Using behaviourally informed reminders

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

6 April 2021

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.

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."

Making government easier by eliminating ‘sludge’

24 March 2021NSW Department of Premier & Cabinet

'Sludge' is the ‘excessive or unjustified frictions’ that make it harder for customers to achieve their goals, such as complicated forms and websites that are hard to navigate. We have developed a 'sludge audit' framework to help public servants to identify, quantify and prioritise sludge. This includes the time, costs and impact on customer experience.

Kickstart your customer goals

17 March 2021NSW Department of Premier & Cabinet

Setting goals and making public commitments are ideal ways to encourage behaviour change, whether it’s improving our wellbeing at home, or delivering better services to customers. Here are a few tips on how you can use behavioural insights to support your customers in achieving their goals.

How to build behavioural insights skills in your team

1 March 2021NSW Department of Premier & Cabinet

We partnered with Revenue NSW to set up their Behavioural Insights Champions Network. This involves staff from across their organisation receiving behavioural insights training, and then applying these skills to their day-to-day work. This initiative is helping Revenue NSW to become a 'behaviourally smart' organisation, and improve outcomes for their customers.

How to encourage young people to wear face masks

25 January 2021NSW Department of Premier & Cabinet

We increased the likelihood for young people to voluntarily wear a mask, using an animation campaign on social media that appealed to ego and a positive self-image. Face masks recently became mandated in New South Wales in public venues that are indoors. However, the NSW Government also encourages (but does not mandate) mask use in other settings, where physical distancing may not be possible. Our findings can be used to promote mask-use in these cases, where face masks are still optional.

Encouraging citizens to collect free trees

19 January 2021NSW Department of Premier & Cabinet

Tree canopies play a vital role in creating a resilient environment and community. We used behavioural insights to boost an initiative to encourage the community to take up the 'Free Trees Initiative.' This program seeks to increase tree coverage in Western Sydney.

How behavioural insights can help improve responses to COVID-19

30 November 2020NSW Department of Premier & Cabinet

The Coronavirus (COVID-19) pandemic continues to be challenging for everyone around the world. NSW customers seek useful, timely information and guidance to inform their decisions and planning.  

The NSW Behavioural Insights Unit partnered with government agencies to help the people of NSW make informed choices, comply with social distancing rules, and stay COVID safe together.

How to increase adherence to procedures in the public service

27 August 2020NSW Department of Premier & Cabinet

Now, more than ever, it’s important that public servants follow procedures which mitigate risk and help organisations run smoothly; whether it involves hygiene in a hospital, cyber security in an office, or social distancing in a Service Centre.

Addressing myths and misinformation using behavioural insights

13 August 2020NSW Department of Premier & Cabinet

BIU has a new guide on how to addresses myths and misinformation using behavioural insights. We offer practical suggestions for public servants – especially those working in communications, community engagement and front-line services –to understand how myths spread and how to combat the negative impacts of misinformation.

2020 BIU Report - our project highlights and emerging opportunities

2 July 2020NSW Department of Premier & Cabinet

The 2020 Behavioural Insights Unit Report showcases our major projects over the last two years and shares some of the emerging opportunities in behavioural science that we are excited to explore.

Enhancing Interaction Between Government and Citizens

25 May 2020NSW Department of Premier & Cabinet

Forms and surveys are one of the most common methods of interaction between Australians and government. Maximising their completion helps government to better understand customers and serve their needs, while helping citizens access essential information, services and payments.

Getting Public Benefits to the People Who Need Them

27 April 2020NSW Department of Premier & Cabinet

It’s common for government programs and grants to have unmet capacity despite attempts to promote effective take-up. BIU has a new guide on using behavioural insights to increase the take-up of programs and services

Behavioural Insights Strategies to Help Your Team Work Remotely

20 April 2020NSW Department of Premier & Cabinet

Teams are increasingly working remotely to limit the spread with COVID-19. As with any change, it can take time to get the most out of new working arrangements. The good news is that behavioural scientists have been researching strategies to get the most out of teams while they are not sharing a physical location.

Simple behavioural insights interventions significantly reduce the gender gap in recruitment

9 March 2020NSW Department of Premier & Cabinet

Using two behaviourally informed interventions, an email and a phone call, we increased the likelihood of women reapplying for a senior role by 27% and significantly reduced the gender gap between men and women reapplying for senior roles from 45% to just 4%. 

Encouraging managers to support flexible working

17 December 2019NSW Department of Premier & Cabinet

In our latest randomised controlled trial we showed that behaviourally-informed messaging is effective in prompting managers to engage with their staff about flexible work.