Behavioural Insights


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New South Wales: leading the world in fighting 'sludge'

7 April 2021NSW Department of Premier & Cabinet

The New South Wales Minister for Digital and Minister for Customer Service, Victor Dominello MP, was recently interviewed by the United Kingdom's Behavioural Insights Team, on their podcast, "Inside the Nudge Unit."

Using behaviourally-informed reminders cuts missed hospital appointments by more than a third

6 April 2021NSW Department of Premier & Cabinet

We reduced the number of people who did not turn up for their hospital appointments by 34%, by using behaviourally informed text SMS. This translates to public health and productivity benefits of almost $120,000. Our approach can be used to optimise reminders in other customer service contexts.

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