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data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW school holidays</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/about-nsw/public-holidays" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW public holidays</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/nsw-government" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW Government</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/nsw-government/digital-identity-and-cybersecurity/nsw-digital-id" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW Digital ID</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li> </ul> </div> </div> <div class="dcs-main-nav__sub-link"> <a href="/living-in-nsw" class="nsw-button nsw-button--full-width nsw-button--dark">Living in NSW</a> </div> </div> </li> <li itemprop="name"> <a href="/working-and-business" itemprop="url"> <span>Working and business</span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_right</span> </a> <div class="dcs-main-nav__sub-nav dcs-main-nav__sub-nav--two-col" id="sub-nav-working-and-business" role="region" aria-label="Working and business Submenu"> <div class="dcs-main-nav__wrapper"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/standard/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <div class="dcs-main-nav__return"> <button class="nsw-icon-button nsw-icon-button--flex js-close-sub-nav" type="button" aria-expanded="true" aria-controls="sub-nav-working-and-business"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_left</span> <span class="dcs-main-nav__return-text">Working and business<span class="sr-only">Back to previous menu</span></span> </button> </div> </div> <div class="dcs-main-nav__title"> <a href="/working-and-business">Working and business<span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a> </div> <div class="dcs-main-nav__sub-wrapper"> <ul class="dcs-main-nav__list dcs-main-nav__list--secondary"> <li itemprop="name"><a href="/living-in-nsw/information-for-aboriginal-people" itemprop="url" data-analytics-component="main_nav_submenu">Aboriginal information and services</a></li><li itemprop="name"><a href="/business-and-economy" itemprop="url" data-analytics-component="main_nav_submenu">Business and economy</a></li><li itemprop="name"><a href="/business-and-economy/business-advice-and-support" itemprop="url" data-analytics-component="main_nav_submenu">Business advice and support</a></li><li itemprop="name"><a href="/education-and-training" itemprop="url" data-analytics-component="main_nav_submenu">Education and training</a></li><li itemprop="name"><a href="/employment" itemprop="url" data-analytics-component="main_nav_submenu">Employment</a></li><li itemprop="name"><a href="/grants-and-funding" itemprop="url" data-analytics-component="main_nav_submenu">Grants and funding</a></li><li itemprop="name"><a href="/money-and-taxes" itemprop="url" data-analytics-component="main_nav_submenu">Money and taxes</a></li><li itemprop="name"><a href="/visas-and-migration" itemprop="url" data-analytics-component="main_nav_submenu">Visas and migration</a></li> </ul> <div class="dcs-main-nav__promoted" id="personalisation-working-and-business"> <span class="dcs-main-nav__promoted-title">Popular right now</span> <ul class="dcs-main-nav__list dcs-main-nav__list--promoted"> <li itemprop="name"><a class="dcs-main-nav__card" href="/visas-and-migration/skilled-visas/nsw-skills-lists" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">NSW skills lists</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/departments-and-agencies/customer-service/careers" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">Department of Customer Service careers</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li><li itemprop="name"><a class="dcs-main-nav__card" href="/business-and-economy/licences-and-credentials/automatic-mutual-recognition" itemprop="url" data-analytics-component="main_nav_side_panel"><span class="dcs-main-nav__card-text">Working interstate</span><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a></li> </ul> </div> </div> <div class="dcs-main-nav__sub-link"> <a href="/working-and-business" class="nsw-button nsw-button--full-width nsw-button--dark">Working and business</a> </div> </div> </li> <li itemprop="name"> <a href="/whats-happening" itemprop="url"> <span>What's happening</span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_right</span> </a> <div class="dcs-main-nav__sub-nav dcs-main-nav__sub-nav--two-col" id="sub-nav-whats-happening" role="region" aria-label="What's happening Submenu"> <div class="dcs-main-nav__wrapper"> <div class="dcs-main-nav__header"> <div class="dcs-main-nav__waratah"> <a href="/"> <img class="nsw-header__logo" src="/themes/custom/dcs_theme/favicons/sets/standard/logo.svg" alt="NSW Government logo"> </a> </div> <button class="nsw-icon-button js-close-nav" type="button" aria-expanded="true"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">close</span> <span class="sr-only">Close Menu</span> </button> </div> <div class="dcs-main-nav__return"> <button class="nsw-icon-button nsw-icon-button--flex js-close-sub-nav" type="button" aria-expanded="true" aria-controls="sub-nav-whats-happening"> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">keyboard_arrow_left</span> <span class="dcs-main-nav__return-text">What's happening<span class="sr-only">Back to previous menu</span></span> </button> </div> </div> <div class="dcs-main-nav__title"> <a href="/whats-happening">What's happening<span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></a> </div> <div class="dcs-main-nav__sub-wrapper"> <ul class="dcs-main-nav__list dcs-main-nav__list--secondary"> <li itemprop="name"><a href="/about-nsw" itemprop="url" data-analytics-component="main_nav_submenu">About NSW</a></li><li itemprop="name"><a href="/arts-and-culture" itemprop="url" data-analytics-component="main_nav_submenu">Arts and culture</a></li><li itemprop="name"><a href="/visiting-and-exploring-nsw/nsw-events" itemprop="url" data-analytics-component="main_nav_submenu">Events in NSW</a></li><li itemprop="name"><a href="/visiting-and-exploring-nsw" itemprop="url" data-analytics-component="main_nav_submenu">Visiting and exploring NSW</a></li><li itemprop="name"><a href="/about-nsw/public-holidays" itemprop="url" data-analytics-component="main_nav_submenu">NSW public holidays</a></li><li itemprop="name"><a href="/about-nsw/school-holidays" itemprop="url" data-analytics-component="main_nav_submenu">NSW school holidays</a></li> </ul> </div> <div class="dcs-main-nav__sub-link"> <a href="/whats-happening" class="nsw-button nsw-button--full-width nsw-button--dark">What's happening</a> </div> </div> </li> <li itemprop="name"> <a href="/have-your-say" itemprop="url"> <span>Have your say</span> </a> </li> <li itemprop="name"> <a href="https://www.nsw.gov.au/easy-read" itemprop="url"> <span>Easy Read</span> </a> </li> </ul> </nav> </div> <nav role="navigation" aria-label="Breadcrumbs" class="nsw-breadcrumbs"><div class="nsw-container"><ol itemscope itemtype="https://schema.org/BreadcrumbList"><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/"><span itemprop="name">Home</span><meta itemprop="position" content="1" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/nsw-government"><span itemprop="name">NSW Government</span><meta itemprop="position" content="2" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" href="/nsw-government/state-of-customer"><span itemprop="name">State of the Customer</span><meta itemprop="position" content="3" /></a></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemprop="item" class="current" href="/nsw-government/state-of-customer/commitments"><span itemprop="name">Commitments</span><meta itemprop="position" content="4" /></a></li></ol></div></nav> <main class="microsite microsite--brand-dark-purple-01 microsite--brand-light-blue-03 microsite--brand-supplementary-purple-02 microsite--brand-accent-blue-02 microsite--state-of-customer"> <div data-drupal-messages-fallback class="hidden"></div> <a id="main-content" tabindex="-1"></a> <div id="block-content"> <article class="node node--campaign"> <section class="layout--edge-to-edge nsw-section nsw-section--no-padding"> <div > <div class="nsw-hero-banner nsw-hero-banner--light nsw-hero-banner--mobile-image"> <div class="nsw-hero-banner__container"> <div class="nsw-hero-banner__wrapper"> <div class="nsw-hero-banner__content"> <h1>Customer Commitments</h1> <div class="nsw-intro"> <div class="nsw-wysiwyg-content"> <p>We are committed to putting customers at the heart of our services. The Customer Commitments are our promise to our customers on what they can expect from us.</p></div> </div> </div> <div class="nsw-hero-banner__box "> <picture><source srcset="/sites/default/files/styles/hero_xxl_x1/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=5a6UaiFM 1x, /sites/default/files/styles/hero_xxl_x2/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=VuxoSFUR 2x" media="(min-width: 1440px)" type="image/avif" width="1164" height="776"/><source srcset="/sites/default/files/styles/hero_l_x1/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=soltnoyV 1x, /sites/default/files/styles/hero_l_x2/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=-G6uv7dz 2x" media="(min-width: 1024px)" type="image/avif" width="768" height="512"/><source srcset="/sites/default/files/styles/hero_m_x1/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=-mHfVaiY 1x, /sites/default/files/styles/hero_m_x2/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=iBGWaVWg 2x" media="(min-width: 768px)" type="image/avif" width="650" height="433"/><source srcset="/sites/default/files/styles/hero_s_x1/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=xvtlOuOb 1x, /sites/default/files/styles/hero_s_x2/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=6HYGbwWO 2x" media="(min-width: 480px)" type="image/avif" width="767" height="511"/><source srcset="/sites/default/files/styles/hero_xs_x1/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=SPLy6LrZ 1x, /sites/default/files/styles/hero_xs_x2/public/2022-09/customer-commitments-state-of-the-customer.png.avif?itok=etvtRnqF 2x" type="image/avif" width="479" height="319"/><source srcset="/sites/default/files/styles/hero_xxl_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=5a6UaiFM 1x, /sites/default/files/styles/hero_xxl_x2/public/2022-09/customer-commitments-state-of-the-customer.png?itok=VuxoSFUR 2x" media="(min-width: 1440px)" type="image/png" width="1164" height="776"/><source srcset="/sites/default/files/styles/hero_l_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=soltnoyV 1x, /sites/default/files/styles/hero_l_x2/public/2022-09/customer-commitments-state-of-the-customer.png?itok=-G6uv7dz 2x" media="(min-width: 1024px)" type="image/png" width="768" height="512"/><source srcset="/sites/default/files/styles/hero_m_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=-mHfVaiY 1x, /sites/default/files/styles/hero_m_x2/public/2022-09/customer-commitments-state-of-the-customer.png?itok=iBGWaVWg 2x" media="(min-width: 768px)" type="image/png" width="650" height="433"/><source srcset="/sites/default/files/styles/hero_s_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=xvtlOuOb 1x, /sites/default/files/styles/hero_s_x2/public/2022-09/customer-commitments-state-of-the-customer.png?itok=6HYGbwWO 2x" media="(min-width: 480px)" type="image/png" width="767" height="511"/><source srcset="/sites/default/files/styles/hero_xs_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=SPLy6LrZ 1x, /sites/default/files/styles/hero_xs_x2/public/2022-09/customer-commitments-state-of-the-customer.png?itok=etvtRnqF 2x" type="image/png" width="479" height="319"/><img loading="eager" src="/sites/default/files/styles/hero_l_x1/public/2022-09/customer-commitments-state-of-the-customer.png?itok=soltnoyV" width="768" height="512" alt="""" /></picture> <div class="nsw-hero-banner__logo"></div> </div> </div> </div> </div> </div> </section> <section class="layout--edge-to-edge nsw-section nsw-section--no-padding"> <div > <div class="nsw-block"> <div class="node-content__element"><div data-analytics-component="links--sub_navigation" class="nsw-container sub-navigation"><div class="nsw-accordion js-accordion"><div class="nsw-accordion__title"><h2> Explore State of the Customer</h2></div><div class="nsw-accordion__content"><div class="nsw-link-list--grid nsw-link-list--grid--three"><div class="nsw-link-list"><ul><li><a href="https://www.nsw.gov.au/state-of-the-customer" class="is-external__list" data-analytics-component="links"><span class="is-external__target">Home</span></a></li><li><a href="/nsw-government/state-of-customer/customers" class="is-external__list" data-analytics-component="links" hreflang="en"><span class="is-external__target">Customers</span></a></li><li><a href="/nsw-government/state-of-customer/key-metrics" class="is-external__list" data-analytics-component="links" hreflang="en"><span class="is-external__target">Key metrics</span></a></li><li><a href="/nsw-government/state-of-customer/services" class="is-external__list" data-analytics-component="links" hreflang="en"><span class="is-external__target">Services</span></a></li><li><a href="https://www.nsw.gov.au/nsw-government/state-of-customer/case-studies" class="is-external__list" data-analytics-component="links"><span class="is-external__target">Case studies</span></a></li></ul></div></div></div></div></div></div> </div> </div> </section> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <p>We want everyone who lives, works, visits or invests in NSW to have the best possible experience every time they interact with any of our services. We're committed to putting customers at the centre of everything we do to improve outcomes and deliver services that are easy, fair, accessible, transparent and empathetic.</p><p>Everyone remembers good experiences, but it is often the bad ones that leave lasting impressions in our memories.</p><p>Our 6 Customer Commitments give a clear picture of what to expect when interacting with our services. We have used extensive customer research to develop these commitments to ensure our customers have a first-class experience, every time.</p></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h2>Find out how our services are living up to customer expectations across the Customer Commitments</h2></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block card-grid card-grid--three block--cards"> <div class="nsw-block"> </div> <div class="nsw-block"> <div class="card-grid__cards"> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=MBiiLzp_ 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=kyavx88i 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=FRnk_6Wk 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=KHjUR50f 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=KXkuaiP9 1x, /sites/default/files/styles/card_s_x2/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=uK2e6zGZ 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=GZszwG5S 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/easy-to-access-state-of-the-customer.png.avif?h=7eabb7da&itok=ukNfcrWP 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=MBiiLzp_ 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=kyavx88i 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=FRnk_6Wk 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=KHjUR50f 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=KXkuaiP9 1x, /sites/default/files/styles/card_s_x2/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=uK2e6zGZ 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=GZszwG5S 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=ukNfcrWP 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/easy-to-access-state-of-the-customer.png?h=7eabb7da&itok=KXkuaiP9" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/easy-to-access" data-analytics-component="cards">Easy to access</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/easy-to-access.png.avif?itok=LxiQNz-U 1x, /sites/default/files/styles/icon_x2/public/2022-06/easy-to-access.png.avif?itok=yfTkhW47 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/easy-to-access.png?itok=LxiQNz-U 1x, /sites/default/files/styles/icon_x2/public/2022-06/easy-to-access.png?itok=yfTkhW47 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/easy-to-access.png?itok=LxiQNz-U 1x, /sites/default/files/styles/icon_x2/public/2022-06/easy-to-access.png?itok=yfTkhW47 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/easy-to-access.png?itok=LxiQNz-U" alt=""""></picture></span><p>Customers find our services easy to access when interactions are simple and services are readily available.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=i5MZfCQ2 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=00Zdb8iU 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=afGrmr0v 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=6X9SgAiH 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=0h3xsGjz 1x, /sites/default/files/styles/card_s_x2/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=cDeKbIYQ 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=BBkNRFaG 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/act-with-empathy-state-of-the-customer.png.avif?h=7eabb7da&itok=6W1b90yy 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=i5MZfCQ2 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=00Zdb8iU 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=afGrmr0v 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=6X9SgAiH 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=0h3xsGjz 1x, /sites/default/files/styles/card_s_x2/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=cDeKbIYQ 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=BBkNRFaG 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=6W1b90yy 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/act-with-empathy-state-of-the-customer.png?h=7eabb7da&itok=0h3xsGjz" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/act-empathy" data-analytics-component="cards">Act with empathy</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/act-with-empathy.png.avif?itok=brQbSKkQ 1x, /sites/default/files/styles/icon_x2/public/2022-06/act-with-empathy.png.avif?itok=vXiN_9JL 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/act-with-empathy.png?itok=brQbSKkQ 1x, /sites/default/files/styles/icon_x2/public/2022-06/act-with-empathy.png?itok=vXiN_9JL 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/act-with-empathy.png?itok=brQbSKkQ 1x, /sites/default/files/styles/icon_x2/public/2022-06/act-with-empathy.png?itok=vXiN_9JL 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/act-with-empathy.png?itok=brQbSKkQ" alt=""""></picture></span><p>Our services are focused on understanding and responding to the situations, needs and points of view of our customers.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=Mt2hKEiy 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=NJ2l4mAX 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=vptrsJ3A 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=eyrVVVn7 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=NOwyflHw 1x, /sites/default/files/styles/card_s_x2/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=D_AcVodP 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=oGKYAit- 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/respect-my-time-state-of-the-customer.png.avif?h=7eabb7da&itok=dbNmxzwk 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=Mt2hKEiy 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=NJ2l4mAX 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=vptrsJ3A 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=eyrVVVn7 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=NOwyflHw 1x, /sites/default/files/styles/card_s_x2/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=D_AcVodP 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=oGKYAit- 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=dbNmxzwk 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/respect-my-time-state-of-the-customer.png?h=7eabb7da&itok=NOwyflHw" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/respect-my-time" data-analytics-component="cards">Respect my time</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/respect-my-time.png.avif?itok=xenkd9nY 1x, /sites/default/files/styles/icon_x2/public/2022-06/respect-my-time.png.avif?itok=5K16UaIr 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/respect-my-time.png?itok=xenkd9nY 1x, /sites/default/files/styles/icon_x2/public/2022-06/respect-my-time.png?itok=5K16UaIr 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/respect-my-time.png?itok=xenkd9nY 1x, /sites/default/files/styles/icon_x2/public/2022-06/respect-my-time.png?itok=5K16UaIr 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/respect-my-time.png?itok=xenkd9nY" alt=""""></picture></span><p>Being respectful of time is key to a positive experience for customers using our services.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=peYl_FRj 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=tzmjtlB7 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=LGPDmeNw 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=TFbCmd_M 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=SjgNYTQR 1x, /sites/default/files/styles/card_s_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=B5e_Mvr7 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=Csi1u9nu 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png.avif?h=7eabb7da&itok=XjOHjPig 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=peYl_FRj 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=tzmjtlB7 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=LGPDmeNw 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=TFbCmd_M 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=SjgNYTQR 1x, /sites/default/files/styles/card_s_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=B5e_Mvr7 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=Csi1u9nu 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=XjOHjPig 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/explain-what-to-expect-state-of-the-customer.png?h=7eabb7da&itok=SjgNYTQR" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/explain-what-to-expect" data-analytics-component="cards">Explain what to expect</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/explain-what-to-expect.png.avif?itok=xSsOp1aH 1x, /sites/default/files/styles/icon_x2/public/2022-06/explain-what-to-expect.png.avif?itok=uX8eDvxj 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/explain-what-to-expect.png?itok=xSsOp1aH 1x, /sites/default/files/styles/icon_x2/public/2022-06/explain-what-to-expect.png?itok=uX8eDvxj 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/explain-what-to-expect.png?itok=xSsOp1aH 1x, /sites/default/files/styles/icon_x2/public/2022-06/explain-what-to-expect.png?itok=uX8eDvxj 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/explain-what-to-expect.png?itok=xSsOp1aH" alt=""""></picture></span><p>Customers need to understand what steps are involved and be contacted when they need to know something.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=u53EgY1j 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=Axawy2Sv 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=5Ni2FS-a 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=J017Tjj1 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=ao93EQpI 1x, /sites/default/files/styles/card_s_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=sVOrnCgd 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=jbxWdZps 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png.avif?h=7eabb7da&itok=zy2Ql077 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=u53EgY1j 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=Axawy2Sv 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=5Ni2FS-a 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=J017Tjj1 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=ao93EQpI 1x, /sites/default/files/styles/card_s_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=sVOrnCgd 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=jbxWdZps 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=zy2Ql077 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/resolve-the-situation-state-of-the-customer.png?h=7eabb7da&itok=ao93EQpI" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/resolve-situation" data-analytics-component="cards">Resolve the situation</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/resolve-the-situation.png.avif?itok=INswhUgA 1x, /sites/default/files/styles/icon_x2/public/2022-06/resolve-the-situation.png.avif?itok=ilmuL2yJ 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/resolve-the-situation.png?itok=INswhUgA 1x, /sites/default/files/styles/icon_x2/public/2022-06/resolve-the-situation.png?itok=ilmuL2yJ 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/resolve-the-situation.png?itok=INswhUgA 1x, /sites/default/files/styles/icon_x2/public/2022-06/resolve-the-situation.png?itok=ilmuL2yJ 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/resolve-the-situation.png?itok=INswhUgA" alt=""""></picture></span><p>Customers expect us to deliver an outcome and be accountable for our actions along the way.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> <div class="nsw-card"> <div class="nsw-card__image"> <h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=_m1eaOq5 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=rz93JVGn 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=JftKvNt9 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=lnSR02S1 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=IsqWC0H0 1x, /sites/default/files/styles/card_s_x2/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=OtHSl7Bl 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=JxshJxeC 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/engage-the-community-state-of-the-customer.png.avif?h=7eabb7da&itok=0nAxR8be 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=_m1eaOq5 1x, /sites/default/files/styles/card_l3_x2/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=rz93JVGn 2x" media="(min-width: 1024px)" type="image/png" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=JftKvNt9 1x, /sites/default/files/styles/card_m3_x2/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=lnSR02S1 2x" media="(min-width: 768px)" type="image/png" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=IsqWC0H0 1x, /sites/default/files/styles/card_s_x2/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=OtHSl7Bl 2x" media="(min-width: 480px)" type="image/png" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=JxshJxeC 1x, /sites/default/files/styles/card_xs_x2/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=0nAxR8be 2x" type="image/png" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-06/engage-the-community-state-of-the-customer.png?h=7eabb7da&itok=IsqWC0H0" width="735" height="208" alt="""" /></picture> </div> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/commitments/engage-community" data-analytics-component="cards">Engage the community</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <span class="align-left nsw-media nsw-media--image nsw-media--view-mode--icon"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/engage-the-community.png.avif?itok=02tDTZuL 1x, /sites/default/files/styles/icon_x2/public/2022-06/engage-the-community.png.avif?itok=u8NeMlJx 2x" type="image/avif" width="64" height="64"><source srcset="/sites/default/files/styles/icon_x1/public/2022-06/engage-the-community.png?itok=02tDTZuL 1x, /sites/default/files/styles/icon_x2/public/2022-06/engage-the-community.png?itok=u8NeMlJx 2x" type="image/png" width="64" height="64"><img loading="eager" srcset="/sites/default/files/styles/icon_x1/public/2022-06/engage-the-community.png?itok=02tDTZuL 1x, /sites/default/files/styles/icon_x2/public/2022-06/engage-the-community.png?itok=u8NeMlJx 2x" width="64" height="64" src="/sites/default/files/styles/icon_x1/public/2022-06/engage-the-community.png?itok=02tDTZuL" alt=""""></picture></span><p>Customers expect us to meaningfully engage with them about how they want services delivered.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> </div> </div> </div> </div> </div> </section> <section class="layout--three-quarters-centered nsw-section"> <div class="nsw-container"> <div class="nsw-grid nsw-grid--justify-center"> <div class="nsw-col nsw-col-md-12 nsw-col-lg-9"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h2>How our customers are experiencing our Commitments</h2><p>We showed customers a series of statements and asked them to rate them based on their experience using one of our services.</p></div> </div> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <span class="align-center nsw-media nsw-media--flourish nsw-media--view-mode--default"><div class="flourish-embed flourish-chart" data-src="visualisation/10574111" data-url="https://flo.uri.sh/visualisation/10574111/embed" aria-label="Flourish graph responses"></div></span></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section nsw-section--brand-dark nsw-section--large nsw-section--invert"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <blockquote><p>“Act with empathy commitment means that the organisation puts the customer first and that they act in the best interest of the consumer. It forges a sense of community and belonging”</p><p><sub>Female, 39 years, Metro NSW <sup>1</sup></sub></p></blockquote></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section page--highlight nsw-section--large"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="nsw-wysiwyg-content"> <h3>Case study</h3></div> </div> <div class="nsw-block nsw-block--card"> <div class="nsw-card nsw-card--horizontal"><div class="nsw-card__image"><h3 class="sr-only">Image</h3><picture><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=2lihJekC 1x, /sites/default/files/styles/card_l3_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=7U1yAdDI 2x" media="(min-width: 1024px)" type="image/avif" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=SnQSShhT 1x, /sites/default/files/styles/card_m3_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=0RY-2_RD 2x" media="(min-width: 768px)" type="image/avif" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=iHEhy0H5 1x, /sites/default/files/styles/card_s_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=7Fo4aLmL 2x" media="(min-width: 480px)" type="image/avif" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=bpgXwML5 1x, /sites/default/files/styles/card_xs_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg.avif?h=ac1ff859&itok=JULG1JDU 2x" type="image/avif" width="447" height="208"/><source srcset="/sites/default/files/styles/card_l3_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=2lihJekC 1x, /sites/default/files/styles/card_l3_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=7U1yAdDI 2x" media="(min-width: 1024px)" type="image/jpeg" width="570" height="300"/><source srcset="/sites/default/files/styles/card_m3_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=SnQSShhT 1x, /sites/default/files/styles/card_m3_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=0RY-2_RD 2x" media="(min-width: 768px)" type="image/jpeg" width="486" height="216"/><source srcset="/sites/default/files/styles/card_s_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=iHEhy0H5 1x, /sites/default/files/styles/card_s_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=7Fo4aLmL 2x" media="(min-width: 480px)" type="image/jpeg" width="735" height="208"/><source srcset="/sites/default/files/styles/card_xs_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=bpgXwML5 1x, /sites/default/files/styles/card_xs_x2/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=JULG1JDU 2x" type="image/jpeg" width="447" height="208"/><img loading="lazy" src="/sites/default/files/styles/card_s_x1/public/2022-08/tradesperson-nsw-digital-certificate.jpg?h=ac1ff859&itok=iHEhy0H5" width="735" height="208" alt="""" /></picture></div><div class="nsw-card__content"><h3 class="nsw-card__title is-excluded"><a href="/nsw-government/state-of-customer/case-studies/nsw-government-licensing-program" data-analytics-component="cards">Applying for, renewing, and using a licence is now much easier</a></h3><div class="nsw-card__copy"><div class="nsw-wysiwyg-content"><p>The NSW Government is making it easier for businesses and licenced occupations to apply for and renew their required licences.</p></div></div><span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span></div></div> </div> </div> </div> </div> </section> <section class="layout--full nsw-section nsw-section--brand-light nsw-section--large"> <div class="nsw-container"> <div class="nsw-grid"> <div class="nsw-col"> <div class="nsw-block"> <div class="node-content__element"><div class="nsw-wysiwyg-content"><h2>Find out more about the report</h2></div></div> </div> <div class="nsw-block block--cards"> <div class="nsw-block"> </div> <div class="nsw-block"> <div class="cards-scroll campaign "> <div id="glide--2" class="glide"> <div class="glide__track" data-glide-el="track"> <div class="glide__slides"> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/customers" data-analytics-component="cards">Customers</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/key-metrics" data-analytics-component="cards">Key metrics</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Find how State of the Customer reports on our goal to deliver easy, effective, and trustworthy services.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/services" data-analytics-component="cards">Services</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>See a range of services we deliver that cater to customers with different needs and circumstances.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer/case-studies" data-analytics-component="cards">Case studies</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>See examples of how we embed a customer focused approach to services, programs and initiatives.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> <div class="glide__slide"> <div class="nsw-card"> <div class="nsw-card__content"> <h3 class="nsw-card__title is-excluded"> <a href="/nsw-government/state-of-customer" data-analytics-component="cards">Home</a> </h3> <div class="nsw-card__copy"><div class="nsw-wysiwyg-content"> <p>Return to the State of the Customer homepage.</p></div> </div> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">east</span> </div> </div> </div> </div> <div class="glide__arrows" data-glide-el="controls"> <button type="button" class="glide__arrow glide__arrow--left" data-glide-dir="|<" aria-hidden="true" tabIndex="-1"> <span class="material-icons notranslate nsw-material-icons">keyboard_arrow_left</span> </button> <button type="button" class="glide__arrow glide__arrow--right" data-glide-dir="|>" aria-hidden="true" tabIndex="-1"> <span class="material-icons notranslate nsw-material-icons">keyboard_arrow_right</span> </button> </div> <div class="glide__bullets" data-glide-el="controls[nav]"></div> </div> </div> </div> </div> </div> <div class="nsw-block"> <div class="nsw-block nsw-accordion js-accordion"> <div class="nsw-accordion__title is-excluded">About the Customer Commitments data</div><div class="nsw-accordion__content"><div class="nsw-wysiwyg-content"><p><strong>Source:</strong><br><sup>1 </sup>NSW Government Customer Experience Qualitative Research, Q1 2022.</p><hr><p><strong>CXS Source: </strong>NSW Government Customer Experience Survey (CXS). <a data-entity-substitution="canonical" data-entity-type="node" data-entity-uuid="45a284e3-6383-475e-b690-28ce3c23330f" href="/nsw-government/state-of-customer/survey-methodology" title="About the report and survey methodology">About the survey methodology.</a></p><p><strong>Fieldwork:</strong> January to June 2022.<br><strong>Questions: </strong>Thinking about your experience with the government service, we would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.<br><strong>Base: </strong>Customers who have interacted with government services in the last 12 months.<br><strong>Sample sizes: </strong>Customer Commitments (various n=9044 to 11588).<br><strong>Definitions and notes: </strong>Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.</p></div></div> </div> </div> </div> </div> </div> </section> </article> </div> <a class="nsw-direction-link dcs-top-link dcs-top-link--hidden" href="#top"> <span class="nsw-direction-link__text"> Top <span class="sr-only">of page</span> </span> <span class="dcs-icons material-icons nsw-material-icons notranslate" aria-hidden="true" tab-index="-1">north</span> </a> </main> <footer class="nsw-footer page__footer"> <div id="block-agencyattribution" class="nsw-block"> <div 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