Director-General's Message

The NSW State Plan commits the Government to delivering better services and, just as importantly, to providing customer-friendly services:

"It's not enough that operating targets are met: customers deserve an experience that meets their needs, shows them respect and leaves them feeling satisfied." [page 64]

The Service Principles & Obligations (SP&O) website is designed to help NSW public sector employees achieve these key aims. The website has been developed to encourage and facilitate a high standard of customer service and public administration, and improved accessibility and responsiveness in the NSW public sector.

It does this by summarising and bringing together for the first time in one place, information on the key NSW public sector service principles and obligations. The website also provides links to relevant source documents (legislation, Premier's Memoranda, policies etc), guidelines and tools, and gives advice on where to go for further information and help.

The service principles and obligations contained on this site are grouped around the core values of integrity, quality and accountability. These fundamental values are critical, underpinning our day-to day work for the NSW community.

The website was developed by the Department of Premier and Cabinet after extensive consultation with a cross-section of NSW public sector agencies. I would like to thank all the agencies, listed below, who contributed to its development.

• Attorney General's Department (Administrative Decisions Tribunal and Privacy NSW)
• Commission for Children and Young People
• Community Relations Commission For a Multicultural NSW
• Department of Aboriginal Affairs
• Department of Ageing, Disability and Home Care
• Department of Commerce (including Government Chief Information Office)
• Department of Community Services
• Department of Lands (Office of Rural Affairs)
• Department of Local Government
• NSW Audit Office
• NSW Ombudsman
• NSW Treasury
• The Independent Commission Against Corruption

Each contributing agency is committed to keeping the website up-to-date so that it captures relevant developments in customer service and service delivery, particularly those related to the NSW State Plan.

This website highlights the importance the Government places on all aspects of customer service in the NSW public sector. I encourage agencies to explore and use this valuable resource. For guidance on how to use the website, see How to Use These Pages.

Col Gellatly
Director-General

December 2006