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A customer-centric government is one that recognises its citizens as customers, puts them at the centre of…
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Charissa Ramirez is a user-experience coordinator at the NSW Department of Customer Service. She is part of a…
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Working with customer mindsets is an alternative to persona-based content design. A customer mindset approach…
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Usability testing is a way to evaluate a product or product feature by testing it on users. We do this by…
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In April 2020, the Department of Customer Service (DCS) website was one of the first to be consolidated into…
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2020 was a year like no other. A year that started with the worst bushfires the state has seen, to floods, and…
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As NSW began to tackle the COVID-19 pandemic in March 2020, the NSW Government Digital Channels team built a…
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NSW Registry of Births Deaths and Marriages (BDM) was the first agency to transition to nsw.gov.au. Tim Maund…
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Effective training makes learners more efficient. It increases productivity and in-house capability, leading to…
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The nsw.gov.au Capability & Engagement (C&E) team has two key responsibilities: to support digital…