Improving Customer Services

The best public sectors in the world provide services that are relevant and responsive to their customers, the members of the public who use those services.

Improving Customer Services provides departments with practical information on how to improve customer services through better planning, resourcing, delivery and evaluation.

It aims to assist departments to deliver on the NSW Government's 2021 plan priority to transform the public sector 'customer' experience..

There are four key priorities for action by all departments:

• Customer Feedback
• Service Redesign
• Customising services to individual customers
• Supporting Frontline Employees.

Implementing these priorities will vary between departments because departments are different sizes, with different resources and different functions. There is no one-size-fits-all approach.

So look around – you’ll find lots of practical advice and examples of best practice to suit all departments and every service.

Also, let us know about your examples of good practice so we can share them across the public sector.

And if you can’t find what you need, contact us, so we can help you to provide customer-focused and professional public services.

The tens of thousands of customers who rely on our public services every day rightly expect nothing less.