How are young people experiencing government services in NSW?
We asked young people aged 18 to 24 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 young people told us
About young people in NSW
Young people are experiencing life differently than in previous generations. More young people are living at home with parents, and are finding it harder to get their first job and purchase their own property. The voices and unique perspectives of young people should be involved in decision making, for the benefit of our society now and into the future.
There are
18-24 year olds living in NSW, representing 8% of the NSW population.1
are studying, including those still in secondary school, or those in vocational education, for example, TAFE or university. 1
They earn on average
per week in personal income.1
were born in Australia, which is 9% higher than the state average.1
How well are we delivering on our Customer Commitments to young people?
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 young people 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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78% of young people surveyed found government services easy to access.
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75% of young people surveyed agreed that services delivered on our commitment to act with empathy.
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69% of young people surveyed agreed that their time was respected throughout their service experience.
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74% of young people surveyed agreed that services explained what to expect.
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79% of young people surveyed agreed that their situation was resolved.
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62% of young people surveyed agreed that the government is engaging with customers to ask for feedback and how they want services to be delivered.
Case studies
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Supporting young people into adulthood
The Life Skills resource is a series of videos that provide young people with support as they transition to adulthood.
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Enhancing business skills for NSW’s young producers
The Young Farmer Business Program is helping young farmers and fishers become business ready and able to engage with financial lenders.
Find out more about the report
Source:
1 Australian Bureau of Statistics (ABS): 2021 Census of Population and Housing. Persons: People aged 18-24 - 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: Young people aged 18-24 years old who have interacted with government services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=1237), Trust (n=1240), Customer Commitments (various n=1096 to 1240).
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.