Tools and Guides

How to help your team work remotely

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. The NSW Behavioural Insights Unit have summarised our top five behavioural strategies for you and your teams to get the most out of working remotely. Read our short guide to get started

How to improve the experience for NSW Government customers

A Customer Experience (CX) project can improve your customers’ satisfaction, perception of value versus effort and overall connection with the NSW Government brand. This guide outlines the seven steps of a CX project, which can be used to deliver on the NSW Government’s six Customer Commitments. Read our short guide to get started

How to encourage switching to digital services

Moving services online can provide a better, faster, and more convenient service for customers. However, customers can resist change. Behavioural insights can be used to encourage customers to switch from in-person services to digital versions. Read our short guide to get started

How to reduce the effects of scarcity

Customers who are short on time, money, or other resources, may find it harder to navigate government programs and services because their attention is focused on meeting their immediate needs. By understanding the effects of scarcity, government can make services easier to access for the people who need them the most, and for all citizens of NSW. Read our short guide to get started

How to increase adherence to procedures in the public service

Procedures in the public service – from policy officers completing timesheets to clinicians washing their hands – help to mitigate risks, improve customer service and ensure the smooth running of organisations. Procedures are sometimes breached, usually for good reasons but often with negative consequences. This presents a two-way behavioural challenge: (1) How do we bring the behaviour of public servants in line with procedures; and (2) How do we bring procedures in line with the realities of human behaviour? Read our short guide to get started

How to address myths and misinformation using behavioural insights

Myths and misinformation pose a serious challenge for government, particularly when they result in harmful behaviours or major disruption. Once inaccurate beliefs are formed, they are hard to change and often continue to shape decisions despite credible corrections. Although this phenomenon has been widely studied, there is limited evidence on the best ways to tackle it. We offer five potential strategies which should be tested with target audiences to find out what works. Read our short guide to get started.

How to increase completion of forms and surveys

Forms and surveys are used to enrol people in programs and services, record case notes, and collect feedback from customers. To get busy people to complete them, it can help to apply behavioural insights to the form or survey itself, the timing of the request to participate, and the invitation to participate. This guide focuses on improving the completion (not accuracy) of voluntary forms and surveys. Read our short guide to get started.

How to test whether your behaviour change intervention works

Behavioural Insights tells us that even small details can influence participation in a service, completion of a task, and compliance with rules. Testing is important because many evidence-based interventions (over half of pre-registered studies) don’t produce the same outcomes when translated into new contexts. There are a few different ways to test, depending on your project and what you want to achieve. Read our short guide to get started.

How to increase take-up of programs and services

Take-up of government programs and services is often lower than expected, even for cash programs where benefits would appear obvious. Behavioural insights can help by addressing some of the main barriers to participation: lack of awareness; the gap between intentions and actions; underestimating the benefits; and the many demands on people’s time and attention which limit their ability to engage. Read our short guide to get started.