Message from the secretary

Over the last few years, Department of Customer Service (DCS) has taken a customer-first approach to everything we do. Our vision is to be the world’s most customer-centric government, putting our customers and community at the centre, people and inclusion at the heart of our business and demonstrating partner collaboration at its best. 

With our vision and our commitment to the NSW public sector values of service, integrity, trust, and accountability, we are determined to deepen our understanding of, and engagement with, our multicultural communities. Our goal is to ensure that we provide services and programs that are designed with our multicultural communities and delivered in ways that they can access. 

I am pleased to introduce the department of customer service’s multicultural plan 2023-25. This plan is based on consultation with both our staff and our community. It considers the way our multicultural customers use, access and engage with us and the way our multicultural staff experience their workplace. This plan also aims to deliver on the policy objectives of the multicultural policies and services program (MPSP): that people from culturally diverse communities achieve high degrees of social and economic participation.

We will use this plan to lay a strong foundation for our ongoing work and aim to achieve culturally competent services, policies, products, and people. DCS is already leading the charge in how government works with multicultural communities and this Plan will build on that work.

Our diverse workforce is one of our strongest assets. Welcoming, respecting and valuing the backgrounds, cultures and languages of our staff is critical to achieving our goals and making a positive change in our communities. 

We have 8 million+ reasons to care and we are committed to listening and learning to do so. 

Em Hogan, Secretary,
Department of Customer Service