Focus Area 5 - Customer Experience

In delivering the following actions we will have a clear understanding of how our customers want to interact with us and will change our business practices to provide customers with a better experience.

ActionsDescription Expected delivery Alignment to priorities and outcomes
5.1 Develop and implement a strategy to optimise customer service through more modern, efficient systems that allow for self-service and information access. 2022 All
5.2 Review and reform transactions with the department, taking into consideration transitioning activities to a specialist entity such as Service NSW and Revenue NSW. We will explore opportunities to use more streamlined processes and digital capability to provide a range of self-service options for customers. 2023 All