This Baseline Report shows the extent of customer service improvement strategies that were in place in the NSW public sector in 2006-07.

It shows the variety of initiatives being undertaken across the sector, and will inform small, medium and large departments as they implement customer service improvement practices. It also provides departments with data to benchmark their own performance against similar departments in the NSW public sector.

The Baseline Report will also guide monitoring and implementation of NSW 2021. It will assist in monitoring department performance and implementation of the customer service improvement principles in CEO Performance Agreements. Second, the Baseline Report will inform reports on customer service improvement progress and outcomes to the Premier and to Cabinet.

It will also assist DPC to develop targeted customer service improvement initiatives for the public sector.