Case Study: NSW Department of Education reduces administrative burden with The Customer Experience Company

NSW Department of Education halves policy documents with The Customer Experience Company

The Customer Experience Company partnered with the NSW Department of Education to address a challenge of overwhelming policy complexity. The Department, responsible for over 2,200 schools, found that its staff was burdened by 361 policy documents, which caused confusion and took valuable teaching time away from educators.

The solution from The Customer Experience Company involved a human-centred redesign of the policy landscape, including a pilot program and a new roadmap for the Policy Library. This approach successfully halved the number of policy documents from 361 to 180, aligned policies with how staff actually work, and ultimately gave teachers more time to focus on teaching.

NSW Department of Education