We are committed to improving customer service and are implementing a range of initiatives to improve our interactions and relationships.

Secondary schools renewal

The Secondary School Renewal Project is improving the physical condition of nearly 60 schools, their amenities and how they present to their local community. The improvements increase school/street activity by making facades and entrances more attractive, improving way-finding and raising the visibility of education in the community. This is making our schools more welcoming for visitors.

An intensive communication support program is available to high schools across the state. Schools can nominate to be involved in the program and will work with a key contact from the Schools Communication and Engagement team. Schools are guided through the process of developing a strategic medium to long-term communication and engagement plan. This will help to build a strong internal school culture, which can focus on a strong commitment to quality customer service, and will help strengthen the school's reputation in the community.

For more information about the communication support program contact Ed Smith, Manager School Communication and Engagement on 0422 023 074 or

In addition to the intensive support program, the department has developed the Excellence in School Customer Service 360 Reflection Tool – a type of survey tool. This initiative helps schools gather feedback on the communication, engagement, and customer service behaviors exhibited to both internal and external customers. This tool is available at no charge to all primary and secondary public schools in NSW and is completely optional.

For more information about the Excellence in School Customer Service tool, or to register, contact

Improve complaint handling processes

In early 2017 we launched our new consumer complaints handling policy and procedure. Complaints managers are supported with a range of resources in the Complaints Managers Toolkit, to respond to complaints promptly and consistently.

From October 2017, the government feedback tool, Feedback Assist will provide consumers with the opportunity to provide their feedback to us, on-line. Feedback provided using Feedback Assist will be directed to the relevant school or service for action. Consumers are encouraged to provide feedback directly to schools and services directly so that complaints can be resolved promptly.

For more information contact Victoria Myerscough, Director Systems and Practice on 9244 5689 or

School Website Service redevelopment

This major redevelopment will improve the websites of the 2,045 schools using it to enable more effective engagement with parents and the community. It will provide schools with new website tools and increased functionality ensuring parents and the community can access school information on their mobile devices and interact from anywhere.

For more information email

Global Experience Framework

The department is changing the way we deliver information online – taking a customer focus and leading the way in government digital transformation. We are making things simpler, faster and easier to use. Over 150 departmental websites will be transitioned to a new technology platform with one visual identity that is being developed based on customer need.

School Infrastructure NSW

A new school infrastructure site has been launched to provide information on the NSW Government's capital works and maintenance program for public schools. It will be the online community engagement hub for school community planning. The site will provide extensive data around school assets, enrolment growth and projections.

Student and parent research

Parent-child life cycle research is being undertaken to better understand the experience of a parent through the lifecycle of their child so the department can deliver services and touchpoints that meet their needs. The research will: maximise existing research, and uncover knowledge gaps and insights into the parent and child group to help create a picture of what their life really looks like. The research will identify actionable insights to inform and drive future projects and build a foundation of customer intelligence to be shared and leveraged within the department in the future.

Voice of the customer – EDConnect

EDConnect (requires login) was formed in October 2016 as a one-stop-shop for shared services support in finance, IT, business services, human resources and procurement. In addition, customers can access services provided by other organisations, such as recruitment, and student management and wellbeing through EDConnect.

EDConnect is now seeking to understand its customers and effectively partner with them to ensure services and improvements are in line with their needs and expectations. EDConnect has established a user council to provide a formal mechanism to receive direct customer input into service delivery and design. It has also developed a new three-tiered feedback structure that will allow EDConnect to measure and report on customer satisfaction with its services, along with capturing feedback to improve service delivery and customer experience.


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