Capitalise on BIU's insights with the Behaviour Smart Bootcamp

The Behaviour Smart Bootcamp helps agencies embed behavioural insights in their services. This scientific method takes the guesswork out of understanding customer behaviour, and allows public servants to build more meaningful experiences now and into the future.

Last updated: 19 December 2022

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Key information

The challenge: Knowing how best to consider customer behaviour can be a barrier to designing and delivering effective services.
The solution: The Behaviour Smart Bootcamp is helping teams across NSW Government clusters tackle tough problems using behavioural science.
What’s next: The Behaviour Smart Bootcamp is empowering participating teams to implement behavioural insights within their agencies and create lasting change in their service delivery.

Presenter talking to crowded room of workshop participants

The challenge

Many challenges we face in the NSW public sector involve staff and customer behaviour. While NSW public servants are experts in the services they deliver, most are not sure how to address behavioural barriers when developing solutions to help their customers. This means we can offer a very helpful service but behavioural barriers, such as time-consuming application forms or information overload, may prevent some customers from accessing those services.

The solution

The NSW Behavioural Insights Unit developed the Behaviour Smart Bootcamp to equip NSW public servants with the skills they need to identify behavioural barriers and implement impactful solutions. Six teams in NSW Government are participating in the 2022 Bootcamp, where they are learning skills to tackle service delivery challenges using behavioural insights.

The Bootcamp is built around three workshops. In the first workshop teams brought a variety of challenges, including helping customers claim government subsidies and thinking through how best to provide support to small businesses. Teams identified a customer or staff behaviour they wanted to change and left the workshop with knowledge about:

key concepts from behavioural insights and human-centred design
how to identify the key stakeholders in their challenge
how to identify a target behaviour
how to develop a research plan for collecting the data that teams need to address their challenge.

Participants brought great enthusiasm over the two-day workshop and were excited to begin applying the skills and knowledge they had learnt to their service challenges.

What’s next

The six teams in the 2022 workshop program will continue working through Bootcamp to create lasting impact for customers.

Excited by Bootcamp and want to boost impact for your customers? Sign your team up for a BI Clinic run by us in the BIU. Clinics are available to NSW public servants, and we’ll provide tailored advice to address behavioural barriers and promote effective service delivery.