In the past, public services around the world had a reputation of being mass produced, where the same service was provided in the same way to everyone. 

Today modern public sectors recognise all customers are different – customers come from different backgrounds, have different needs and have different levels of financial and social support. If services are to be effective, they need to be provided in ways that are responsive to the diversity of customers. 

Making public services user-friendly, easy to access and easy to understand increases customer satisfaction with our public services; makes the workplace more satisfying for employees; reduces the costs of rework and complaint handling; and makes an important contribution to the social, economic and environmental development of NSW.