Case Study: Service NSW transforms citizen services with The Customer Experience Company

Service NSW streamlines 800+ processes with The Customer Experience Company

Service NSW engaged The Customer Experience Company as their Human-Centred Design Partner to address the challenge of creating a scalable, customer-centric business model for their in-person services. Their goal was to become a "one-stop-shop" that could deliver a seamless service experience for citizens across in-store, online, and contact centre channels, all supported by an engaged workforce.

The Customer Experience Company implemented a comprehensive solution that included streamlining over 800 processes and fostering a new service-led culture. This resulted in a complete technological and cultural transformation, enabling Service NSW to successfully handle 855 million customer interactions, 57 million calls, and 56 million service centre visits, establishing it as a national benchmark for government services.

Service NSW