How are families experiencing government services in NSW?
We asked families* in NSW about their experiences interacting with different government services, including how easy they found their interaction with the service, how satisfied they were with their service experience, and to what extent they trusted the service to be working in their best interests.
Here's what families told us
of families find it easy to interact with NSW Government services.
of families are satisfied with their experience with NSW Government services.
of families trust NSW Government services are working in their best interests.
There are
families* living in NSW.1
Of these families,
have dependent children living in their household.1
This means there are
families in NSW that have dependent children living in their household.1
The number of families with children in NSW has
over the last 5 years and is projected to grow by another 12% by 2030.2
How well are we delivering on our Customer Commitments to families?
The NSW Customer Commitments are our promise to customers on what to expect when interacting with our services. These commitments help us to put customers at the heart of our services and everything we do.
There are 6 Commitments that our services seek to deliver on for customers: easy to access, act with empathy, respect my time, explain what to expect, resolve the situation, and engage the community.
Here’s what families told us based on their experience
- Easy to access
- Act with empathy
- Respect my time
- Explain what to expect
- Resolve the situation
- Engage the community
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82% of families surveyed found government services easy to access.
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77% of families surveyed agreed that services delivered on our commitment to act with empathy.
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72% of families surveyed agreed that their time was respected throughout their service experience.
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74% of families surveyed agreed that services delivered on our commitment to explain what to expect.
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80% of families surveyed agreed that their situation was resolved through their experience with a service.
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61% of families surveyed agreed that the government is meaningfully engaging with customers to ask for feedback and how they want services to be delivered.
Case studies
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Making it easier to give your children the best start in life
Brighter Beginnings supports children, families and carers in the first 2000 days of life, from conception to the time a child starts school.
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Giving rural education a digital boost
The Rural Access Gap is making significant strides in closing the digital divide between rural and metropolitan schools.
Find out more about the report
*The ABS defines families as: two or more persons, one of whom is at least 15 years of age, who are related by blood, marriage (registered or de facto), adoption, step or fostering, and who are usually resident in the same household.
The ABS defines dependent children as: children under 15 years or dependent students aged 15-24 years.
Sources:
1 Australian Bureau of Statistics (ABS): 2021 Census of Population and Housing. Occupied Private Dwellings: All Family Households - New South Wales.
2 Australian Bureau of Statistics (ABS): 3236.0 Household and Family Projections, 2016 to 2041. Projected number of families - New South Wales.
CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.
Fieldwork: January to June 2022
Questions: Thinking about your experience with the government service…
- How easy or difficult was it to do this?
- How satisfied or dissatisfied were you with this experience?
- To what extent do you trust the government service to be working in your best interests?
- We would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Families with dependent children (that is, children under 15 years old and/or dependent students) who have interacted with government services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=3694), Trust (n=3713), Customer Commitments (various n=3074 to 3713).
Definitions and notes:
- Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
- Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
- Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.
- Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.