Customer service improvement

We are committed to improving customer service. We aim to design and deliver flexible, innovative and reliable services which meet and exceed your expectations. This commitment is underpinned by our customer service statement.

The NSW Government believes a strong customer-centred approach is essential for delivering the best possible services to the NSW community. This is reinforced through the Premier's Priority 12: Improving Government Services commitment to improving customer satisfaction every year.


We are implementing a range of initiatives to improve customer service. These initiatives will focus on supporting principals, teachers, and support staff to improve the way they interact and engage with their local communities.

Our Secondary School Renewal Program which is currently underway is making our schools more welcoming for visitors, as well as providing intensive support in the area of communication and engagement.

Our online services for students, parents and families will be improved through the Global Experience Framework and the redevelopment of the School Website Service.

Parent-child school life cycle research is being undertaken to better understand the experience of a parent through their child's school journey, so the department can deliver services that best meet their needs.

The department is working to put consumer and school community feedback into action by building a complaint handling framework which is consistent with best practice and national standards, and by introducing a number of changes to improve the way that complaints are managed and information is captured and reported. This includes a simple online tool, Feedback Assist, so that consumers and members of the community can provide us with direct feedback.

EDConnect, our new integrated Shared Service centre, is working to better understand its customers and effectively partner with them to ensure services and improvements are in line with their needs and expectations.

Head to our customer services initiatives page to learn more.


We support our staff to build customer satisfaction and ensure that we treat customers with respect. Head to our customer service resource page to learn more about the resources available for our staff.

Measuring improvement

The Customer Satisfaction Measurement Survey is one tool that we use to measure customer service improvements to ensure we are improving the quality of our services. We're already seeing improvement in overall customer satisfaction with public schools – now slightly above consumer satisfaction across the whole of government services.

The People Matter Employee Survey, conducted by the NSW Public Service Commission is another measure we use to inform better customer service. It provides a key tool for measuring employee engagement and assists in shaping and crafting departmental people-related strategies. The department is exceeding in all key domains surveyed. Our overall engagement score is 67%, above the public sector average of 65%. For more information about our results and to access our high level reports, click onto the Human Resources intranet site here.

We also welcome your feedback to improve our services. Head to our complaints, compliments and suggestions page to learn more.


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