Service NSW - A customer-focused government service transformation

Susan Kehoe was the Executive Director People and Culture for the design and start-up of Service NSW, a one-stop shop model for government service delivery in NSW.  This project designed and set up a new government organisation in only 6 months, transformed the customer and staff experience of government service delivery in NSW, lifted customer satisfaction from 60% to 98% from day one, and lifted staff engagement to top quartile. Coincidentally, it applied many of the principles of Blue Ocean Strategy, a global best practice in strategy design and implementation, to achieve this world-first transformation in only 6 months.

See these videos on the change, and click on the picture below to read the case study on how the project demonstrated many of the principles of Blue Ocean Strategy.

Read this case study on how the principles of Blue Ocean Strategy can explain the world-first success of Service NSW in transforming Government service delivery in only 6 months.