EP #140 The Making Of The World's Most Customer-Centric Government

"In 2019, this department of customer service [was] created. And I think the mission at the time that we were set was to make New South Wales the world's most customer-centric government. And that's the mission that we're on." - William Murphy

We are wrapping up our interviews on a high note with a jam-packed episode of inspiration featuring William Murphy, NSW Government's Deputy Secretary for Customer Delivery and Transformation.

Host, David Pembroke, chats with William about some of the key changes that have occurred since switching to a customer service mindset.

"Well, I speak to a lot of public servants to talk to them about this. And what we've got in New South Wales government, we've got a set of things we call the New South Wales customer commitments. These are things that we've pulled out of our research over years that are the things that customers expect from us. And they are things like they expect our services to be easy to access. They expect us to respect their time when dealing with us. They expect us to make clear to them what might be the outcome of their interaction with government." - William Murphy

Mentioned at the most recent Organisation for Economic Co-operation and Development (OECD) conference for Public sector communications, NSW Government has set a precedent for how Communications should be.

"The story of New South Wales digital transformation is being shared with governments around the world. Because I think where you are at... I think you're leading the way and you've carved this path." - David Pembroke 

In addition, the pair discuss the importance of having one touchpoint for critical life events like marriages, births, and deaths. 

Discussed in this episode:

• Becoming customer-centric
• The importance of research and innovation
• Why you should "just get started"

"The only advice I'd have for people is really just get started. It's not rocket science and it's not huge stuff. Some of the things that we started in now, we have a programme of work called Government Made Easy. Sounds pretty simple. " - William Murphy

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