These tools can help to understand customer insights and improve satisfaction.
These tools can help to create efficient processes, saving customers time.
These tools can help to inform product design and development.
These tools can help to listen to customers and respond with empathy.
Further DCS resources
Join a community of practice
Communities and professional networks collaborate across NSW government and discuss relevant topics.
Our comprehensive approach to improve the customer experience
The team are experts in improving CX through research, analysis, design and technical solution development for agencies across NSW Government, drawing on a range of methodologies and tools to meet the needs of the business.
How CX transforms government services
CX refers to the interactions and engagement between people and the government when accessing services or information. It aims to improve the way people experience and interact with government services, making them more accessible, efficient and user-friendly. These benefits also show measurable savings in time, effort, cost and administrative burden.
Design Support
The agency leads the solution development, with the CX team providing expert guidance and support throughout the process to build the solution.
Support level: Low
Co-Design
The sponsor agency works collaboratively works with the CX team to define and understand the problem statement, develop a business case and deliver a solution together. This approach supports co-learning and maximises the effectiveness of the solution.
Support level: Medium
One-Stop-Shop
The CX team leads the full research process from ideation to implementation of the solution. With guidance from the sponsor agency this offering utilises the full CX expertise to make the process as easy as possible for the agency.
Support level: High