Service NSW | Departments/Agencies

NSW digital chief off to Queensland

By Shannon Jenkins

New South Wales

Service NSW’s digital chief Chris Fechner has moved over to the Queensland government to take on the role of its first-ever chief digital and customer…

Labor concerned over job cuts to Service NSW

By Shannon Jenkins

New South Wales

The New South Wales government will be cutting jobs from its Department of Customer Service in an attempt to shave more than $100 million off…

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Interviews

Mike Pratt on everything it takes to make customer service and satisfaction a central part of government — especially the need to be authentic

By Martin Stewart-Weeks

Features

Look, listen, and learn. Michael Pratt AM, Secretary of NSW Treasury, has cracked the code for what to tell an eager minister after walking into…

NSW youth to help shape policy in state’s first Regional Youth Taskforce

By Shannon Jenkins

Community & Social

The NSW government has launched its first Regional Youth Taskforce, to give young people from across the state a voice in government. Minister for Regional…

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Columnists

Without a holistic architecture of service delivery, citizens miss out on coordinated and suitable responses to their particular welfare needs

By Verona Burgess

Australian Capital Territory

Amid the ongoing search for the holy grail of “local” service-delivery design, one of the very few certainties is the APS is nowhere near ready to…

Service NSW first government agency to win Great Place to Work award

By Shannon Jenkins

New South Wales

Service NSW has been named one of the top ten places to work in the country for its dedication to the community. It is the…

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Columnists

The APS needs to radically and quickly overhaul what 'service delivery' means to them. That should start with genuinely listening to their front-line people

By Verona Burgess

Features

Much of the APS needs to lose the attitude that policy is the apex of public administration and service delivery is done by lesser mortals,…

Public sector CIOs deliver the straight talk on digital transformation challenges

By The Mandarin

People & Capability

Forget buzzwords and hype around digital transformation in government. What counts is the frank, fearless and lived experiences of those now making the journey.

NSW Treasury banking overhaul shakes Big Four to core

By Julian Bajkowski

Features

Treasurer Dominic Perrottet is making major banks and credit card schemes compete against Fintechs and disruptors for state business.

What does it take for government to get customer service right?

By The Mandarin

People & Capability

Measuring service outcomes, improving frontline delivery and mastering and designing truly digital and multi-channel customer strategies are now all firmly in the mix for agencies…

Energy bill rebates disconnected from outcomes: NSW auditor

By Julian Bajkowski

Energy & Environment

The efficacy of handing out energy bill subsidies to households in need is again under the spotlight. Many rebate schemes “do not have measurable objectives…

'Naive optimism' driving uptake of one stop shops

By David Donaldson

Features

"Administrative fashion" is influencing the spread of the one stop shop model, argues an ANZSOG review paper. Although service integration can be a public good,…

Strategy to capability? What it actually takes for agencies to execute (but they don’t tell you)

By Julian Bajkowski

Engagement

There’s a deluge of motherhood statements and relatively hollow mantras for getting agencies and services in government to ‘transform’. What really counts is having a…

NSW Treasury snatches state customer service czar Mike Pratt as its new secretary

By Julian Bajkowski

Career Matters

The Treasury head role with the Western world's most envied surplus will go to the state's Customer Service Commissioner, continuing the trend of taxing bank…

Real time government? NSW reveals new digital strategy

By Julian Bajkowski

News

When digital by default becomes the new normal for the public sector there’s only one thing left to do. Speed things up.