Who we are

Making NSW a safer, fairer, easier and more productive place to live and work.

Image of lady sitting smiling at the camera sitting in an office with workers on their laptops

Connecting people and government

We support better outcomes for the people of NSW through high quality customer service delivery, effective and efficient regulation, and innovative digital enablement of government.

Our goals

As an agency we have four goals: 

Digital enablement

Customer experience, the protection of information, and public sector productivity are underpinned by digital enablement.

Consumer protection

People in NSW experience a high level of consumer protection, fair treatment in the rental and strata sectors and properly constructed housing.

Fair and efficient processes

People in NSW can enjoy easy, fair and efficient processes when transacting with government.

 

Cross sector partnerships

Government agencies across the NSW public sector are supported to deliver for their communities through partnerships that leverage DCS capability.

What we are working towards

We’ve identified four outcomes that define what we aim to achieve as a department.

You can explore how we are working to reach each of these goals below.

Customer experience, the protection of information, and public sector productivity are underpinned by digital enablement

Supporting victims of identity theft

Cybercrime is on the rise, and so is the number of victims. In recent years, many people across NSW have suffered identity theft due to data breaches. 

The ID Support team offers tailored assistance, remediation, and recovery advice to the public, while also leading data breach response coordination for NSW Government agencies. This includes promptly notifying affected individuals and providing swift support to restore or replace stolen identification. 

People in NSW can enjoy easy, fair and efficient processes when transacting with government

Better support for vulnerable cohorts

In response to the growing need for accessible support, particularly during challenging economic times, agencies across DCS are looking to join forces to improve how we identify and assist vulnerable customers.


By  securely sharing learnings and designing a consistent approach, along with streamlining services, and sharing capabilities , we can ensure that vulnerable people receive the support they need without delays.

People in NSW experience a high level of consumer protection, fair treatment in the rental and strata sectors and properly constructed housing.

Addressing the housing crisis

The Building Commission NSW plays an important role in delivering the NSW Government commitment to deliver 377,000 homes by 2029 by ensuring that builders comply with safety and quality standards.

Placing strategic focus on this matter will help restore trust in the housing market, giving homebuyers the confidence that their largest investment is safeguarded by reliable, high-quality construction that meets safety requirements.

Government agencies across the NSW public sector are supported to deliver for their communities through partnerships that leverage DCS capability

Improving experiences with early childhood education services

Engaging with the education system for the first time can be overwhelming for parents. To address this, the Department of Education (DoE) partnered with the DCS Data Analytics Centre (DAC) to identify key challenges and opportunities for improvement.

Through 35 focus groups, two large-scale surveys, and independent research, the DAC mapped the current-state experience and developed user journeys that provided a clear roadmap for improving early childhood education services, ensuring a smoother and more supportive experience for parents.

Our people

From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.
 

1:08

DCS stories - William Dieu making a difference

Will is the Manager of customer experience at Revenue NSW and is passionate about solving customer problems.

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Video transcript

DCS stories - William Dieu making a difference

- My name is William Dieu and I work as the manager of customer experience at Revenue NSW. We are the primary revenue-collecting agency for New South Wales Government. And what that means is we collect fines, debts and administer grants for our customers. I manage a team of analysts and designers who take a human-centered design approach to solving customer's problems. The team is great. I mean, I've only been here nine months but it already feels like a family to me. We are a bunch of passionate people who are genuinely passionate about our customers. I do feel excited coming to work because there's a meaning and a purpose. There's a goal of meeting customer's expectations and delivering on that. So that's what makes me wake up in the morning if you like.

1:03

DCS stories - Karen Ellis making a difference

Karen from Fair Trading is a consumer protection officer making sure all the products you buy are safe and compliant with Australian Consumer Law.

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Video transcript

DCS stories - Karen Ellis making a difference

- I'm Karen Ellis. I'm a consumer protection officer. I work in New South Wales Fair Trading. Happily married, I have two grown-up children. Everyone's a customer and a lot of our roles revolve around customer service. The area that I concentrate on mainly is product safety, have done for many, many years, and that involves going out in the marketplace, looking for not only toys but other products, and those products have to comply with the standards. If they don't, then they're non-compliant with the Australian Consumer Law. I find that 99% of people, when you speak to them and treat them respectfully, you find the majority of them are very nice people and want to cooperate. The satisfaction I get out of my job's immense. I wouldn't be doing it for over 30 years if I didn't.

Our values

We are guided by our core values of integrity, trust, service and accountability. 

DCS employees embrace the government sector core values and their underpinning principles to create a positive organisational culture and act with integrity. DCS employees* are also expected to comply with the Code of Ethics and Conduct.  

*Refers to all individuals employed, appointed or otherwise engaged. This includes permanent, temporary and casual employees, as well as consultants, contractors and agency employees engaged to perform work for or on behalf of DCS.

Our minister

The Hon. Jihad DIB, MP

A headshot of Minister Jihad Dib in front of a white background

Jihad is a former board member of the Australia Day Council of NSW, the NSW Police Commissioners’ Advisory Panel, and the SBS Community Advisory Committee. 

Jihad has campaigned tirelessly for inclusiveness and the celebration of diversity in our society, believing in the notion that “if you can see it, you can be it”. 

Prior to being elected to the NSW Parliament in 2015, Jihad was Principal of Punchbowl Boys’ High. 

Over a period of 9 years, he transformed the school by developing strong relationships with the community, local organisations and government agencies.

Contact Minister Dib

Our leadership team

Our secretary Graeme Head

DCS is led by our Secretary, Graeme Head, and a team of experts accomplished in making practical strategies come to life. 

A headshot of DCS Secretary Graeme Head

Graeme became the Secretary for the NSW Department of Customer Service in November 2023, after holding numerous leadership positions in both the public and private sectors. 

He is an experienced organisational leader with an extensive track record in policy development, innovation and reform, and a keen focus on customer experience and streamlined service delivery. He has 25 years of experience at senior executive level in government, 17 of which were at chief executive level. 

Graeme previously served as the inaugural NSW Public Service Commissioner and held senior executive positions across government agencies, including at the NDIS Quality and Safeguards Commission, Sydney Catchment Authority, the former NSW Department of Commerce, and Department of Premier and Cabinet. 

He is a Fellow of the Institute of Public Administration of Australia and was made an Officer in the Order of Australia in the 2019 Australia Day Honours List. 

Our executive

Graeme’s leadership team includes:

  • Michael Tzimoulas, Chief Financial Officer
  • Jody Grima, Chief People Officer, People & Culture
  • Laura Christie, Deputy Secretary, Digital.NSW, Govt Chief Information & Digital Officer
  • Greg Wells, Managing Director, Service NSW
  • Natasha Mann, Deputy Secretary & NSW Fair Trading Commissioner
  • Leigh Sanderson, Deputy Secretary for Policy, Strategy & Governance
  • Phil Minns, Deputy Secretary, Revenue NSW
  • Catherine D’Elia, Deputy Secretary, Government Shared Services
  • James Sherrard, NSW Building Commissioner
  • Andrew Floro, General Counsel

Independent agencies: 

  • SafeWork NSW
  • State Insurance Regulatory Authority (SIRA)
  • Personal Injury Commission (PIC)
  • Independent Review Office (IRO)
  • Small Business Commission (SBC)
  • Information and Privacy Commission (IPC)
  • NSW Telco Authority 

Related information

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