": "", "source_page": 13, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Customer Satisfaction", "target": "95% satisfaction rate", "latest_result": "99% satisfaction rate", "status": "Achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 }, { "code": "CCE02", "measure": "First time resolution", "target": "90% first time resolution", "latest_result": "85% first time resolution", "status": "Mostly achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 }, { "code": "CCE03", "measure": "Partner trust scores", "target": "90% partner trust", "latest_result": "88% partner trust", "status": "Mostly achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 } ], "document_alignment_terms": { "must_support": [ "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]", "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "Digital Enablement", "Fair & Efficient Processes", "Cross Sector Partnerships", "Operational Excellence", "People at Our Core" ], "watch_terms": [ "Customer Satisfaction", "First time resolution", "Partner trust scores" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "strategy_brief_md": "# Service NSW — Strategy Brief\n\n**Reporting period**: 2024-25\n**Corporate plan in force**: 2025-26\n**Annual Report**: [2024-25](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)\n\n## Vision\n\n> Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=13) [CP p.13]\n\n## Our purpose / purposes\n\n> 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](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=13) [CP p.13]\n\n## How we deliver\n\n> We achieve this by offering a customer-centric, single point of contact for NSW Government services. Whether it’s simplifying digital experiences, expanding face-to-face services across metropolitan, regional and remote areas, or supporting our frontline teams, our commitment is to make every interaction with government easier and more intuitive. We also work to strengthen awareness of our services and build trust in the Service NSW brand. [AR p.9](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=9) [CP p.9]\n\n## Government priorities for this department\n\n- Digital Enablement [CP p.13]\n- Fair & Efficient Processes [CP p.13]\n- Cross Sector Partnerships [CP p.13]\n- Operational Excellence [CP p.13]\n- People at Our Core [CP p.13]\n\n## Outcomes\n\n### Outcome 1: Enhanced digital leadership\nSystematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government. [CP p.13]\n\n**Key activities:**\n- Organisational shifts\n- Governance through best-in-class technologies\n- Cybersecurity\n\n### Outcome 2: Full cost recovered for services\nTransparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development. [CP p.13]\n\n**Key activities:**\n- Partner retention\n- Financial reporting\n- Resource reporting\n\n### Outcome 3: Integrated services\nIntegrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing. [CP p.13]\n\n**Key activities:**\n- Proactive culture\n- Continuous improvement\n- Embedded efficiency\n\n## Values and principles\n\n_APS Values_\n\n- integrity\n- trust\n- service\n- accountability\n\n## What they will measure themselves on this year (targets from 2025-26 corporate plan)\n\n| Code | Measure | Target | Source |\n|---|---|---|---|\n| CCE01 | Customer Satisfaction | 95% satisfaction rate | CP p.13 |\n| CCE02 | First time resolution | 90% first time resolution | CP p.13 |\n| CCE03 | Partner trust scores | 90% partner trust | CP p.13 |\n\n## How they performed last year (results from 2024-25 annual report)\n\n| Code | Measure | Result | Status | Source |\n|---|---|---|---|---|\n| CCE01 | Customer Satisfaction | 99% satisfaction rate | Achieved | [AR p.17](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17)(https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17) |\n| CCE02 | First time resolution | 85% first time resolution | Mostly achieved | [AR p.17](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17)(https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17) |\n| CCE03 | Partner trust scores | 88% partner trust | Mostly achieved | [AR p.17](https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17)(https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf#page=17) |", "strategy_overview_evidence_md": null, "internal_strategy_evidence_md": "# Service NSW - Strategy, Performance, and Operating Profile\n\n**Generated at**: 2026-05-09T22:41:53.858234+00:00\n**Entity ID**: S-NSW-037\n**Entity type**: Statutory Authority\n**Jurisdiction**: NSW\n**Portfolio**: Customer Service\n**Website**: https://www.service.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| annual-reports | 3 |\n| other-pdfs | 5 |\n| pages | 16 |\n\n## Executive Readout\n\n### Purpose\n\n- [Page 3]\nContents\nAcknowledgement of country 5 Delivering with partners 30\nLetter of submission 6 Case Study 4 31\nMessage from the Secretary 7 Enterprise Risk and Enablement 32\n1 Overview 8 Digital Services 33\nAbout Service NSW 9 Case Study 5 35\nOur purpose, vision, values and commitments 9 Cyber Security 36\nAuthorising legislation 10 Customer feedback and insight 37\nManagement structure – FY2024–25 BRAVO and Service NSW 2024 Awards 38\n(as at 30 June 2025) 11\nPerformance metrics 39\nExecutive Leadership Team 11\nHow the agency approaches innovation\n2 Strategy 12 and continuous improvement 40\nStrategic objectives and outcomes 13 Leading community engagement 41\nCurrent and future strategic plans 14 Infrastructure program 42\nSystems and processes to measure Major assets, acquisitions and disposals 43\nthe target outcomes 14\n4 Management and accountability 45\nResource allocation to implement\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Compliance Index\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nAcknowledgement of Acknowledgement of Country TPG25-10a Group 1 - Yes 5\nCountry Annual Report\nLetter of submission Letter of submission TPG25-10a Group 1 - Yes 6\nAnnual Report\nMessage from the Message from the Secretary TPG25-10a Group 1 - Yes 7\nSecretary Annual Report\nOverview About Service NSW TPG25-10a Group 1 - Yes 9\nAnnual Report\nWho are we\nOur purpose, vision, values and TPG25-10a Group 1 - Yes 9\ncommitments Annual Report\nLegislation, name of the Act or TPG25-10a Group 1 - Yes 10\nRegulation under which Service Annual Report\nNSW is established\nAims and objectives TPG25-10a Group 1 - Yes 9, 13\nAnnual Report\nManagement and structure TPG25-10a Group 1 - Yes 11, Appendix\n(including names, offices and Annual Report B - 46\nresponsibilities of principal\nofficers)\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 3]\nContents\nAcknowledgement of Country 6 Digital Services planning forums 25\nLetter to the Minister 7 Service Delivery 26\nMessage from the Chief Executive Officer 8 Driver Testing 26\n1 Overview 10 Improved access for Aboriginal, rural and\nremote communities 27\nAbout Service NSW 11\nAward winning Contact Centre 27\nWhat we do 11\nCase Study 1 28\nOur Commitment to our customers 12\nKangaroo Bus 28\nOur commitment to our partner agencies 12\nDigital Services 29\nOur commitment to government 12\nCase Study 2 30\nAuthorising legislation 12\nDriver Knowledge Test Online 30\nManagement structure – FY2023-24 13\nCyber Security Operations 31\nEvents arising after the end of the\nannual reporting period 13 Risk, Strategy and Customer Support 32\nExecutive Leadership Team 14 Disaster Preparation and Recovery 36\nOur Network 16 Recovery Centres and Recovery\nAssistance Points 36\n2 Strategy 17\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [Page 18]\nStrategic objectives\nand outcomes\nService NSW 2022–24 strategy on a page\nThe Service NSW 2022–24 Strategy on a page outlines the strategic priorities for Service NSW\nand key metrics to be achieved over the 2022–23 and 2023–24 financial years.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n\n### Role and Functions\n\n- Compliance Index\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nAcknowledgement of Acknowledgement of Country TPG25-10a Group 1 - Yes 5\nCountry Annual Report\nLetter of submission Letter of submission TPG25-10a Group 1 - Yes 6\nAnnual Report\nMessage from the Message from the Secretary TPG25-10a Group 1 - Yes 7\nSecretary Annual Report\nOverview About Service NSW TPG25-10a Group 1 - Yes 9\nAnnual Report\nWho are we\nOur purpose, vision, values and TPG25-10a Group 1 - Yes 9\ncommitments Annual Report\nLegislation, name of the Act or TPG25-10a Group 1 - Yes 10\nRegulation under which Service Annual Report\nNSW is established\nAims and objectives TPG25-10a Group 1 - Yes 9, 13\nAnnual Report\nManagement and structure TPG25-10a Group 1 - Yes 11, Appendix\n(including names, offices and Annual Report B - 46\nresponsibilities of principal\nofficers)\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 49]\nOrganisational chart\nSecretary\nDepartment\nof Customer\nService\nManaging\nDirector\nService NSW\nExecutive Executive Executive Executive Chief Digital Chief Cyber Director\nDirector Director Director Director Officer Security\nPortfolio &\nOfficer\nEnterprise Customer Care Partnerships, Service Digital Operations\nRisk & & Business Projects & Delivery Services Cyber\nEnablement Bureau Insights Security\nDirector Director Director Director Director\nGovernance, Digtial Transport Service Customer\nRisk, Business & Centres Metro Accounts &\nCompliance Customer & Middle Channels\n& Safety Care Office\nDirector Director Director Director Director\nTraining & Customer Care Communities Service Customer\nCustomer & Business & Centres Authentication\nResolution Engagement Construction Regional & Verification\nDirector Director Director Director Director\nPrivacy, Data Business Digital Contact Digital\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Net incurred insurance claims cost ($) I, Greg Wells, Chief Executive, am of the opinion that Service NSW has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit and Risk\nLine of business 2022–23 Line of business 2022–23\nManagement Policy for the General Government Sector, specifically:\nWorkers Compensation 141 Workers Compensation $1,836,864\nFor each requirement, please\nMotor Vehicle 11 Motor Vehicle $17,558 Core requirements specify whether compliant,\nnon-compliant, or in transition\nProperty 3 Property $1,579,031\nRisk Management Framework\nGeneral Liability 10 General Liability $48,907\n1.1 The Accountable Authority shall accept ultimate responsibility and accountability Compliant\nTotal 165 Total $3,482,360 for risk management in the agency.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Commitments for Expenditure Other operating expenses were higher than the budget by $129.2 million due to corporate costs amounting to $60.5 million\n2023 2022 which are recovered as in-kind contribution (other revenue) and additional costs not included in the budget for\n$'000 $'000 administering the programs amounting to $55 million which are recovered as grants and contributions revenue.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Increase / (decrease) in receivables (7,005) 6,373\nThe major expense variations to budget are:\n(Increase) / decrease in payables 38,171 (22,012)\n• Grant and subsidies of $246 million in the original budget, this is not reported in the actual results as it relates to\n(Increase) / decrease in other provisions (8,058) (17,735)\nan administered grant program, Toll Relief.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n\n### Strategic Priorities\n\n- [Page 18]\nStrategic objectives\nand outcomes\nService NSW 2022–24 strategy on a page\nThe Service NSW 2022–24 Strategy on a page outlines the strategic priorities for Service NSW\nand key metrics to be achieved over the 2022–23 and 2023–24 financial years.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [Page 9]\nStrategy Operations and\nperformance\nService NSW 2022–24 strategy on a page\nThe Service NSW 2022–24 Strategy on a page outlines the strategic priorities for Service NSW\nand key metrics to be achieved over the 2022–23 and 2023–24 financial years.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- During 2022–23 strategic objectives by providing independent assurance Insurance\ngovernance.\nthe Committee met ten times (5 times in 2022 and 5 that reviews the effectiveness of our risk management\ntimes in 2023) to provide oversight of financial reporting, Service NSW complies with NSW Treasury Policy for practices and internal controls framework.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 3]\nContents\nAcknowledgement of Country 6 Digital Services planning forums 25\nLetter to the Minister 7 Service Delivery 26\nMessage from the Chief Executive Officer 8 Driver Testing 26\n1 Overview 10 Improved access for Aboriginal, rural and\nremote communities 27\nAbout Service NSW 11\nAward winning Contact Centre 27\nWhat we do 11\nCase Study 1 28\nOur Commitment to our customers 12\nKangaroo Bus 28\nOur commitment to our partner agencies 12\nDigital Services 29\nOur commitment to government 12\nCase Study 2 30\nAuthorising legislation 12\nDriver Knowledge Test Online 30\nManagement structure – FY2023-24 13\nCyber Security Operations 31\nEvents arising after the end of the\nannual reporting period 13 Risk, Strategy and Customer Support 32\nExecutive Leadership Team 14 Disaster Preparation and Recovery 36\nOur Network 16 Recovery Centres and Recovery\nAssistance Points 36\n2 Strategy 17\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [Page 3]\nContents\nAcknowledgement of country 5 Delivering with partners 30\nLetter of submission 6 Case Study 4 31\nMessage from the Secretary 7 Enterprise Risk and Enablement 32\n1 Overview 8 Digital Services 33\nAbout Service NSW 9 Case Study 5 35\nOur purpose, vision, values and commitments 9 Cyber Security 36\nAuthorising legislation 10 Customer feedback and insight 37\nManagement structure – FY2024–25 BRAVO and Service NSW 2024 Awards 38\n(as at 30 June 2025) 11\nPerformance metrics 39\nExecutive Leadership Team 11\nHow the agency approaches innovation\n2 Strategy 12 and continuous improvement 40\nStrategic objectives and outcomes 13 Leading community engagement 41\nCurrent and future strategic plans 14 Infrastructure program 42\nSystems and processes to measure Major assets, acquisitions and disposals 43\nthe target outcomes 14\n4 Management and accountability 45\nResource allocation to implement\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Compliance Index\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nAcknowledgement of Acknowledgement of Country TPG25-10a Group 1 - Yes 5\nCountry Annual Report\nLetter of submission Letter of submission TPG25-10a Group 1 - Yes 6\nAnnual Report\nMessage from the Message from the Secretary TPG25-10a Group 1 - Yes 7\nSecretary Annual Report\nOverview About Service NSW TPG25-10a Group 1 - Yes 9\nAnnual Report\nWho are we\nOur purpose, vision, values and TPG25-10a Group 1 - Yes 9\ncommitments Annual Report\nLegislation, name of the Act or TPG25-10a Group 1 - Yes 10\nRegulation under which Service Annual Report\nNSW is established\nAims and objectives TPG25-10a Group 1 - Yes 9, 13\nAnnual Report\nManagement and structure TPG25-10a Group 1 - Yes 11, Appendix\n(including names, offices and Annual Report B - 46\nresponsibilities of principal\nofficers)\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- We continue\nof the Department of Customer Service’s Corporate information. reported incidents, the mechanism of injury of body\nto provide exemplar EAP support to actively create\nProcurement, ensuring we comply with all NSW stressing led to 16 reportable workers compensation\n• The safety of our staff and customers is a priority with greater awareness of the program and the range of\nProcurement policies including using their templates with claims, followed by the mechanisms of 11 mental stress\na commitment to a zero tolerance to violence and/or services offered which contributed to a 7.6 per cent\nsupplier declaration of compliance regarding the Modern claims and 9 vehicle incidents.\nthreats of violence towards customers or staff within use of EAP services, compared to a public sector\nSlavery Act 2018.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- As a result, 99% of citizens can access Service NSW The MyServiceNSW account is making it quick and easy\nacross the state.”\nAs we move forward from the COVID-19 pandemic, within 30 minutes of their home, receiving personalised to interact with government, with the number of people\nNSW citizens continue to face significant cost of living advice on 7,000 separate services from customer care using MyServiceNSW accounts to complete everyday\npressures, which Service NSW is helping the Government experts. transactions growing to more than 2.7 million each month.\n— The Hon Jihad Dib\nto respond to and ease.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Strategic Success Performance Measures:\nDuring 2022–23, Service NSW tracked the progress being\nmade against our Strategic plan using the below measures:\nOver 77% of 99% of NSW population 76% of 97% customer 82% partner\nstaff are engaged are within 30 mins of customers trust satisfaction. satisfaction.\nworking at Service a Service NSW Point Service NSW. (FY 2024 (FY 2024\nNSW (FY 2024 of Presence. (FY 2024 (FY 2024 target target 95%) target 90%)\ntarget 77%) target 95%) 90%)\n16 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 17\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n\n## KPIs, Targets, and Where They Are At\n\n- Table 2: Performance metrics regarding targeted outcomes\nCustomer NSW population Partner Overall staff % of customers\nsatisfaction within 30 mins satisfaction engagement trust Service\nof a Service score NSW\nNSW point of\npresence\n64% (FY2024–25\n95.88% 99% N/A* People Matter 77%\nEmployee Survey)\nTarget 95% Target 95% Target 90% Target 77% Target 90%\n*This performance measure was not tracked for FY2024–25, see below for explanations.\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- If the aspirational target of 1.8% is achieved in salary bands not currently at or above 1.8%, the cumulative representation of\n$67,975 - 354 92.4% 21.5% 78.2% 0.3% 2.8% 17.4% 20.5% 3.1% 0.6%\nAboriginal employees in the sector is expected to reach 3.3%.\n$75,992\nNote 3: A benchmark from the Australian Bureau of Statistics (ABS) Census of Population and Housing has been included for People whose First\n$75,992 - 1,574 91.4% 32.1% 66.6% 1.2% 3.2% 12.5% 18.1% 4.3% 1.6% Language Spoken as a Child was not English.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 3]\nContents\nAcknowledgement of country 5 Delivering with partners 30\nLetter of submission 6 Case Study 4 31\nMessage from the Secretary 7 Enterprise Risk and Enablement 32\n1 Overview 8 Digital Services 33\nAbout Service NSW 9 Case Study 5 35\nOur purpose, vision, values and commitments 9 Cyber Security 36\nAuthorising legislation 10 Customer feedback and insight 37\nManagement structure – FY2024–25 BRAVO and Service NSW 2024 Awards 38\n(as at 30 June 2025) 11\nPerformance metrics 39\nExecutive Leadership Team 11\nHow the agency approaches innovation\n2 Strategy 12 and continuous improvement 40\nStrategic objectives and outcomes 13 Leading community engagement 41\nCurrent and future strategic plans 14 Infrastructure program 42\nSystems and processes to measure Major assets, acquisitions and disposals 43\nthe target outcomes 14\n4 Management and accountability 45\nResource allocation to implement\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Compliance Index\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nAcknowledgement of Acknowledgement of Country TPG25-10a Group 1 - Yes 5\nCountry Annual Report\nLetter of submission Letter of submission TPG25-10a Group 1 - Yes 6\nAnnual Report\nMessage from the Message from the Secretary TPG25-10a Group 1 - Yes 7\nSecretary Annual Report\nOverview About Service NSW TPG25-10a Group 1 - Yes 9\nAnnual Report\nWho are we\nOur purpose, vision, values and TPG25-10a Group 1 - Yes 9\ncommitments Annual Report\nLegislation, name of the Act or TPG25-10a Group 1 - Yes 10\nRegulation under which Service Annual Report\nNSW is established\nAims and objectives TPG25-10a Group 1 - Yes 9, 13\nAnnual Report\nManagement and structure TPG25-10a Group 1 - Yes 11, Appendix\n(including names, offices and Annual Report B - 46\nresponsibilities of principal\nofficers)\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 14]\nCurrent and future\nstrategic plans\nTowards 2030 Customer Vision Systems and processes to measure the\nIn June 2023, Service NSW launched the Towards 2030 target outcomes\nCustomer Vision.\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- As a result, 99% of citizens can access Service NSW The MyServiceNSW account is making it quick and easy\nacross the state.”\nAs we move forward from the COVID-19 pandemic, within 30 minutes of their home, receiving personalised to interact with government, with the number of people\nNSW citizens continue to face significant cost of living advice on 7,000 separate services from customer care using MyServiceNSW accounts to complete everyday\npressures, which Service NSW is helping the Government experts. transactions growing to more than 2.7 million each month.\n— The Hon Jihad Dib\nto respond to and ease.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 9]\nStrategy Operations and\nperformance\nService NSW 2022–24 strategy on a page\nThe Service NSW 2022–24 Strategy on a page outlines the strategic priorities for Service NSW\nand key metrics to be achieved over the 2022–23 and 2023–24 financial years.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Strategic Success Performance Measures:\nDuring 2022–23, Service NSW tracked the progress being\nmade against our Strategic plan using the below measures:\nOver 77% of 99% of NSW population 76% of 97% customer 82% partner\nstaff are engaged are within 30 mins of customers trust satisfaction. satisfaction.\nworking at Service a Service NSW Point Service NSW. (FY 2024 (FY 2024\nNSW (FY 2024 of Presence. (FY 2024 (FY 2024 target target 95%) target 90%)\ntarget 77%) target 95%) 90%)\n16 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 17\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Trends in the Representation of Workforce Diversity Groups\nPercentages - 2023\nWorkforce Diversity Group Benchmark 2021 2022 2023\nActual Estimated\nWomen 50% 68.0% 66.9% 66.3%\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with\nlevel of (men, gender and/or racial,ethnic, language with a a disability Aboriginal and/or Torres Strait Islander People 3.3% 2.7% 3.3% 3.3%\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was work- People whose first language spoken\nIslander minority not English related as a child was not English 23.2% 21.5% 25.2% 27.8%\npeople groups adjustment\nPeople with disability 5.6% 2.8% 3.0% 3.4%\n$0 - 3 100.0% 0.0% 100.0% 0.0% 100.0% 33.3% 0.0% 0.0% 0.0%\n$51,756 People with disability requiring work-related adjustment N/A 0.9% 1.0% 1.0%\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- The benchmark of 23.2% is the percentage of the NSW general population born in a country where English is not the\npredominant language.\n$96,164 - 577 91.7% 37.1% 62.6% 0.3% 1.9% 22.1% 26.8% 3.0% 1.1% Note 4: In December 2017 the NSW Government announced the target of doubling the representation of people with disability in the NSW public\n$124,357 sector from an estimated 2.7% to 5.6% by 2027.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- The\ncustomer experience\nToolkit has all the guidance needed to make the work\n• achieved Disability Confident Recruiter (DCR) accessible, whether it be sending a meeting invite or\nAccreditation from the Australian Network on Disability designing a complex digital product\nand in the upcoming financial year we will be seeking\n• in the 2023-24 financial year Accessibility NSW will\nDCR year 2 renewal\nsee the delivery of the first Accessibility Learning\n• an increased take-up in disability confident training Modules\neither by e-learning modules or workshops\n• provided guidance and leadership to teams on\n• the successful ‘Quiet Hour’ pilot from 2021-22 is now accessibility, inclusive design, customer research and\navailable at 110 service centres across NSW.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- This testing via internal communications and the Service\nprogram provides a lower-sensory experience for NSW intranet as well as mentoring and guild sessions\ncustomers and staff\nMental health Successful Quiet Hour Achieved Disability Chat-Listen\nfirst aid officers pilot from 2021–22 Confident Recruiter Champion event\n74 110 2022–23 10\nacross all business areas and divisions within SNSW now available in 110 Service Centres across NSW Accreditation from the Executive Listeners heard stories from 10 employees\nAustralian Network on Disability who identify with having a disability\n74 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 75\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 42]\nOFFICIAL: Sensitive - NSW Government OFFICIAL: Sensitive - NSW Government\nStatement of Financial Position Statement of Changes in Equity\nSERVICE NSW SERVICE NSW\nSTATEMENT OF FINANCIAL POSITION STATEMENT OF CHANGES IN EQUITY\nAS AT 30 JUNE 2023 FOR THE YEAR ENDED 30 JUNE 2023\nNotes Budget Actual Actual Accumulated Accumulated\n2023 2023 2022 funds funds\n$'000 $'000 $'000 Notes 2023 2022\nASSETS $'000 $'000\nCurrent assets\nCash and cash equivalents 6 7,931 31,197 14,359\nReceivables 7 32,959 29,712 35,182 Balance at beginning of year 58,095 83,842\nContract assets 8 - 4,215 6,337\nOther assets 9 - 13,309 14,844 Net result for the year 46,271 (25,834)\nOther financial assets 10 - 3 110\nTotal current assets 40,890 78,436 70,832\nTransactions with owners in their capacity as owners\nIncrease / (decrease) in net assets from equity transfers 19 - 87\nNon-current assets\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n\n## Key Metrics\n\n| Values found | Evidence | Source |\n|---|---|---|\n| $129.2 million, $60.5 million, $55 million, 129.2 million, 60.5 million, 55 million | Commitments for Expenditure Other operating expenses were higher than the budget by $129.2 million due to corporate costs amounting to $60.5 million\n2023 2022 which are recovered as in-kind contribution (other revenue) and additional costs not included in the budget for\n$'000 $'000 administering the programs amounting to $55 million which are recovered as grants and contributions revenue. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $246 million, 246 million | Increase / (decrease) in receivables (7,005) 6,373\nThe major expense variations to budget are:\n(Increase) / decrease in payables 38,171 (22,012)\n• Grant and subsidies of $246 million in the original budget, this is not reported in the actual results as it relates to\n(Increase) / decrease in other provisions (8,058) (17,735)\nan administered grant program, Toll Relief. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $137.6 million, $61.9 million, $16.5 million, 137.6 million, 61.9 million, 16.5 million | Commitments for Expenditure • Other operating expenses were higher than the budget by $137.6 million due to corporate costs amounting to\n$61.9 million which are recovered as in-kind contribution (other revenue) and additional costs not included in the\n2024 2023\n$'000 $'000 budget for administering the programs amounting to $16.5 million which are recovered as grants and contributions\nCapital Commitments revenue. | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $113\n, 3,347 million | Service has also incurred additional cost in relation to rent charges and outsourced service provider costs\nAggregate capital expenditure for the acquisition of property, plant and against the original budget.\nequipment contracted for at balance date and not provided for:\nWithin one year 646 3,173 The major revenue variations to budget are:\nLater than one year and not later than five years - 174 • Grants and other contributions compared to the or | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $44 million, $19 million, $17 million, $9 million, $28 million, $15 million | Key drivers for this include:\n$44 million for unbudgeted corporate costs allocated from the Department of Customer Service (DCS)\no\nwhich is recovered as an in-kind contribution from DCS (other income)\n$19 million relating to one-off redundancy costs ($17 million of which has been funded by the Crown).\no\n$9 million for additional merchant fee costs as more customers move to more expensive credit card\no\npayments now that merchant fee costs are no l | `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)` |\n| $190.6 million, $252 million, $13 million, $44 million, $17 million, $14 million | Total revenues are $190.6 million below budget, primarily due to:\n• $252 million relating to the Toll Relief program, now accounted for as an administered program, and offset by a\ncorresponding amount in costs as outlined above\n• $13 million relating to the impact of the cessation of merchant fee revenue\noffset by\n• $44 million for the in-kind contribution for unbudgeted corporate costs as outlined above\n• $17 million revenue from the Crown to fu | `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)` |\n| $6.4 million, $99.2 million, 6.4 million, 99.2 million | The major\nCapital Commitments revenue variations to budget are:\n• Fee for service arrangements with agencies and credit card recovery was $6.4 million higher than budget due to\nAggregate capital expenditure for the acquisition of property, plant and\nrevised service arrangements and volume changes.\nequipment contracted for at balance date and not provided for:\nWithin one year 3,173 2,921 • Other revenue was $99.2 million favourable to budget. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $104.4 million, $58.9 million, 104.4 million, 58.9 million | Total (including GST) 3,347 2,928\nAssets and Liabilities\nThe actual net asset of $104.4 million was $58.9 million favourable to budget. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $58.8 million, $23.3 million, 58.8 million, 23.3 million | Total assets were favourable to budget by $58.8 million predominantly due to cash balances being $23.3 million higher than\nbudget as at 30 June 2023. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $191.5 million, 191.5 million | Net result 46,271 (25,834)\n• Employee related expenses were higher than the original budget by $191.5 million. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $113 million, $5.3 million, 113 million, 5.3 million | The major expense variations to budget are:\n• Grant and subsidies of $113 million in the original budget, this is not reported in the actual results as it relates to\nan administered grant program, Toll Relief.\n• Employee related expenses were lower than the original budget by $5.3 million as business continues its effort on\nreducing employee related cost. | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $16.1 million, $19.6 million, 16.1 million, 19.6 million | At this stage, it is uncertain whether any Total assets were unfavourable to budget by $16.1 million predominantly due to cash balances being $19.6 million lower\noutflows will be required as this depends on the outcome of uncertain future events not within the control of the agency. than budget as at 30 June 2024. | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $6.8 million, $101.8 million, 6.8 million, 101.8 million | In addition, credit card processing fee\nrecoveries was favourable by $6.8 million.\n• Other revenue was $101.8 million favourable to budget. | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $86.2 million, $11.4 million, 86.2 million, 11.4 million | Contingent liabilities\nAssets and Liabilities\nUnquantifiable contingency – Recoveries of merchant service fees The actual net asset of $86.2 million was $11.4 million unfavourable to budget. | `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)` |\n| $16.4 million, $13.5 million, 16.4 million, 13.5 million | Right-of-use expenses under leases\nThe following amounts were recognised in the statement of comprehensive income during the period in respect of leases\nwhere Service NSW is the lessee:\n2025 2024\n$'000 $'000\nDepreciation expense of right-of-use assets 333 224\nInterest expense on lease liabilities 24 15\nExpense relating to short-term leases 12,124 8,321\nExpense relating to leases of low-value assets 3,153 3,988\nVariable lease payments, not include | `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)` |\n| $98.5 million, $24.3 million, 98.5 million, 24.3 million | Assets and liabilities\nThe actual net asset value of $98.5 million is $24.3 million above budget, reflecting the favourable net result budget variance. | `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)` |\n| $1 million, 1 million | Service NSW established a Procurement and flu vaccination program was held in the leadup to\nContract Performance Team in November 2022 for • A new Work Health & Safety Hub was introduced as winter and was available to all our people including • The leading mechanism of injury for incidents reported\nprocurement of goods and services under $1 million. the central pathway in providing staff a quick and easy temporary employees. to EML in 2022-23 is | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $155,445\n, $155,445 , $0 , $51,756 | Workforce Diversity Actual Staff Numbers (Non-casual Headcount at Census Date) 2022–23 $155,445\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with $155,445 > 38 22 14 24 0 0 10 9 0 0\nlevel of (men, gender and/or racial,ethnic, language with a a disability (SES)\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was w | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| $67,975 , $75,992\n, $75,992 | If the aspirational target of 1.8% is achieved in salary bands not currently at or above 1.8%, the cumulative representation of\n$67,975 - 354 92.4% 21.5% 78.2% 0.3% 2.8% 17.4% 20.5% 3.1% 0.6%\nAboriginal employees in the sector is expected to reach 3.3%.\n$75,992\nNote 3: A benchmark from the Australian Bureau of Statistics (ABS) Census of Population and Housing has been included for People whose First\n$75,992 - 1,574 91.4% 32.1% 66.6% 1.2% 3.2% 12. | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n| 2.7 million | As a result, 99% of citizens can access Service NSW The MyServiceNSW account is making it quick and easy\nacross the state.”\nAs we move forward from the COVID-19 pandemic, within 30 minutes of their home, receiving personalised to interact with government, with the number of people\nNSW citizens continue to face significant cost of living advice on 7,000 separate services from customer care using MyServiceNSW accounts to complete everyday\npressures | `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)` |\n\n## Key Achievements\n\n- In the financial year 2024–25, we achieved significant\nprogress in moving closer to our 2030 Customer Vision by Resource allocation to implement\nimplementing the below ‘Towards 2030 Programs’.\nstrategic plans\n• We launched the Integrated Frontline program which\nIn the financial year 2024–25, Service NSW implemented\naims to enable regional Service Centre team members\na Restructure Management Plan (RMP) under the\nto take on additional work types during quieter periods,\nname Program Realign.\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Table 30 : New major works in 2023-24 (projects over $1 million)\nProject name Total Estimated Start Completion Details of any\nand location expenditure to total cost (year) date (actual or significance\n30 June 2024 estimated)\nService Centre Capital\n9,129,673 10,000,000 2024 Jun-24 Completed\nMaintenance FY24\nToll Relief 3 3,997,074 8,000,000 2023 Jun-26\nTell Your Story Once 3,196,130 5,049,996 2024 2025\nStandard Employment Reusable\n1,623,479 1,623,570 2024 Jun-24 Completed\nVerification Product\nDrives Training Environment Uplift 1,442,357 2,104,881 2024 Sept-24\nWomen in Business 1,430,127 1,430,127 2024 Jun-24 Completed\nScoping and Delivery of Increase of\nPayment for NSW Seniors Energy 1,689,794 1,689,794 2024 Dec-23 Completed\nRebate\nNew Active and Creative Kids\n1,738,751 1,757,270 2024 Mar-24 Completed\nVoucher Project\nLismore Relocation 1,636,155 1,636,155 2024 Jun-24 Completed\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [pages 85,86,87,88,89]\n19,860,000 2019 Jun-24 Completed\nNSW Digital Identity and Verifiable\n21,837,056 21,837,056 2023 Jun-24 In Progress\nCredentials Project (DCS)\nTransaction Digitisation – Stage 2 3,703,965 3,703,965 Jun-22 Jun-24 Completed\nGrants as a Service 8,044,957 9,404,157 2023 2025\nKnowledge Management System 6,991,710 6,915,000 Nov 2021 Jun-24 Completed\nTransport API 3,482,034 3,482,034 2023 Sep-24\nOverseas Licence Policy Change 1,997,517 1,997,517 2021 Jun-24 Completed\nEducation Credentials\n2,811,121 2,811,121 2022 Jul-24\n(First Aid Certificate)\nDCS Workforce Management\n2,267,879 2,267,879 2022 Dec-24\nSolution\nWorking with Children Check 1,617,752 1,617,752 2023 Apr-24 Completed\nService NSW Cyber Security Uplift\n4,856,765 4,856,765 2021 Jun-24 Completed\nProgram\nService NSW | Annual Report 2023–24 85\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Business, with progress in reducing red tape, boosting\nsmall business exports and improving procurement\nThe Business Bureau continued to play a pivotal role\nopportunities across government.\nin supporting small businesses across NSW, delivering\npersonalised services, digital tools and practical reforms Key initiatives included:\nto help businesses start, grow and thrive.\n• developing an online self-check compliance tool for\nKey achievements included: 17,000 NSW motor vehicle repairers, in collaboration\nwith industry, Digital NSW and NSW Fair Trading\n• 170,530 customer interactions through Business\n• digitising the takeaway liquor licence application\nConcierge services, providing navigation support\nprocess, supporting vibrancy reforms and simplifying\nto help small businesses understand regulatory\naccess for small businesses\nobligations, access government services and connect\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 42]\nInfrastructure program\nMajor works in progress (projects over $1 million)\nNote: This is unaudited financial information\nTable 3: New major works in FY2024–25 (projects over $1 million)\nProject name and Total Estimated Start Completion Details of any\nlocation expenditure $ total cost $ (financial date (actual or significance\nfrom 1 July 2024 year) estimated)\nto 30 June 2025\nService Centre 9,665,307 9,893,655 2025 Jun-25 Completed\nCapital Maintenance\nProgram\nPhysical Security 2,411,000 3,600,000 2025 Jun-26\nand Operational\nResponse Uplift\nContact Centre 1,549,698 1,552,716 2025 Jun-25 Completed\nScreen/Docking\nStation Uplift\nCFM Hardware Uplift 1,429,524 1,433,104 2025 Jun-25 Completed\n42 Service NSW | Annual Report 2024–25\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Strategic Success Performance Measures:\nDuring 2022–23, Service NSW tracked the progress being\nmade against our Strategic plan using the below measures:\nOver 77% of 99% of NSW population 76% of 97% customer 82% partner\nstaff are engaged are within 30 mins of customers trust satisfaction. satisfaction.\nworking at Service a Service NSW Point Service NSW. (FY 2024 (FY 2024\nNSW (FY 2024 of Presence. (FY 2024 (FY 2024 target target 95%) target 90%)\ntarget 77%) target 95%) 90%)\n16 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 17\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 3]\nContents\nAcknowledgement of Country 6 Digital Services planning forums 25\nLetter to the Minister 7 Service Delivery 26\nMessage from the Chief Executive Officer 8 Driver Testing 26\n1 Overview 10 Improved access for Aboriginal, rural and\nremote communities 27\nAbout Service NSW 11\nAward winning Contact Centre 27\nWhat we do 11\nCase Study 1 28\nOur Commitment to our customers 12\nKangaroo Bus 28\nOur commitment to our partner agencies 12\nDigital Services 29\nOur commitment to government 12\nCase Study 2 30\nAuthorising legislation 12\nDriver Knowledge Test Online 30\nManagement structure – FY2023-24 13\nCyber Security Operations 31\nEvents arising after the end of the\nannual reporting period 13 Risk, Strategy and Customer Support 32\nExecutive Leadership Team 14 Disaster Preparation and Recovery 36\nOur Network 16 Recovery Centres and Recovery\nAssistance Points 36\n2 Strategy 17\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Service\nDuring financial year 2023-24 Service NSW deployed\nNSW provided ongoing operational support and planning\nstaff to 136 recovery assistance points across 30\nto the Resilient Homes Program Lismore Shopfront,\nlocations to assist 1874 individual customers and 183\nand during March and April delivered daily face-to-face\nbusiness customers affected by these events.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Compliance Index\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nAcknowledgement of Acknowledgement of Country TPG25-10a Group 1 - Yes 5\nCountry Annual Report\nLetter of submission Letter of submission TPG25-10a Group 1 - Yes 6\nAnnual Report\nMessage from the Message from the Secretary TPG25-10a Group 1 - Yes 7\nSecretary Annual Report\nOverview About Service NSW TPG25-10a Group 1 - Yes 9\nAnnual Report\nWho are we\nOur purpose, vision, values and TPG25-10a Group 1 - Yes 9\ncommitments Annual Report\nLegislation, name of the Act or TPG25-10a Group 1 - Yes 10\nRegulation under which Service Annual Report\nNSW is established\nAims and objectives TPG25-10a Group 1 - Yes 9, 13\nAnnual Report\nManagement and structure TPG25-10a Group 1 - Yes 11, Appendix\n(including names, offices and Annual Report B - 46\nresponsibilities of principal\nofficers)\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [pages 7,8,9]\novernance PARRAMATTA RYDE\nMERRYLANDS SILVERWATER\nListen to the community to understand AUBURN NORTH SYDNEY\nWETHERILL PARK\nROZELLE WYNYARD\nour needs Service NSW is recognised as an executive agency under BURWOOD HAYMARKET\nBONDI JUNCTION\nAsk us how we want services delivered S 20 c 1 h 3 e . d T u h l e e C 1 h o i f e t f h E e x G e o c v u e ti r v n e m O e f n fi t c S e e r c i t s o r a p Em po p i l n o t y e m d e a n s t a A g c e t ncy PR L E I B V S A E E N R T K P O S O N T O D O L S W /E N DMO R M N EV D A E S R S O R B R N IC Y O P K S A V E R I L L K A LE NDS BO E TA A N ST Y GARDENS\nhead.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 11]\nGrants, payments and vouchers paid Case study 1\nYouth Linker\nPilot Program\nFlood recovery $50k Flood recovery $50k Small Business Small Business\nsmall business flood grant small business flood Storm and Flood $50k Flood Recovery\n(Mar & Nov 2021) grant (Feb 2022) Grant (Jun–Jul 2022) Grant (Aug–Sep 2022)\n$697,937 $67,194,929 $25,171,029 $12,831,894\n“. . .a truly life-\nsaving initiative. . .”\nFlood recovery rental Flood recovery rental Flood recovery rental Flood recovery rental\n— Zuhal Qayoumi\nsupport payment support payment support payment support payment\n(Feb 2022) (Jun–Jul 2022) (Aug–Sept)) (Feb–Mar 2022)\n$8,086,346 $5,124,845 $1,833,860 $94,782,644\nIn partnership with Multicultural NSW, Service NSW\nhas delivered the Multicultural Youth Linker Program.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n\n## Key Issues, Risks, and Recommendations\n\n- 6634 complaints 6529 matters were resolved with the\n• Issues raised surrounding the assessment and\nremaining 105 complaints being progressed to closure.\naudit processes particularly for COVID-19\nStimulus programs\n• Matters relating to the outcome of audits and\nassessments across all programs\n• Requests for late applications for grant and rebate\nDuring We received Feedback on\nfinancial support programs that have closed across\n2022–2023 more than experience all grants\n• Processing and payment delays for grants and\nfinancial support across all grants and rebates\n• Issues relating to withdrawal claims submitted for the\n160.2M 2.27M 96.9%\nSmall Business Fees and Charges Rebate including\nqueries on the correct information to include and\npathways to resubmit.\nassisted customers customers provided feedback customer satisfaction score\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [pages 22,23,24,25]\n5 complaints being progressed to closure.\naudit processes particularly for COVID-19\nStimulus programs\n• Matters relating to the outcome of audits and\nassessments across all programs\n• Requests for late applications for grant and rebate\nDuring We received Feedback on\nfinancial support programs that have closed across\n2022–2023 more than experience all grants\n• Processing and payment delays for grants and\nfinancial support across all grants and rebates\n• Issues relating to withdrawal claims submitted for the\n160.2M 2.27M 96.9%\nSmall Business Fees and Charges Rebate including\nqueries on the correct information to include and\npathways to resubmit.\nassisted customers customers provided feedback customer satisfaction score\n42 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 43\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Net incurred insurance claims cost ($) I, Greg Wells, Chief Executive, am of the opinion that Service NSW has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit and Risk\nLine of business 2022–23 Line of business 2022–23\nManagement Policy for the General Government Sector, specifically:\nWorkers Compensation 141 Workers Compensation $1,836,864\nFor each requirement, please\nMotor Vehicle 11 Motor Vehicle $17,558 Core requirements specify whether compliant,\nnon-compliant, or in transition\nProperty 3 Property $1,579,031\nRisk Management Framework\nGeneral Liability 10 General Liability $48,907\n1.1 The Accountable Authority shall accept ultimate responsibility and accountability Compliant\nTotal 165 Total $3,482,360 for risk management in the agency.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- Membership\nThe independent chair and members of the Audit and Risk Committee are:\n• Independent Chair, Josephine Rozman 12 October 2021 to 11 October 2024\n• Independent Member, Stephen Horne, 1 July 2016 to 30 June 2024\n• Independent Member, Gary Blair, 1 April 2020 to 31 March 2026\nGreg Wells\nChief Executive Officer\n4 September 2023\n62 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 63\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 3]\nContents\nAcknowledgement of Country 6 Digital Services planning forums 25\nLetter to the Minister 7 Service Delivery 26\nMessage from the Chief Executive Officer 8 Driver Testing 26\n1 Overview 10 Improved access for Aboriginal, rural and\nremote communities 27\nAbout Service NSW 11\nAward winning Contact Centre 27\nWhat we do 11\nCase Study 1 28\nOur Commitment to our customers 12\nKangaroo Bus 28\nOur commitment to our partner agencies 12\nDigital Services 29\nOur commitment to government 12\nCase Study 2 30\nAuthorising legislation 12\nDriver Knowledge Test Online 30\nManagement structure – FY2023-24 13\nCyber Security Operations 31\nEvents arising after the end of the\nannual reporting period 13 Risk, Strategy and Customer Support 32\nExecutive Leadership Team 14 Disaster Preparation and Recovery 36\nOur Network 16 Recovery Centres and Recovery\nAssistance Points 36\n2 Strategy 17\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [Page 4]\nContents\nCase Study 3 47 Industrial relations policies and practices 58\nPaws and Think Dog Training 47 Legal change 58\nCase Study 4 47 Significant judicial decisions 58\nLearnopolis 47 Risk Management and Insurance 59\nLeading Community Engagement 48 Service NSW Audit and Risk Committee 59\nSupport for charities 48 Risk Management 59\nAboriginal Artwork 49 Climate Risk 59\nOur People Matter 50 Insurance 60\nPeople Matter Employee Survey (PMES) 50 Claims Performance 60\nPMES Working Group 50 Internal audit and risk management policy\nattestation 61\nTAFE learning opportunities 50\nPrivacy 62\nBravo Awards 51\nAccess request applications under section 14\nService NSW Awards 51\nof the Privacy and Personal Information\nProtections Act 1998 (PPIP Act).\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Executive Officer. • implementation of the Public Interest Disclosures Act\n2022 into Service NSW’s operating processes for all\nDuring financial year 2023–24 the Committee met 8 times\nbusiness areas, in collaboration with DCS, to address\n(5 times in 2023 and three times in 2024) to provide\ncompliance risk with the new provisions.\noversight of financial reporting, risk management,\ninternal and external audit activities, and the operational • completion of a Service NSW business continuity\nmanagement of Service NSW. exercise to evaluate our readiness to respond to\ndisruption events and to provide insights on potential\nMembers of the Committee are listed in the Service NSW\nimprovements for the future.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Membership\nFor the 2023-24 reporting period, the independent chair and members of the Audit and Risk Committee were:\nRole Name Start Term Date Finish Term Date\nIndependent Chair Josephine Rozman 12 October 2021 11 October 2024\nIndependent Member Gary Blair 1 April 2020 31 March 2026*\nIndependent Member Stephen Horne 1 July 2016 30 June 2024*\nIndependent Member Robyn Gray 9 May 2024 8 May 2027\nIndependent Member Wayne Evans 9 May 2024 8 May 2027\n*Includes extended term of appointments\nGraeme Head Agency Contact Officer\nSecretary Tim McGregor\nDepartment of Customer Service Director Governance, DCS GRA Governance\ntim.mcgregor@customerservice.nsw.gov.au\nDate: 24/10/2024\nService NSW | Annual Report 2023–24 61\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- [Page 4]\nContents\nGovernment Information (Public Access)\nAct 2009 (GIPA Act) requirements 54\nGovernment Information (Public Access)\nstatistics 55\nRisk management 59\nInsurance activities 59\nInternal audit and risk management\nattestation statement 61\n5 Sustainability 62\nDisability inclusion action plans 63\nModern Slavery Act 2018 requirements 63\nWork health and safety 64\nMental health and wellbeing support 65\nWorkforce diversity 67\n6 Financial performance 75\nTime for payment of accounts 76\nAnnual financial statements 1\nStatement by the Secretary 2\nIndependent Auditor’s Report 3\nFinancial Statements 5\nCosts and benefits associated with\nmachinery of government changes 40\nCompliance Index 40\nAppendix A: List of tables 44\nAppendix B: Executive leadership team profile 46\n4 Service NSW | Annual Report 2024–25\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 60]\nInsurance Oversight and Reporting Table 25: Net incurred insurance claims cost in ($) *\nIn line with our obligations under the NSW Treasury\nLine of business FY2024-25\nPolicy Paper TPP20-08: Internal Audit and Risk\nManagement Policy for the General Government Sector,\nGeneral liability $68,067\nService NSW provides regular updates to its Audit and\nRisk Committee (ARC) about insurance arrangements and\nMotor vehicle $58,573\nexposures.\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 61]\nInternal audit and risk management attestation statement\nInternal audit and risk management attestation statement\n81\n81\nService NSW | Annual Report 2024–25 61\n82\n82\n82\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- [Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- General Government Sector (TPP20-08) and aligns our quarterly on the risk-based internal audit plan, and the primarily provided through participation in the NSW\nMembers of the Committee are listed in the Service NSW Risk Management Framework with the ISO3100:2018 Risk progress towards completion of the plan, as well as the Treasury Managed Fund (TMF), the NSW Government\nInternal Audit and Risk Management Policy Attestation Management Standard. implementation of audit recommendations. self-insurance scheme.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 61]\nInternal Audit and Risk Management Attestation Statement for the 2023-2024\nFinancial Year for Service NSW\nI, Graeme Head, Secretary of the Department of Customer Service (Secretary), am of the opinion that\nService NSW has internal audit and risk management processes in operation that are compliant with the\nseven (7) Core Requirements set out in the Internal Audit and Risk Management Policy for the General\nGovernment Sector, specifically:\nFor each requirement,\nplease specify whether\nCore Requirements compliant, non-\ncompliant, or in\ntransition\nRisk Management Framework\nThe Accountable Authority shall accept ultimate responsibility and accountability for\n1.1 Compliant\nrisk management in the agency.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n\n## Corporate Values and Operating Culture\n\n- Digital Services 26\nDisaster preparation and recovery 28\nOur values • Passion\nDelivering with our partners 32\n• Teamwork\nService NSW for Business 34\n• Accountability\nLeading community engagement 38\n• Service\nOur People Matter/PMES 40\n• Integrity\n• Trust Customer response 42\nManagement and accountability 49\nSustainability 65\nFinancial performance 76\nAuthor Service NSW\nFurther information © Service NSW.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\n- [Page 3]\nContents\nAcknowledgement of country 5 Delivering with partners 30\nLetter of submission 6 Case Study 4 31\nMessage from the Secretary 7 Enterprise Risk and Enablement 32\n1 Overview 8 Digital Services 33\nAbout Service NSW 9 Case Study 5 35\nOur purpose, vision, values and commitments 9 Cyber Security 36\nAuthorising legislation 10 Customer feedback and insight 37\nManagement structure – FY2024–25 BRAVO and Service NSW 2024 Awards 38\n(as at 30 June 2025) 11\nPerformance metrics 39\nExecutive Leadership Team 11\nHow the agency approaches innovation\n2 Strategy 12 and continuous improvement 40\nStrategic objectives and outcomes 13 Leading community engagement 41\nCurrent and future strategic plans 14 Infrastructure program 42\nSystems and processes to measure Major assets, acquisitions and disposals 43\nthe target outcomes 14\n4 Management and accountability 45\nResource allocation to implement\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Extensive review of disaster deployment divisional\nData Governance\nprocesses, risk exposures and compliance obligations\nto verify that WHS risks within the disaster deployment\nService NSW continued to build upon its mission to\nlifecycle are fully considered and controls are effective.\nprotect and value information, data and records and\nThis included working closely with the business to\nmanages data as an asset to best serve our customers.\ndevelop hazards assessment checklists, process updates,\nDuring the year, the data governance team developed WHS manual and safe work instructions for mobile\na comprehensive Data Governance Strategy 2023-26 workers, and training revisions.\nwhich complements the Service NSW Data Strategy,\nCollaborating with Service Delivery on an organisational\nand they implemented the Retention and Disposal of\nsecurity risk review, and related programs to determine\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Contract Assets Additions 273 - 21,400 21,673\nTransfers to / from WIP / Intangible 17,713 8,938 (26,632) 19\n2024 2023 Disposal of plant and equipment - - (182) (182)\n$'000 $'000 Depreciation expense (15,411) (6,672) - (22,083)\nNet carrying amount at end of year 67,992 12,433 7,756 88,181\nContract assets - current 3,681 4,215\nAt 30 June 2024 - fair value\nContract assets relate to Service NSW’s right to consideration in exchange for services transferred to customers/work Gross carrying amount 171,958 31,422 7,756 211,136\ncompleted, but not billed at the reporting date in respect of services provided to partner agencies.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Right-of-use expenses under leases\nDepreciation is provided for on a straight-line basis for all depreciable assets so as to write off the depreciable amount of\nThe following amounts were recognised in the statement of comprehensive income during the period in respect of leases\neach asset as it is consumed over its useful life to Service NSW.\nwhere the entity is the lessee:\n2024 2023\nAll material separately identifiable components of assets are depreciated over their useful lives of years at the following\n$'000 $'000\nrates:\n2024 2023\nDepreciation expense of right-of-use assets 224 208\n- Plant and equipment 3-5 3-5 Interest expense on lease liabilities 15 33\n- Leasehold improvements * * Expense relating to short-term leases 8,321 10,291\nExpense relating to leases of low-value assets 3,988 6,407\n* Shorter of lease term or 10 years.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Long service leave 6,186 5,135\n11,070 10,511 Long service leave is measured at the present value of expected future payments to be made in respect of services provided\nup to reporting date in accordance with AASB 119.\n Source: `annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)`\n- Right-of-use expenses under leases\nThe following amounts were recognised in the statement of comprehensive income during the period in respect of leases\nwhere Service NSW is the lessee:\n2025 2024\n$'000 $'000\nDepreciation expense of right-of-use assets 333 224\nInterest expense on lease liabilities 24 15\nExpense relating to short-term leases 12,124 8,321\nExpense relating to leases of low-value assets 3,153 3,988\nVariable lease payments, not included in the measurement of lease liabilities 760 820\nTotal amount recognised in the statement of comprehensive income 16,394 13,368\nService NSW had total cash outflows for leases of $16.4 million in 2025 (2024: $13.5 million).\n Source: `annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)`\n- Net incurred insurance claims cost ($) I, Greg Wells, Chief Executive, am of the opinion that Service NSW has internal audit and risk management\nprocesses in operation that are compliant with the seven (7) Core Requirements set out in the Internal Audit and Risk\nLine of business 2022–23 Line of business 2022–23\nManagement Policy for the General Government Sector, specifically:\nWorkers Compensation 141 Workers Compensation $1,836,864\nFor each requirement, please\nMotor Vehicle 11 Motor Vehicle $17,558 Core requirements specify whether compliant,\nnon-compliant, or in transition\nProperty 3 Property $1,579,031\nRisk Management Framework\nGeneral Liability 10 General Liability $48,907\n1.1 The Accountable Authority shall accept ultimate responsibility and accountability Compliant\nTotal 165 Total $3,482,360 for risk management in the agency.\n Source: `annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)`\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- `annual-reports/2022-23.pdf` - annual-reports - https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf\n- `annual-reports/2023-24.pdf` - annual-reports - https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf\n- `annual-reports/2024-25.pdf` - annual-reports - https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf\n- `pages/annual-reports-index.html` - pages - https://www.service.nsw.gov.au/about-us/annual-reports\n- `pages/annual-reports-index__00.html` - pages - https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf\n- `pages/annual-reports-index__01.html` - pages - https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf\n- `pages/annual-reports-index__02.html` - pages - https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf\n- `pages/annual-reports-index__03.html` - pages - https://www.service.nsw.gov.au/system/files?file=2022-12/service-nsw-annual-report-2021-22.pdf\n- `pages/annual-reports-index__04.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-11/service-nsw-annual-report-2020-21.pdf\n- `pages/annual-reports-index__05.html` - pages - https://www.service.nsw.gov.au/system/files?file=2020-12/annual-report-2019-20.pdf\n- `pages/annual-reports-index__06.html` - pages - https://www.service.nsw.gov.au/system/files?file=2020-01/25660_AnnRpt_18-19_FINAL_ACCESS.pdf\n- `pages/annual-reports-index__07.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-10/SNSW%20Annual%20Report%20-%20FINAL%20%285%29%20%281%29.pdf\n- `pages/annual-reports-index__08.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-10/Annual%20Report%20FINAL%20-%202016-17.pdf\n- `pages/annual-reports-index__09.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-10/SNSW%20Annual%20Report%202015-16%20LoRes.pdf\n- `pages/annual-reports-index__10.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-10/Service%20NSW%20Annual%20Report%202014-15.pdf\n- `pages/annual-reports-index__11.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-10/Service%20NSW%20Annual%20Report%202013-14.pdf\n- `pages/annual-reports-index__12.html` - pages - https://www.service.nsw.gov.au/system/files?file=2021-08/Service%20NSW%202012-13%20Annual%20Report.pdf\n- `pages/contact.html` - pages - https://www.service.nsw.gov.au/contact-us\n- `pages/homepage.html` - pages - https://www.service.nsw.gov.au/\n- `other-pdfs/45071265-customer-number-application-private.pdf` - other-pdfs - https://tfnswforms.transport.nsw.gov.au/45071265-customer-number-application-private.pdf\n- `other-pdfs/45071414-request-for-a-modified-licence.pdf` - other-pdfs - https://tfnswforms.transport.nsw.gov.au/45071414-request-for-a-modified-licence.pdf\n- `other-pdfs/ad4747c.pdf` - other-pdfs - https://ablisfiles.business.gov.au/newsouthwales/resource/ad4747c.pdf\n- `other-pdfs/ap4747.pdf` - other-pdfs - https://ablisfiles.business.gov.au/newsouthwales/resource/ap4747.pdf\n- `other-pdfs/apply-for-name-change-adult.pdf` - other-pdfs - https://www.nsw.gov.au/sites/default/files/2024-12/apply-for-name-change-adult.pdf\n\n## Gaps To Fix\n\n- No corporate plan text source found.\n- No global comparison/case-study sources found.", "legislation_md": "# Service NSW - Acts and Legislation Discovery\n\n**Generated at**: 2026-05-09T21:28:07.826295+00:00\n**Entity ID**: S-NSW-037\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: 24\n- Unique legislation references found: 50\n\n| Type | Count |\n|---|---:|\n| Act | 42 |\n| Regulation | 8 |\n\n## Legislation References\n\n### Government Sector Finance Act 2018\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 14\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Finance+Act+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- e NSW Annual Report 2022–23\nIslander custodianship of Country and cultures.\nI am pleased to submit the annual report for Service NSW for the year ended 30 June 2023 for\npresentation to Parliament.\nThis report has been prepared in accordance with Part 7 of the Government Sector Finance Act 2018\nThe ‘Connecting Communities’ artwork used here is by and the Government Sector Finance Regulation 2018.\nAlison Williams, a proud Gumbaynggirr woman.\nDue to delays arising from completion of the audited Service NSW financial statements, an\napplication for exte\n Source: `annual-reports/2022-23.pages.jsonl`\n- by and the Government Sector Finance Regulation 2018.\nAlison Williams, a proud Gumbaynggirr woman.\nDue to delays arising from completion of the audited Service NSW financial statements, an\napplication for extension of time to submit this report was made under Government Sector Finance\nAct 2018, this extension was granted up until the 30th November 2023.\nSincerely,\nGGrreegg WWeellllss\nChief Executive Officer\nService NSW\nGPO Box 7057 Sydney NSW 2001 • service.nsw.gov.au • 13 77 88 • info@service.nsw.gov.au • ABN 37 552 837 401\n4 Service NSW Annual Re\n Source: `annual-reports/2022-23.pages.jsonl`\n- fy with having a disability\n74 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 75\n\n[page 39]\nFinancial\nperformance\nOFFICIAL: Sens itive - NSW Government\nStatement by the Chief Executive Officer\nService NSW\nPursuant to Section 7.6(4) of the Government Sector Finance Act 2018 (the Act), I state that these financial\nstatements:\n- have been prepared in accordance with the Australian Accounting Standards and the applicable\nrequirements of the Act, the Government Sector Finance Regulation 2018 and the Treasurer’s\ndirections, and\n- pre\n Source: `annual-reports/2022-23.pages.jsonl`\n- t material misstatements.\n• have been prepared in accordance with Australian Accounting Standards and the applicable Misstatements can arise from fraud or error. Misstatements are considered material if, individually or\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the in aggregate, they could reasonably be expected to influence the economic decisions users take\nGovernment Sector Finance Regulation 2018 (GSF Regulation) and the Treasurer's Directions based on the financial statements.\n• presents fairly Servic\n Source: `annual-reports/2022-23.pages.jsonl`\n- ual basis\nNet cash from operating activities 23 6,463 65,532 58,292\nand in accordance with:\n• applicable Australian Accounting Standards (AAS) (which include Australian Accounting Interpretations)\nCash flows from investing activities • the requirements of the Government Sector Finance Act 2018 (GSF Act), the Government Sector Finance Regulation\nProceeds from sale of intangibles - - 201 2018 and\nPurchase of plant and equipment (14,152) (28,397) (2,289) • Treasurer’s Directions issued under the GSF Act.\nPurchase of intangibles (26,905) (20,091) (40,4\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Government Information (Public Access) Act 2009\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 11\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Information+%28Public+Access%29+Act+2009\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n- `other-pdfs/ap4747.pages.jsonl`\n\n**Evidence contexts**:\n- Service NSW or its customers during the 2022–23\nAdditionally, engaged and collaborated with\nfinancial year.\nmultiple government agencies and partners.\n52 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 53\n\n[page 28]\nGovernment Information (Public Access) Act 2009 (GIPA Act) Government Information (Public Access) statistics\nThe GIPA Act requires NSW Government agencies to make mandatory disclosures of information, encourages During 2022–23, Service NSW received 217 access applications, including withdrawn applications,\n Source: `annual-reports/2022-23.pages.jsonl`\n- ts 77 Payment of accounts Payment of accounts 44\nFunds granted to non-government community Funds granted to non-government community 45 Privacy and Personal Information Protection Act 1998 Privacy 58\norganisations organisations (PPIPA)\nGovernment Information (Public Access) Act 2009 Government Information (Public Access) Act 2009 54 Promotion Overseas travel 52\n(GIPA Act) (GIPA Act)\nPublic interest disclosures (PID) Public interest disclosures 59\nHuman resources Workforce 50\nResearch and development Research and development 48\nMovements\n Source: `annual-reports/2022-23.pages.jsonl`\n- Funds granted to non-government community Funds granted to non-government community 45 Privacy and Personal Information Protection Act 1998 Privacy 58\norganisations organisations (PPIPA)\nGovernment Information (Public Access) Act 2009 Government Information (Public Access) Act 2009 54 Promotion Overseas travel 52\n(GIPA Act) (GIPA Act)\nPublic interest disclosures (PID) Public interest disclosures 59\nHuman resources Workforce 50\nResearch and development Research and development 48\nMovements in wages, salaries or allowances 52\nRisk managem\n Source: `annual-reports/2022-23.pages.jsonl`\n- ns Act 1998 (PPIP Act). 62\nCustomer Response 52\nApplications for internal review of the conduct\nService Delivery 52\nof Service NSW under section 53(1) of the PPIP\nService NSW Business Bureau 53 Act 62\n4 Management and Accountability 54 Government Information (Public Access) Act 2009\n(GIPA Act) 63\nWorkforce Profile 55\nReview of proactive release program 63\nSenior Executive 55\nGovernment Information (Public Access) Statistics 64\nFemale senior executive roles 55\nExternal costs of Annual Report Production 67\nNumber of Executive offices and r\n Source: `annual-reports/2023-24.pages.jsonl`\n- cess) Act 2009\nour website and social media channels. This included\ninformation about NSW Government assistance programs\n(GIPA Act)\nand services, statistics, guidelines, fact sheets, annual\nreports, news updates and media releases.\nThe Government Information (Public Access) Act 2009\n(the GIPA Act) mandates NSW Government agencies Examples of information and tools proactively released\nto disclose information, encourages the proactive release during the year include:\nof information and provides mechanisms for individuals\n• maintained the S\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Modern Slavery Act 2018\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 11\n**Register search**: https://legislation.nsw.gov.au/search?query=Modern+Slavery+Act+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- orting period to better\nprepare Service NSW to respond to an incident in a coordinated and effective manner.\nGreg Wells,\nChief Executive Officer, Service NSW\n1 September 2023\n64 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 65\n\n[page 34]\nModern Slavery Act 2018 (NSW) • The Work Health and Safety Management System – • Through the DCS partnership with Fitness Passport, A • During 2022-23, there were 141 incidents within\nour overarching system of policies and procedures, Fitness Passport is available at a reduced cost,\n Source: `annual-reports/2022-23.pages.jsonl`\n- year (2021-22). Of the 141 claims\nof Customer Service. Further information about how DCS seeking feedback from staff. The management system lodged, 64% (91) were nonreportable claims (claims\n• The Illness Prevention Strategy includes several\ncomplies with the Modern Slavery Act 2018 can be found aims at systematically managing health and safety at incidents with no payments and nil estimates that are\nkey measures to reduce the risk of illness in our\nin their annual report. work and which can help to minimise the risk of injury not or not\n Source: `annual-reports/2022-23.pages.jsonl`\n- llowances 52\nRisk management and insurance activities Risk management, attestation and insurance activities 60\nPersonnel policies and practices 53\nSummary review of operations Message from the CEO 8\nIndustrial relations policies and practices 77\nWhat we do 11\nModern Slavery Act 2018 reporting 66\nHighlights of our year 19\nIdentification of audited financial statements Financial statements 77\nTime for payment of accounts Time for payment of accounts 44\nInclusion of unaudited financial statements Financial statements 82\nWork health and safe\n Source: `annual-reports/2022-23.pages.jsonl`\n- roles 55\nExternal costs of Annual Report Production 67\nNumber of Executive offices and remuneration 56\nAccess 67\nWorkplace profile by employment category 56\n5 Sustainability 68\nPayments to consultants 57\nDisability Inclusion Action plan 69\nOverseas travel 57\nModern Slavery Act 2018 (NSW) reporting 70\nPersonnel policies and practices 58\nWork Health and Safety 70\nPositive and Productive Workplace Policy 58\nWork Health and Safety (WHS) 70\n4 Service NSW | Annual Report 2023–24\n\n[page 5]\nContents\nIncident Management 71 Financial Statements 1\n Source: `annual-reports/2023-24.pages.jsonl`\n- es which can be used\nto draw the customer’s attention towards the camera.\nThe initiative was introduced into all Service Centres\nin February 2024 so customers can seek assistance\nwith having their photo taken.\nService NSW | Annual Report 2023–24 69\n\n[page 70]\nModern Slavery Act 2018 • continuing to develop and promote mandatory training\nand ensure all staff (including contractors) are current\n(NSW) reporting\nand up to date with work health and safety key\nresponsibilities and policies\nService NSW is an executive agency of the Department\n•\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Home Building Act 1989\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 5\n**Register search**: https://legislation.nsw.gov.au/search?query=Home+Building+Act+1989\n\n**Sources**:\n- `other-pdfs/ad4747c.pages.jsonl`\n- `other-pdfs/ap4747.pages.jsonl`\n\n**Evidence contexts**:\n- ion\n5. Insurance\nInsurance under the Home Building Compensation Fund (previously known as Home Warranty Insurance) – only\napplicable for Contractor Licences applying for a Building Work catagory\nI have read and am aware of the insurance requirements under the Home Building Act 1989.\nhttps://www.sira.nsw.gov.au/insurance-coverage/home-building-compensation-insurance\nI am enclosing a current certificate of eligibility to obtain insurance under the Home Building Compensation Fund\nOR OR\nI do not have a current certificate of eligibility and\n Source: `other-pdfs/ad4747c.pages.jsonl`\n- list is an aid for your application. The information submitted by you in your application must meet the approved requirements in accordance\nwith the Mutual Recognition Act (New South Wales) Act 1992, Trans Tasman Mutual Recognition (New South Wales) Act 1996, Home Building Act 1989, Home\nBuilding Regulations 2014 and the Licensing and Registration (Uniform Procedures) Act 2002 as applicable at the time of any application.\nAll Fair Trading application forms, referee statement forms, additional details forms and administrative forms are a\n Source: `other-pdfs/ad4747c.pages.jsonl`\n- misleading information, or producing false or misleading\ndocuments is a serious offence which may render you liable to prosecution for offences including under the\nCrimes Act which may result in penalties including a fine or imprisonment.\nUnder s.43(1) of the Home Building Act 1989 the Commissioner may cancel a licence if it is later discovered that a\nlicence holder misrepresented information in their licence application.\nRead and sign the declaration below and submit your application, supporting documents, POI documents and fee\nfor ass\n Source: `other-pdfs/ap4747.pages.jsonl`\n- der the Crimes Act to deliberately make false or misleading statements\n• this application and the information provided in this form remains the property of the NSW Government\n• information will be placed on a register open to the public in accordance with the Home Building Act 1989 and\navailable under the Government Information (Public Access) Act 2009\n• failure to supply information required on this form may delay the processing of this application\n• I have a right to seek access to and correct any information I have supplied.\nHB001 –\n Source: `other-pdfs/ap4747.pages.jsonl`\n- of the application process.\nWe are collecting your personal information for the following purposes:\n1. To process your application for a Contractor Licence (Q), Qualified Supervisor Certificate or Tradesperson\nCertificate under Part 3, Division 1 and 2 of the Home Building Act 1989.\n2. Internal administrative purposes, including liaising with you in relation to your application.\n3. We may use the information to support more informed policy making, program management, evaluation, research\nand service planning as it can facilitate more ef\n Source: `other-pdfs/ap4747.pages.jsonl`\n\n### Authorised Transactions) Act 2015\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://legislation.nsw.gov.au/search?query=Authorised+Transactions%29+Act+2015\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ndations to the original decision-maker.\nInformation about authorised transactions under Electricity Network Assets The data in this case indicates that a recommendation to vary or uphold the original decision has been made by the Information Commissioner.\n0\n(Authorised Transactions) Act 2015\nTable 20. Applications for review under Part 5 of the GIPA Act (by type of applicant)\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016 Applicant Number of applications for review\n3. More th\n Source: `annual-reports/2022-23.pages.jsonl`\n- ort safety 0\nAdoption 0\nCare and protection of children 0\nMinisterial code of conduct 0\nAboriginal and environmental heritage 0\nInformation about complaints to Judicial Commission 0\nInformation about authorised transactions under Electricity Network Assets\n0\n(Authorised Transactions) Act 2015\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016\n3. More than one public interest consideration may apply in relation to a particular access application and, if so, each such consideration\n Source: `annual-reports/2023-24.pages.jsonl`\n- ort safety 0\nAdoption 0\nCare and protection of children 0\nMinisterial code of conduct 0\nAboriginal and environmental heritage 0\nInformation about complaints to Judicial Commission 0\nInformation about authorised transactions under Electricity Network Assets\n0\n(Authorised Transactions) Act 2015\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016\n3. More than one public interest consideration may apply in relation to a particular access application and, if so, each such consideration\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Authorised Transactions) Act 2016\n\n**Type**: Act\n**Confidence**: high\n**Mentions**: 3\n**Register search**: https://legislation.nsw.gov.au/search?query=Authorised+Transactions%29+Act+2016\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- sion has been made by the Information Commissioner.\n0\n(Authorised Transactions) Act 2015\nTable 20. Applications for review under Part 5 of the GIPA Act (by type of applicant)\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016 Applicant Number of applications for review\n3. More than one public interest consideration may apply in relation to a particular access application and, if so, each such consideration is to be\nApplications by access applicants 3\nrecorded (but only once per ap\n Source: `annual-reports/2022-23.pages.jsonl`\n- ritage 0\nInformation about complaints to Judicial Commission 0\nInformation about authorised transactions under Electricity Network Assets\n0\n(Authorised Transactions) Act 2015\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016\n3. More than one public interest consideration may apply in relation to a particular access application and, if so, each such consideration is to be\nrecorded (but only once per application). This also applies in relation to Table E.\nService NSW | Annual Repor\n Source: `annual-reports/2023-24.pages.jsonl`\n- ritage 0\nInformation about complaints to Judicial Commission 0\nInformation about authorised transactions under Electricity Network Assets\n0\n(Authorised Transactions) Act 2015\nInformation about authorised transactions under Land and Property Information NSW\n0\n(Authorised Transactions) Act 2016\n3. More than one public interest consideration may apply in relation to a particular access application and, if so, each such consideration is to be\nrecorded (but only once per application). This also applies in relation to Table 19.\n56 Service NSW | Annual R\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Access to Government Services) Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Access+to+Government+Services%29+Act+2013\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- al change\nPerformance Improvement Plan).\nOverseas visits undertake by our officers and employees during 2022–23 and the main purpose of these visits: A total of 88 (17 of which were still open as at 1 July No amendments were made to the Service NSW (One-\nstop Access to Government Services) Act 2013 during the\n2023) employee relations matters were actioned in the\nTable 10. Number of Executive officers and remuneration\n2022–23 financial year.\n2022–23 financial year. The matters related to conduct,\nDate Officer Destination Purpose performance, probationary\n Source: `annual-reports/2022-23.pages.jsonl`\n- review of the conduct of Service\nthe PPIP Act, the Health Records and Information Privacy NSW under section 53(1) of the PPIP Act\nMaladministration – – –\nAct 2002 (HRIP Act) and the Service NSW (One-stop\nAdditionally, Service NSW completed three requests for\nAccess to Government Services) Act 2013. Serious and substantial\ninternal review under the PPIP Act. These internal reviews – – –\nwaste\nwere handled in line with guidance issued by the IPC.\nGovernment information\n– – –\ncontravention\nLocal government\npecuniary interest – – –\ncontraventions\nNumber of\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### One-stop Access to Government Services) Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=One-stop+Access+to+Government+Services%29+Act+2013\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- me when I need to know something Authorising legislation BARHAM DENIIQUIN FINLEY TUMBARUMBA BATEMANS BAY\nLet me know what the outcomes could be\nMOAMA COROWA ALBURY MORUYA\nService NSW’s authorising legislation is the Service NSW\nNAROOMA\nResolve the situation (One-stop Access to Government Services) Act 2013, which SYDNEY COOMA BEGA\nBe accountable for your actions came into effect on 21 June 2013. BOMBALA\nHORNSBY WARRIEWOOD EDEN\nBe clear in decision-making Service NSW is an executive agency related to the SCHOFIELDS\nCASTLE HILL\nReach an outcome Department of Cust\n Source: `annual-reports/2022-23.pages.jsonl`\n- ghtforward\nperforming organisation.\nExplain what to expect\nBe clear about what steps are involved Authorising legislation\nContact me when I need to know something\nService NSW’s authorising legislation is the Service NSW\nLet me know what the outcomes could be\n(One-stop Access to Government Services) Act 2013, which\ncame into effect on 21 June 2013. The primary purpose\nResolve the situation\nof Service NSW is to facilitate the provision of one-\nBe accountable for your actions stop access to government services. Service NSW is an\nBe clear in decision-making executiv\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Service NSW (One-stop Access to Government Services) Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Service+NSW+%28One-stop+Access+to+Government+Services%29+Act+2013\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- ibilities.\nTable 16: Matters before NSW Industrial Relations\nCommission\nType of Matter Quantity\nUnfair Dismissal 3\nIndustrial Dispute 1\nPublic Sector Disciplinary Appeals 1\nLegal change\nDuring financial year 2023-24 no amendments were\nmade to the Service NSW (One-stop Access to Government\nServices) Act 2013 or the Service NSW (One-stop Access\nto Government Services) Regulation 2022.\nSignificant judicial decision\nThere were no significant judicial decisions to report\nduring financial year 2023-24.\n58 Service NSW | Annual Report 2023–24\n\n[page 59]\nRisk Management\n Source: `annual-reports/2023-24.pages.jsonl`\n- ovided to the IPC\nas part of this process.\nTogether these key documents demonstrate how\nService NSW meets our privacy obligations when\nhandling information under the PPIP Act, the Health\nRecords and Information Privacy Act 2002 (HRIP Act)\nand the Service NSW (One-stop Access to Government\nServices) Act 2013. Service NSW uses ‘privacy by design’\nprinciples to embed good privacy practices into the way\nour products or services are designed. We generally\nuse Privacy Impact Assessments (PIA) to operationalise\nprivacy by design principles.\n62 Service NSW | Annual Repo\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Service NSW (One-stop Access to Government Services) Regulation 2022\n\n**Type**: Regulation\n**Confidence**: medium\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Service+NSW+%28One-stop+Access+to+Government+Services%29+Regulation+2022\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- on\nType of Matter Quantity\nUnfair Dismissal 3\nIndustrial Dispute 1\nPublic Sector Disciplinary Appeals 1\nLegal change\nDuring financial year 2023-24 no amendments were\nmade to the Service NSW (One-stop Access to Government\nServices) Act 2013 or the Service NSW (One-stop Access\nto Government Services) Regulation 2022.\nSignificant judicial decision\nThere were no significant judicial decisions to report\nduring financial year 2023-24.\n58 Service NSW | Annual Report 2023–24\n\n[page 59]\nRisk Management and Notable risk management activities during financial year\n2023-24 include\n Source: `annual-reports/2023-24.pages.jsonl`\n- th the baseline to develop recommended actions to\nDuring financial year 2024-25 no amendments were\nraise maturity levels across a variety of attributes and\nmade to the Service NSW (One-stop Access to Government\nelements.\nServices) Act 2013 or the Service NSW (One-stop Access\nto Government Services) Regulation 2022. Service NSW publishes a Privacy Management Plan\nand Data Breach Policy on our website in line with\nSignificant judicial decision requirements under sections 33 and 59ZD of the PPIP\nAct. In addition, Service NSW has a range of documents\nThere were no signific\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Access to Government Services) Regulation 2018\n\n**Type**: Regulation\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Access+to+Government+Services%29+Regulation+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- November 2022 Executive Director – Cambridge, USA (only Attended the Massachusetts Institute of and medical retirements. Regulation repeals and replaces the Service NSW (One-\nDigital Services accommodation funded Technology to enhance domain expertise in\nstop Access to Government Services) Regulation 2018,\nby Service NSW) order to support advancements in the Service\nwhich would otherwise be repealed on 1 September 2023\nNSW Digital Capability.\nby the Subordinate Legislation Act 1989, section 10(2).\nJune 2023 Executive Director – New Zealand (only Attended the C\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Government Services) Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Services%29+Act+2013\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- actioned during the same period. The significant increase During the financial year 2024–25, Service NSW\nin case numbers compared with previous years is due to administered the Service NSW (One-stop Access to\nthe implementation of a new case management system Government Services) Act 2013 and the Service NSW\nin the financial year 2024–25, which has led to more (One-stop Access to Government Services) Regulation\naccurate and comprehensive reporting. 2022.\nFlexible working policy\nService NSW utilises the Department of Customer\nService Flexible W\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### NSW (One-stop Access to Government Services) Act 2013\n\n**Type**: Act\n**Confidence**: medium\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=NSW+%28One-stop+Access+to+Government+Services%29+Act+2013\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- e when I need to know something\nCharter\nLet me know what the outcomes could be\nResolve the situation\nAuthorising legislation\nBe accountable for your actions\nBe clear in decision-making\nService NSW’s authorising legislation is the Service\nReach an outcome NSW (One-stop Access to Government Services) Act 2013,\nwhich came into effect on 21 June 2013. The primary\nEngage the community purpose of Service NSW is to facilitate the provision of\none-stop access to government services. Service NSW\nListen to the community to understand\nis an executive agency related to the\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Act, the Government Sector Finance Regulation 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Act%2C+the+Government+Sector+Finance+Regulation+2024\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- year ended 30 June 2025\nPursuant to Section 7.6(4) of the Government Sector Finance Act 2018 (the Act), I state that these financial\nstatements:\n- have been prepared in accordance with the Australian Accounting Standards and the applicable\nrequirements of the Act, the Government Sector Finance Regulation 2024 and the Treasurer’s\ndirections, and\n- present fairly Service NSW’s financial position, financial performance and cash flows for the year\nended 30 June 2025.\nGraeme Head\nSecretary\nDepartment of Customer Service\n30 September 2025\n2 Service NSW | Annual Report 2\n Source: `annual-reports/2024-25.pages.jsonl`\n- nded, and notes to the financial statements,\n- have been prepared in accordance with the Australian Accounting Standards and the applicable\nincluding a Statement of Material Accounting Policy Information, and other explanatory information.\nrequirements of the Act, the Government Sector Finance Regulation 2024 and the Treasurer’s\nIn my opinion, the financial statements:\ndirections, and\n- present fairly Service NSW’s financial position, financial performance and cash flows for the year • have been prepared in accordance with Australian Accounting Standards and the a\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Births, Deaths and Marriages Registration Act 1995\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Births%2C+Deaths+and+Marriages+Registration+Act+1995\n\n**Sources**:\n- `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n**Evidence contexts**:\n- e as of November 2025 Page 2 of 8\n80204_5202_voN_MDB\nRegistry of Births, Deaths & Marriages\nChange of name\nAdult (18 years or older)\nPrivacy How to submit your application\nThe Registry is responsible for the administration of legislation\nBy post\nincluding the Births, Deaths and Marriages Registration Act 1995\nPlease post your completed application, copies of your identity\nand the Relationship Register Act 2010 and the regulations made\ndocuments and any other required documents to:\nunder those Acts. We collect information under those Acts in\norder to register NSW l\n Source: `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n- nduct checks with relevant\nagencies to confirm the information in my application, including the authenticity of supporting documentation.\n• Making false or misleading statements in this application or supporting documents is an offence under Section 57 of the\nBirths, Deaths and Marriages Registration Act 1995 (NSW).\n• Making a false declaration is an offence under Sections 25 and 25A of the Oaths Act 1900 (NSW).\n• Any previously issued certificates will be cancelled and will not be able to be used once a change of name is registered.\nI have read, understood and ag\n Source: `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n### Government Information (Public Access) Regulation 2018\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Information+%28Public+Access%29+Regulation+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- d due to logistic chains\n12,202,924 14,850,000 2019 2023\nCentres challenges\n46 Service NSW Annual Report 2022–23 Service NSW Annual Report 2022–23 47\n\n[page 25]\nManagement and\nMajor assets, acquisitions and disposals\nClause 6(2) of the Government Information (Public\nAccess) Regulation 2018 requires that government\naccountability\ndepartments make publicly available certain additional\n‘open access information’.\nClause 6(2)(a) specifies that this includes a list of the\ndepartment’s major assets, other than land holdings,\nappropriately classified a\n Source: `annual-reports/2022-23.pages.jsonl`\n- ion and provides mechanisms for individuals\nto apply to access government information. For more information on how to\naccess Service NSW information please visit service.nsw.gov.au and search\n‘accessing information’.\nClause 6(2) of the Government Information (Public Access) Regulation 2018\nrequires that government departments make publicly available certain\nadditional ‘open access information’.\nClause 6(2)(a) specifies that this includes a list of the department’s major\nassets, other than land holdings, appropriately classified and highlighting\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Government Sector Employment Act 2013\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Employment+Act+2013\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- ents\nPursuant to legislative amendments effective from 1 July 2024, the Secretary of the Department of Customer\nService became the Accountable Authority of Service NSW. Service NSW remains an executive public service agency\nrelated to the Department under the Government Sector Employment Act 2013.\nOn 1 July 2024 the Secretary informed employees of continuing functional reviews during 2024 and 2025.\nThere are no other known events after the reporting period which would give rise to a material impact on the\nreported results or financial position of Serv\n Source: `annual-reports/2023-24.pages.jsonl`\n- , a proud Gumbaynggirr woman.\n\n[page 6]\n6 Service NSW | Annual Report 2024–25\n\n[page 7]\nMessage from the\nSecretary\nAs Secretary of the Department of Customer\nService, I became the agency head for\nService NSW on 1 July 2024 through changes\nto Schedule 1 of the Government Sector\nEmployment Act 2013. It’s been an intense and\ndemanding year for Service NSW and I want to\nthank all of the staff in Service NSW for their\nunwavering enthusiasm to do the best for the\npeople of New South Wales.\nThis year saw Service NSW continue to provide the\nquality services f\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Government Sector Finance Regulation 2018\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Finance+Regulation+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- it the annual report for Service NSW for the year ended 30 June 2023 for\npresentation to Parliament.\nThis report has been prepared in accordance with Part 7 of the Government Sector Finance Act 2018\nThe ‘Connecting Communities’ artwork used here is by and the Government Sector Finance Regulation 2018.\nAlison Williams, a proud Gumbaynggirr woman.\nDue to delays arising from completion of the audited Service NSW financial statements, an\napplication for extension of time to submit this report was made under Government Sector Finance\nAct 2018, this extension w\n Source: `annual-reports/2022-23.pages.jsonl`\n- fraud or error. Misstatements are considered material if, individually or\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the in aggregate, they could reasonably be expected to influence the economic decisions users take\nGovernment Sector Finance Regulation 2018 (GSF Regulation) and the Treasurer's Directions based on the financial statements.\n• presents fairly Service NSW's financial position, financial performance and cash flows. A description of my responsibilities for the audit of the financial statements is loca\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Government Sector Finance Regulation 2024\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Government+Sector+Finance+Regulation+2024\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- o uinn taincgcoPrdoalincyc eIn wfoitrhm Aautiostnra alinadn oAtchceor uenxtpinlagn Sattaornydainrfdosr manadtio tnh.e applicable\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the\nIn my opinion, the financial statements:\nGovernment Sector Finance Regulation 2024 (GSF Regulation) and the Treasurer's Directions\n•• phraevsee bnetse nfa iprlrye pSaerrevdic ien NaSccWor'sd afinncaen cwiaitlh p Aousistitoranl,i afinn aAncccioaul npteinrfgo rSmtaanndcaer adns da ncadsthh efloawpps.li cable\nfinancial reporting requirements o\n Source: `annual-reports/2023-24.pages.jsonl`\n- osition, financial performance and cash flows for the year • have been prepared in accordance with Australian Accounting Standards and the applicable\nfinancial reporting requirements of the Government Sector Finance Act 2018 (GSF Act), the\nended 30 June 2025.\nGovernment Sector Finance Regulation 2024 (GSF Regulation) and the Treasurer's Directions\n• present fairly Service NSW's financial position, financial performance and cash flows.\nMy opinion should be read in conjunction with the rest of this report.\nBasis for Opinion\nI conducted my audit in accordanc\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Independent Pricing and Regulatory Tribunal Act 1992\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Independent+Pricing+and+Regulatory+Tribunal+Act+1992\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- g that significantly affect operations, or the\ncommunity served.\n• Tallawong Service Centre\nImplementation of price determination\nDisposals\nor recommendation according to section\nNo major assets were disposed of during the financial\nyear 2024-25. 18(4) of the Independent Pricing and\nRegulatory Tribunal Act 1992 (IPART Act)\nFurther information\nNo price determinations were made according to section\nFurther information about Service NSW assets,\n18(4) of the IPART Act for services provided by Service\nacquisitions and disposals can be found in the Financial\nNSW in FY2024\n Source: `annual-reports/2024-25.pages.jsonl`\n- d TPG25-10a Group 1 - Yes 44\nof the annual reporting that Annual Report\nsignificantly affect operations,\nor the community served\nImplementation of TPG25-10a Group 1 - Yes 44\nprice determination or Annual Report\nrecommendation according to\nsection 18(4) of the Independent\nPricing and Regulatory Tribunal\nAct 1992 (IPART Act)\nService NSW | Annual Report 2024–25 41\n\n[page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senio\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Privacy and Personal Information Protection Act 1998\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Privacy+and+Personal+Information+Protection+Act+1998\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n- `other-pdfs/ap4747.pages.jsonl`\n\n**Evidence contexts**:\n- r the reporting period 46 Numbers and remuneration of senior executives Workforce 50\nFinancial statements Financial statements 77 Payment of accounts Payment of accounts 44\nFunds granted to non-government community Funds granted to non-government community 45 Privacy and Personal Information Protection Act 1998 Privacy 58\norganisations organisations (PPIPA)\nGovernment Information (Public Access) Act 2009 Government Information (Public Access) Act 2009 54 Promotion Overseas travel 52\n(GIPA Act) (GIPA Act)\nPublic interest disclosures (PID) Public interest disclosures\n Source: `annual-reports/2022-23.pages.jsonl`\n- SNSW/GAC Date (DD/MM/YYYY)\nPrivacy Statement\nNSW Fair Trading, Department of Customer Service gives priority to protecting the privacy of your personal\ninformation. We do this by handling personal information in a responsible manner and in accordance with the\nPrivacy and Personal Information Protection Act 1998 (PPIP Act). Service NSW acts as a shopfront for us and\nperforms transactions for you, on our behalf.\nThe personal information contained in your application is collected and held by NSW Fair Trading and Service\nNSW will collect and hold personal information on\n Source: `other-pdfs/ap4747.pages.jsonl`\n\n### Public Access) Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Public+Access%29+Act+2009\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- vacy Impact Assessments (PIA) to operationalise\nprivacy by design principles.\n62 Service NSW | Annual Report 2023–24\n\n[page 63]\nGovernment Information During the reporting period, the agency proactively\nreleased a wide range of information free of charge via\n(Public Access) Act 2009\nour website and social media channels. This included\ninformation about NSW Government assistance programs\n(GIPA Act)\nand services, statistics, guidelines, fact sheets, annual\nreports, news updates and media releases.\nThe Government Information (Public Access)\n Source: `annual-reports/2023-24.pages.jsonl`\n- al\ninformation about NSW Government assistance programs\npolicies and procedures.\nand services, statistics, guidelines, fact sheets, annual\nGovernment Information reports, news updates and media releases.\nExamples of information and tools proactively released\n(Public Access) Act 2009\nduring the year include:\n(GIPA Act) requirements\n• Service NSW performance dashboard, available on\nour website, provides weekly updates to customers on\nThe Government Information (Public Access) Act 2009\nhow we’re tracking across our delivery channels and\n(th\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Public Interest Disclosures Act 1994\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Public+Interest+Disclosures+Act+1994\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- alues contributions of all team members to improve administrative and management practices. We\nor services are designed. We generally use PIAs to\nNSW and of our employees seriously. Service NSW has encourage team members to report serious wrongdoing under the Public Interest Disclosures Act 1994 relating to\noperationalise privacy by design principles. In 2022–23\na dedicated privacy team that sits in the Risk, Strategy corrupt conduct, serious maladministration, serious and substantial waste of public money or failure to exercise\nPIAs were conducted o\n Source: `annual-reports/2022-23.pages.jsonl`\n- cluster, the DCS Report Wrongdoing and Public Interest Disclosure Policy outlined for Service\nmechanisms such as privacy impact assessments (PIAs), • Flood Disaster Recovery Support Services and Grants\nNSW staff the support and protections available under the Public Interest Disclosures Act 1994 for a person making a\nas well as managing privacy complaints and enquiries. • Life Administrator public interest disclosure. The policy was available to Service NSW staff on the DCS intranet and included details of\nCoordination of responses to privacy inciden\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Registration (Uniform Procedures) Act 2002\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 2\n**Register search**: https://legislation.nsw.gov.au/search?query=Registration+%28Uniform+Procedures%29+Act+2002\n\n**Sources**:\n- `other-pdfs/ad4747c.pages.jsonl`\n\n**Evidence contexts**:\n- orian Building Authority and I am applying for plumbing and gasfitting work and my principal\nplace of business/residence is in Victoria; therefore I am fee exempt.\n8. Refunds\nIn accordance with the Home Building Regulation 2014 and Licensing and Registration (Uniform Procedures) Act 2002 the processing\ncomponent of your application fee is not refundable. Some applications also have an additional fixed fee component that is refundable\nif the application is refused or withdrawn.\nI have read and understood the above statements regarding Fair Tra\n Source: `other-pdfs/ad4747c.pages.jsonl`\n- ust meet the approved requirements in accordance\nwith the Mutual Recognition Act (New South Wales) Act 1992, Trans Tasman Mutual Recognition (New South Wales) Act 1996, Home Building Act 1989, Home\nBuilding Regulations 2014 and the Licensing and Registration (Uniform Procedures) Act 2002 as applicable at the time of any application.\nAll Fair Trading application forms, referee statement forms, additional details forms and administrative forms are available at https://ablis.business.gov.au\nHB021\nPAGE 2 04-2019\n Source: `other-pdfs/ad4747c.pages.jsonl`\n\n### Act, the Government Sector Finance Regulation 2018\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Act%2C+the+Government+Sector+Finance+Regulation+2018\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- ive Officer\nService NSW\nPursuant to Section 7.6(4) of the Government Sector Finance Act 2018 (the Act), I state that these financial\nstatements:\n- have been prepared in accordance with the Australian Accounting Standards and the applicable\nrequirements of the Act, the Government Sector Finance Regulation 2018 and the Treasurer’s\ndirections, and\n- present fairly Service NSW’s financial position, financial performance and cash flows.\nGreg Wells\nChief Executive Officer, Service NSW\n13 November 2023\nService NSW Annual Report 2021–22 77\n2\nOFFICIAL: Sensitive - NSW Gove\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Child Protection (Offenders Registration) Act 2000\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Child+Protection+%28Offenders+Registration%29+Act+2000\n\n**Sources**:\n- `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n**Evidence contexts**:\n- document issued 1 year prior to your application\nDeaths & Marriages Registration Act 1995.\n- one document within the last 3 months immediately prior\nIf you are a registrable person or have been on the Register\nto this application.\nunder the Child Protection (Offenders Registration) Act 2000, you\n• To verify your sex, place of birth, and date of birth, at least\nmust contact the Child Protection and Sex Crimes Squad of the\none of the identity documents you provide must be one of the\nNSW Police, to seek permission to apply to change your name.\nfoll\n Source: `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n### Contents Government Information (Public Access) Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Contents+Government+Information+%28Public+Access%29+Act+2009\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- l travel 53\nCase Study 2 25\nLegal change 53\nCase study 3 27\nPrivacy and Personal Information Protection\nPartnerships, Projects and Insights 28 Act 1998 (PIPP Act) requirements 53\nService NSW | Annual Report 2024–25 3\n\n[page 4]\nContents\nGovernment Information (Public Access)\nAct 2009 (GIPA Act) requirements 54\nGovernment Information (Public Access)\nstatistics 55\nRisk management 59\nInsurance activities 59\nInternal audit and risk management\nattestation statement 61\n5 Sustainability 62\nDisability inclusion action plans 63\nModern Slavery Act\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Crimes (Sentencing Procedure) Act 1999\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Crimes+%28Sentencing+Procedure%29+Act+1999\n\n**Sources**:\n- `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n**Evidence contexts**:\n- nment for 12 months or more’ does not mean that you were sentenced to this period of\ntime for the offence. It relates to the maximum penalty you could have received for that offence.\nA conviction includes the making of an order under Section 10 of the Crimes (Sentencing Procedure) Act 1999. A conviction does not\ninclude a spent conviction. If you are unsure, please contact LawAccess NSW on 1300 888 529.\nHave you ever been convicted of an offence in NSW or elsewhere that did, or could have resulted in 12 months or more in prison?\nYes No\n\n[page 7\n Source: `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n### GSF Amendment (Deemed Appropriations) Regulation 2023\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=GSF+Amendment+%28Deemed+Appropriations%29+Regulation+2023\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- ement of foreign currency.\nthe receiving agency has a different lead Minister to the agency making the payment, or one or both of the agencies is a\nspecial office (as defined in section 4.7(8)).\n6. Cash and Cash Equivalents\nOn 16 June 2023, the GSF Amendment (Deemed Appropriations) Regulation 2023 was approved to bring the GSF regulations\n2023 2022\nin line with the above deemed appropriation amendments to the GSF Act.\n$'000 $'000\nCash at bank 31,009 14,207\nA summary of compliance is disclosed in the financial statements of the Annual Report of DCS. It\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Home Building Regulation 2014\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Home+Building+Regulation+2014\n\n**Sources**:\n- `other-pdfs/ad4747c.pages.jsonl`\n\n**Evidence contexts**:\n- cation.\nOR OR\nI hold a current registration issued by the Victorian Building Authority and I am applying for plumbing and gasfitting work and my principal\nplace of business/residence is in Victoria; therefore I am fee exempt.\n8. Refunds\nIn accordance with the Home Building Regulation 2014 and Licensing and Registration (Uniform Procedures) Act 2002 the processing\ncomponent of your application fee is not refundable. Some applications also have an additional fixed fee component that is refundable\nif the application is refused or withdrawn.\nI hav\n Source: `other-pdfs/ad4747c.pages.jsonl`\n\n### Home Building Regulations 2014\n\n**Type**: Regulation\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Home+Building+Regulations+2014\n\n**Sources**:\n- `other-pdfs/ad4747c.pages.jsonl`\n\n**Evidence contexts**:\n- application. The information submitted by you in your application must meet the approved requirements in accordance\nwith the Mutual Recognition Act (New South Wales) Act 1992, Trans Tasman Mutual Recognition (New South Wales) Act 1996, Home Building Act 1989, Home\nBuilding Regulations 2014 and the Licensing and Registration (Uniform Procedures) Act 2002 as applicable at the time of any application.\nAll Fair Trading application forms, referee statement forms, additional details forms and administrative forms are available at https://ablis.busine\n Source: `other-pdfs/ad4747c.pages.jsonl`\n\n### Information Protection Act 1998\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Information+Protection+Act+1998\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- re no significant judicial decisions to report and procedures in place demonstrating how we comply\nduring financial year 2024-25. with the Mandatory Notification of Data Breaches (MNDB)\nScheme. This includes:\nPrivacy and Personal\n• a data breach response plan\nInformation Protection Act 1998\n• an incident register\n(PIPP Act) requirements • a public notification register\n• a range of other policies and procedures to comply\nAt Service NSW, we take the privacy of the citizens of\nwith obligations under the MNDB Scheme.\nNSW and of our employees seriou\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Information Protections Act 1998\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Information+Protections+Act+1998\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- f Live Chat.\nCategory 1 Category 2 Category 3\nService NSW has a Privacy Management Framework Applications made under the Privacy and Personal Public interest Public interest disclosures All other public\nin place that outlines the practical guidance, policies, Information Protections Act 1998 disclosures made by public not covered by category 1 that interest disclosures\nprocedures and assurance mechanisms to manage officials in performing day are made under a statutory or\nAccess request applications under section 14 of the\nprivacy risks in Service\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Marriages Registration Act 1995\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Marriages+Registration+Act+1995\n\n**Sources**:\n- `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n**Evidence contexts**:\n- , and people on\na reintegration home detention order. The full definition of\n- one document issued 2 years prior to your application\n‘restricted person’ can be found in Section 31B of the Births,\n- one document issued 1 year prior to your application\nDeaths & Marriages Registration Act 1995.\n- one document within the last 3 months immediately prior\nIf you are a registrable person or have been on the Register\nto this application.\nunder the Child Protection (Offenders Registration) Act 2000, you\n• To verify your sex, place of birth, and date of bi\n Source: `other-pdfs/apply-for-name-change-adult.pages.jsonl`\n\n### Mental Health Act 2007\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Mental+Health+Act+2007\n\n**Sources**:\n- `other-pdfs/ap4747.pages.jsonl`\n\n**Evidence contexts**:\n- receivership or administration, or under official management\nIf you have placed an X in the above, complete the “Additional Details Form 5”.\nvi. Please place an X if you are currently:\nAn involuntary, forensic or correctional patient within the meaning of the Mental Health Act 2007 (NSW)\nA protected person within the meaning of the NSW Trustee and Guardian Act 2009 (NSW)\nHave you read i. to vi. above and had nothing to declare? Then tick here to confirm that you do not need to\nprovide any additional details for assessment.\nHB001 – INDIV\n Source: `other-pdfs/ap4747.pages.jsonl`\n\n### Mutual Recognition Act (New South Wales) Act 1992\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Mutual+Recognition+Act+%28New+South+Wales%29+Act+1992\n\n**Sources**:\n- `other-pdfs/ad4747c.pages.jsonl`\n\n**Evidence contexts**:\n- will be assessed by\nFair Trading in processing the application.\nDisclaimer: This checklist is an aid for your application. The information submitted by you in your application must meet the approved requirements in accordance\nwith the Mutual Recognition Act (New South Wales) Act 1992, Trans Tasman Mutual Recognition (New South Wales) Act 1996, Home Building Act 1989, Home\nBuilding Regulations 2014 and the Licensing and Registration (Uniform Procedures) Act 2002 as applicable at the time of any application.\nAll Fair Trading application for\n Source: `other-pdfs/ad4747c.pages.jsonl`\n\n### NSW Trustee and Guardian Act 2009\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=NSW+Trustee+and+Guardian+Act+2009\n\n**Sources**:\n- `other-pdfs/ap4747.pages.jsonl`\n\n**Evidence contexts**:\n- laced an X in the above, complete the “Additional Details Form 5”.\nvi. Please place an X if you are currently:\nAn involuntary, forensic or correctional patient within the meaning of the Mental Health Act 2007 (NSW)\nA protected person within the meaning of the NSW Trustee and Guardian Act 2009 (NSW)\nHave you read i. to vi. above and had nothing to declare? Then tick here to confirm that you do not need to\nprovide any additional details for assessment.\nHB001 – INDIVIDUAL – Contractor Licence (Q), 12-2022\nQualified Supervisor Certificate or Tradesper\n Source: `other-pdfs/ap4747.pages.jsonl`\n\n### PPIP Act, the Health Records and Information Privacy Act 2002\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=PPIP+Act%2C+the+Health+Records+and+Information+Privacy+Act+2002\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- n November\n2023 to include mandatory information as required\nby the MNDB Scheme with a copy provided to the IPC\nas part of this process.\nTogether these key documents demonstrate how\nService NSW meets our privacy obligations when\nhandling information under the PPIP Act, the Health\nRecords and Information Privacy Act 2002 (HRIP Act)\nand the Service NSW (One-stop Access to Government\nServices) Act 2013. Service NSW uses ‘privacy by design’\nprinciples to embed good privacy practices into the way\nour products or services are designed. We generally\nuse Privacy Impact Assessments (\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Parliamentary Appropriations The Appropriation Act 2023\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Parliamentary+Appropriations+The+Appropriation+Act+2023\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- tements.\nProject Cost recoveries\nProject cost recoveries include recoveries for projects undertaken by Service NSW, on behalf of other New South Wales\nGovernment agencies.\nIn-kind Contributions from Department of Customer Service\nRefer note 2b for details.\nf. Parliamentary Appropriations\nThe Appropriation Act 2023 (Appropriations Act) (and the subsequent variations, if applicable) appropriates the sum of\n$2,058,565,049 (2023: $3,053,934,000) to the Minister for Customer Service out of the Consolidated Fund for the services\nof Department of Customer Service (DCS) for th\n Source: `annual-reports/2023-24.pages.jsonl`\n\n### Parliamentary Appropriations The Appropriation Act 2024\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Parliamentary+Appropriations+The+Appropriation+Act+2024\n\n**Sources**:\n- `annual-reports/2024-25.pages.jsonl`\n\n**Evidence contexts**:\n- 2024.\nProject cost recoveries\nProject cost recoveries include recoveries for projects undertaken by Service NSW, on behalf of other New South Wales\nGovernment agencies.\nIn-kind Contributions from Department of Customer Service\nRefer to Note 2b for details.\nf. Parliamentary Appropriations\nThe Appropriation Act 2024 (Appropriations Act) (and the subsequent variations, if applicable) appropriates the sum of\n$1,910,485,454 (2024: $2,058,565,049) to the Minister for Customer Service and Digital Government for the services of\nDepartment of Customer Service (DCS) for the fina\n Source: `annual-reports/2024-25.pages.jsonl`\n\n### Personal Information Protection Act 1998\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Personal+Information+Protection+Act+1998\n\n**Sources**:\n- `annual-reports/2022-23.pages.jsonl`\n\n**Evidence contexts**:\n- rvice NSW also to day functions other legal obligation\nPPIP Act\npublishes a Privacy Management Plan (PMP) in line\nwith the requirements under section 33 of the Privacy This year, Service NSW received 47 formal requests for Number of public officials\n– – 2\nand Personal Information Protection Act 1998 (PPIP Act). personal information under the PPIP Act. Service NSW who made PIDs\nThe PMP was updated in February 2023 with a copy also dealt with numerous informal requests by individuals\nprovided to the IPC as part of this process. Together requesting their pe\n Source: `annual-reports/2022-23.pages.jsonl`\n\n### Privacy Commissioner (IPC). Information Protections Act 1998\n\n**Type**: Act\n**Confidence**: low\n**Mentions**: 1\n**Register search**: https://legislation.nsw.gov.au/search?query=Privacy+Commissioner+%28IPC%29.+Information+Protections+Act+1998\n\n**Sources**:\n- `annual-reports/2023-24.pages.jsonl`\n\n**Evidence contexts**:\n- support to Service NSW teams as well as delivering\nAccess request applications under\ntraining to employees to uplift privacy awareness.\nsection 14 of the Privacy and Personal\nThe team also leads the relationship with the Information\nand Privacy Commissioner (IPC). Information Protections Act 1998\nService NSW has an overarching Privacy Management (PPIP Act)\nFramework in place that outlines the practical guidance,\nThis year, Service NSW received 58 formal requests\npolicies, procedures and assurance mechanisms to\nfor personal information\n\n_…truncated, open the .md file for the full content._", "global_initiatives_md": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "vision_source_page": 13, "purposes": "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]", "purposes_source_page": 13, "how_we_deliver": "We achieve this by offering a customer-centric, single point of contact for NSW Government services. Whether it’s simplifying digital experiences, expanding face-to-face services across metropolitan, regional and remote areas, or supporting our frontline teams, our commitment is to make every interaction with government easier and more intuitive. We also work to strengthen awareness of our services and build trust in the Service NSW brand. [AR p.9]", "how_we_deliver_source_page": 9, "government_priorities": [ { "text": "Digital Enablement", "source_page": 13 }, { "text": "Fair & Efficient Processes", "source_page": 13 }, { "text": "Cross Sector Partnerships", "source_page": 13 }, { "text": "Operational Excellence", "source_page": 13 }, { "text": "People at Our Core", "source_page": 13 } ], "outcomes": [ { "name": "Outcome 1: Enhanced digital leadership", "description": "Systematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government.", "key_activities": [ "Organisational shifts", "Governance through best-in-class technologies", "Cybersecurity" ], "source_page": 13 }, { "name": "Outcome 2: Full cost recovered for services", "description": "Transparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development.", "key_activities": [ "Partner retention", "Financial reporting", "Resource reporting" ], "source_page": 13 }, { "name": "Outcome 3: Integrated services", "description": "Integrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing.", "key_activities": [ "Proactive culture", "Continuous improvement", "Embedded efficiency" ], "source_page": 13 } ], "values": [ "integrity", "trust", "service", "accountability" ], "values_framework_name": "APS Values", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Customer Satisfaction", "target": "95% satisfaction rate", "source_page": 13 }, { "code": "CCE02", "measure": "First time resolution", "target": "90% first time resolution", "source_page": 13 }, { "code": "CCE03", "measure": "Partner trust scores", "target": "90% partner trust", "source_page": 13 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Customer Satisfaction", "result": "99% satisfaction rate", "status": "Achieved", "source_page": 17 }, { "code": "CCE02", "measure": "First time resolution", "result": "85% first time resolution", "status": "Mostly achieved", "source_page": 17 }, { "code": "CCE03", "measure": "Partner trust scores", "result": "88% partner trust", "status": "Mostly achieved", "source_page": 17 } ], "_source_urls": { "annual_report_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "[Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "[Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "[Page 31]\nService NSW Audit and Risk Committee The Chief Risk Officer oversees the implementation Internal Audit External Audit\nof the risk management framework and ensures the\nThe Service NSW Audit and Risk Committee (the Service NSW Internal Audit provides independent The Audit Office of NSW audited the Service NSW\nframework continues to be embedded across Service\nCommittee) has been established in compliance with and objective assurance services and risk and control financial statements for the year ended 30 June 2023,\nNSW divisions.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "[Page 31]\nService NSW Audit and Risk Committee The Chief Risk Officer oversees the implementation Internal Audit External Audit\nof the risk management framework and ensures the\nThe Service NSW Audit and Risk Committee (the Service NSW Internal Audit provides independent The Audit Office of NSW audited the Service NSW\nframework continues to be embedded across Service\nCommittee) has been established in compliance with and objective assurance services and risk and control financial statements for the year ended 30 June 2023,\nNSW divisions.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "Table 2: Performance metrics regarding targeted outcomes\nCustomer NSW population Partner Overall staff % of customers\nsatisfaction within 30 mins satisfaction engagement trust Service\nof a Service score NSW\nNSW point of\npresence\n64% (FY2024–25\n95.88% 99% N/A* People Matter 77%\nEmployee Survey)\nTarget 95% Target 95% Target 90% Target 77% Target 90%\n*This performance measure was not tracked for FY2024–25, see below for explanations.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "Table 2: Performance metrics regarding targeted outcomes\nCustomer NSW population Partner Overall staff % of customers\nsatisfaction within 30 mins satisfaction engagement trust Service\nof a Service score NSW\nNSW point of\npresence\n64% (FY2024–25\n95.88% 99% N/A* People Matter 77%\nEmployee Survey)\nTarget 95% Target 95% Target 90% Target 77% Target 90%\n*This performance measure was not tracked for FY2024–25, see below for explanations.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "[Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "[Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "Workforce Diversity Actual Staff Numbers (Non-casual Headcount at Census Date) 2022–23 $155,445\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with $155,445 > 38 22 14 24 0 0 10 9 0 0\nlevel of (men, gender and/or racial,ethnic, language with a a disability (SES)\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was work- $155,445 > 291 264 166 125 0 2 82 86 9 3\nIslander minority not English related (Non SES)\npeople groups adjustment\nTotal 5213 4802 1727 3454 32\n$0 - 3 3 0 3 0 3 1 0 0 0\n$51,756 Note 1: Estimated figures are only provided for agencies with a response rate greater than 65%.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "Workforce Diversity Actual Staff Numbers (Non-casual Headcount at Census Date) 2022–23 $155,445\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with $155,445 > 38 22 14 24 0 0 10 9 0 0\nlevel of (men, gender and/or racial,ethnic, language with a a disability (SES)\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was work- $155,445 > 291 264 166 125 0 2 82 86 9 3\nIslander minority not English related (Non SES)\npeople groups adjustment\nTotal 5213 4802 1727 3454 32\n$0 - 3 3 0 3 0 3 1 0 0 0\n$51,756 Note 1: Estimated figures are only provided for agencies with a response rate greater than 65%.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "Table 30 : New major works in 2023-24 (projects over $1 million)\nProject name Total Estimated Start Completion Details of any\nand location expenditure to total cost (year) date (actual or significance\n30 June 2024 estimated)\nService Centre Capital\n9,129,673 10,000,000 2024 Jun-24 Completed\nMaintenance FY24\nToll Relief 3 3,997,074 8,000,000 2023 Jun-26\nTell Your Story Once 3,196,130 5,049,996 2024 2025\nStandard Employment Reusable\n1,623,479 1,623,570 2024 Jun-24 Completed\nVerification Product\nDrives Training Environment Uplift 1,442,357 2,104,881 2024 Sept-24\nWomen in Business 1,430,127 1,430,127 2024 Jun-24 Completed\nScoping and Delivery of Increase of\nPayment for NSW Seniors Energy 1,689,794 1,689,794 2024 Dec-23 Completed\nRebate\nNew Active and Creative Kids\n1,738,751 1,757,270 2024 Mar-24 Completed\nVoucher Project\nLismore Relocation 1,636,155 1,636,155 2024 Jun-24 Completed", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)", "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-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "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": "Table 30 : New major works in 2023-24 (projects over $1 million)\nProject name Total Estimated Start Completion Details of any\nand location expenditure to total cost (year) date (actual or significance\n30 June 2024 estimated)\nService Centre Capital\n9,129,673 10,000,000 2024 Jun-24 Completed\nMaintenance FY24\nToll Relief 3 3,997,074 8,000,000 2023 Jun-26\nTell Your Story Once 3,196,130 5,049,996 2024 2025\nStandard Employment Reusable\n1,623,479 1,623,570 2024 Jun-24 Completed\nVerification Product\nDrives Training Environment Uplift 1,442,357 2,104,881 2024 Sept-24\nWomen in Business 1,430,127 1,430,127 2024 Jun-24 Completed\nScoping and Delivery of Increase of\nPayment for NSW Seniors Energy 1,689,794 1,689,794 2024 Dec-23 Completed\nRebate\nNew Active and Creative Kids\n1,738,751 1,757,270 2024 Mar-24 Completed\nVoucher Project\nLismore Relocation 1,636,155 1,636,155 2024 Jun-24 Completed", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)", "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" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "file": "annual-reports/2024-25.pdf", "bytes": 8405487, "link_text": "Annual Report 2024-25 Read the annual report for SNSW for 1 July 2024 to 30 June 2025." }, { "category": "annual-reports", "year": "2023-24", "url": 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