{ "entity_id": "S-NSW-037", "folder": "Service-NSW", "name": "Service NSW", "type": "Statutory Authority", "jurisdiction": "NSW", "portfolio": "Customer Service", "website": "https://www.service.nsw.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": true, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_global_initiatives_structured": false, "n_global_initiatives": 0, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 8, "n_kpi_targets": 3, "n_kpi_results": 3, "n_outcomes": 3, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]", "official_site_url": "https://www.service.nsw.gov.au/", "source_documents": [ { "type": "annual_report", "title": "Annual Report 2024-25 Read the annual report for SNSW for 1 July 2024 to 30 June 2025.", "url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2023-24 Read the annual report for SNSW for 1 July 2023 to 30 June 2024.", "url": "https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2022-23 Read the annual report for SNSW for 1 July 2022 to 30 June 2023.*", "url": "https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf", "period": "2022-23", "confidence": "high" } ], "purpose": { "text": "One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]", "source_url": "", "source_page": 13, "source_deep_url": "" }, "vision": { "text": "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "source_url": "", "source_page": 13, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Digital Enablement", "description": "Digital Enablement", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Fair & Efficient Processes", "description": "Fair & Efficient Processes", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Cross Sector Partnerships", "description": "Cross Sector Partnerships", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "Operational Excellence", "description": "Operational Excellence", "source_url": "", "source_page": 13, "source_deep_url": "" }, { "title": "People at Our Core", "description": "People at Our Core", "source_url": "", "source_page": 13, "source_deep_url": "" } ], "values": [ { "name": "integrity", "description": "", "source_url": "", "source_page": null }, { "name": "trust", "description": "", "source_url": "", "source_page": null }, { "name": "service", "description": "", "source_url": "", "source_page": null }, { "name": "accountability", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Enhanced digital leadership", "description": "Systematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government.", "activities": [ "Organisational shifts", "Governance through best-in-class technologies", "Cybersecurity" ], "source_url": "", "source_page": 13, "source_deep_url": "" }, { "name": "Outcome 2: Full cost recovered for services", "description": "Transparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development.", "activities": [ "Partner retention", "Financial reporting", "Resource reporting" ], "source_url": "", "source_page": 13, "source_deep_url": "" }, { "name": "Outcome 3: Integrated services", "description": "Integrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing.", "activities": [ "Proactive culture", "Continuous improvement", "Embedded efficiency" ], "source_url": "", "source_page": 13, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Customer Satisfaction", "target": "95% satisfaction rate", "latest_result": "99% satisfaction rate", "status": "Achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 }, { "code": "CCE02", "measure": "First time resolution", "target": "90% first time resolution", "latest_result": "85% first time resolution", "status": "Mostly achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 }, { "code": "CCE03", "measure": "Partner trust scores", "target": "90% partner trust", "latest_result": "88% partner trust", "status": "Mostly achieved", "target_source_url": "", "target_source_page": 13, "result_source_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "result_source_page": 17 } ], "document_alignment_terms": { "must_support": [ "One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]", "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "Digital Enablement", "Fair & Efficient Processes", "Cross Sector Partnerships", "Operational Excellence", "People at Our Core" ], "watch_terms": [ "Customer Satisfaction", "First time resolution", "Partner trust scores" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "global_initiatives": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": "Making NSW a safer, fairer, easier and more productive place to live and work for people, businesses and communities. [AR p.13]", "vision_source_page": 13, "purposes": "One stop access and connection to accessible, high quality, safe, trusted and efficient customer service on behalf of the NSW Government and our partners. [AR p.13]", "purposes_source_page": 13, "how_we_deliver": "We achieve this by offering a customer-centric, single point of contact for NSW Government services. Whether it’s simplifying digital experiences, expanding face-to-face services across metropolitan, regional and remote areas, or supporting our frontline teams, our commitment is to make every interaction with government easier and more intuitive. We also work to strengthen awareness of our services and build trust in the Service NSW brand. [AR p.9]", "how_we_deliver_source_page": 9, "government_priorities": [ { "text": "Digital Enablement", "source_page": 13 }, { "text": "Fair & Efficient Processes", "source_page": 13 }, { "text": "Cross Sector Partnerships", "source_page": 13 }, { "text": "Operational Excellence", "source_page": 13 }, { "text": "People at Our Core", "source_page": 13 } ], "outcomes": [ { "name": "Outcome 1: Enhanced digital leadership", "description": "Systematic, scalable, and adaptable digital solutions that drive alignment and shared purpose across government.", "key_activities": [ "Organisational shifts", "Governance through best-in-class technologies", "Cybersecurity" ], "source_page": 13 }, { "name": "Outcome 2: Full cost recovered for services", "description": "Transparent priorities that drive alignment and shared purpose with partners to deliver strategic improvement in efficiency and development.", "key_activities": [ "Partner retention", "Financial reporting", "Resource reporting" ], "source_page": 13 }, { "name": "Outcome 3: Integrated services", "description": "Integrated services matching demand with a single view of partners to deliver strategic improvement in health, safety, and wellbeing.", "key_activities": [ "Proactive culture", "Continuous improvement", "Embedded efficiency" ], "source_page": 13 } ], "values": [ "integrity", "trust", "service", "accountability" ], "values_framework_name": "APS Values", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Customer Satisfaction", "target": "95% satisfaction rate", "source_page": 13 }, { "code": "CCE02", "measure": "First time resolution", "target": "90% first time resolution", "source_page": 13 }, { "code": "CCE03", "measure": "Partner trust scores", "target": "90% partner trust", "source_page": 13 } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Customer Satisfaction", "result": "99% satisfaction rate", "status": "Achieved", "source_page": 17 }, { "code": "CCE02", "measure": "First time resolution", "result": "85% first time resolution", "status": "Mostly achieved", "source_page": 17 }, { "code": "CCE03", "measure": "Partner trust scores", "result": "88% partner trust", "status": "Mostly achieved", "source_page": 17 } ], "_source_urls": { "annual_report_url": "https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "[Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 7]\nAbout Service NSW Our network\nService NSW has a strong presence across The following overall customer satisfaction ratings\nNSW, supported by 114 Service Centres, were achieved across Service NSW’s key delivery\nchannels: 97.9% for Service Centres, 94.3% for the\n32 Council Agencies, 7 digital self-serve\nService NSW website, and 96.5% for Contact Centres.\nkiosks, 1 Government Access Centre and\n4 Mobile Service Centre buses.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "[Page 31]\nService NSW Audit and Risk Committee The Chief Risk Officer oversees the implementation Internal Audit External Audit\nof the risk management framework and ensures the\nThe Service NSW Audit and Risk Committee (the Service NSW Internal Audit provides independent The Audit Office of NSW audited the Service NSW\nframework continues to be embedded across Service\nCommittee) has been established in compliance with and objective assurance services and risk and control financial statements for the year ended 30 June 2023,\nNSW divisions.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "[Page 31]\nService NSW Audit and Risk Committee The Chief Risk Officer oversees the implementation Internal Audit External Audit\nof the risk management framework and ensures the\nThe Service NSW Audit and Risk Committee (the Service NSW Internal Audit provides independent The Audit Office of NSW audited the Service NSW\nframework continues to be embedded across Service\nCommittee) has been established in compliance with and objective assurance services and risk and control financial statements for the year ended 30 June 2023,\nNSW divisions.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "Table 2: Performance metrics regarding targeted outcomes\nCustomer NSW population Partner Overall staff % of customers\nsatisfaction within 30 mins satisfaction engagement trust Service\nof a Service score NSW\nNSW point of\npresence\n64% (FY2024–25\n95.88% 99% N/A* People Matter 77%\nEmployee Survey)\nTarget 95% Target 95% Target 90% Target 77% Target 90%\n*This performance measure was not tracked for FY2024–25, see below for explanations.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "Table 2: Performance metrics regarding targeted outcomes\nCustomer NSW population Partner Overall staff % of customers\nsatisfaction within 30 mins satisfaction engagement trust Service\nof a Service score NSW\nNSW point of\npresence\n64% (FY2024–25\n95.88% 99% N/A* People Matter 77%\nEmployee Survey)\nTarget 95% Target 95% Target 90% Target 77% Target 90%\n*This performance measure was not tracked for FY2024–25, see below for explanations.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "[Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "[Page 119]\nHeading Compliance requirement Basis for, or source of, Completed Page reference\nrequirement Yes, No, N/A\nManagement and Numbers and remuneration of TPG25-10a Group 1 - Yes 46\naccountability senior executives Annual Report\nBoard or committee that is TPG25-10a Group 1 - Yes 48\nappointed by the agency’s Annual Report\nminister\nOrganisational chart indicating TPG25-10a Group 1 - Yes 49\nfunctional responsibilities Annual Report\nPeople TPG25-10a Group 1 - Yes 50-52\nAnnual Report\nConsultants TPG25-10a Group 1 - Yes 52\nAnnual Report\nInternational travel TPG25-10a Group 1 - Yes 53\nAnnual Report\nRequirements arising from TPG25-10a Group 1 - Yes 52\nemployment arrangements Annual Report\nLegislation administered by the TPG25-10a Group 1 - Yes 52\nagency Annual Report\nChanges to legislation, changes TPG25-10a Group 1 - Yes 53\nto subordinate legislation, or Annual Report", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "annual-reports/2024-25.pdf (https://www.service.nsw.gov.au/system/files/2025-12/Annual-Report-2025-SNSW_0.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "Workforce Diversity Actual Staff Numbers (Non-casual Headcount at Census Date) 2022–23 $155,445\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with $155,445 > 38 22 14 24 0 0 10 9 0 0\nlevel of (men, gender and/or racial,ethnic, language with a a disability (SES)\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was work- $155,445 > 291 264 166 125 0 2 82 86 9 3\nIslander minority not English related (Non SES)\npeople groups adjustment\nTotal 5213 4802 1727 3454 32\n$0 - 3 3 0 3 0 3 1 0 0 0\n$51,756 Note 1: Estimated figures are only provided for agencies with a response rate greater than 65%.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "Workforce Diversity Actual Staff Numbers (Non-casual Headcount at Census Date) 2022–23 $155,445\nRemuneration Total staff Respondents Men Women Unspecified Aboriginal People from People whose People People with $155,445 > 38 22 14 24 0 0 10 9 0 0\nlevel of (men, gender and/or racial,ethnic, language with a a disability (SES)\nsubstantive women and Torres ethno- first spoken disability requiring\nposition unspecified) Strait religious as a child was work- $155,445 > 291 264 166 125 0 2 82 86 9 3\nIslander minority not English related (Non SES)\npeople groups adjustment\nTotal 5213 4802 1727 3454 32\n$0 - 3 3 0 3 0 3 1 0 0 0\n$51,756 Note 1: Estimated figures are only provided for agencies with a response rate greater than 65%.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2022-23.pdf (https://www.service.nsw.gov.au/system/files/2023-11/Service%20NSW%20Annual%20Report%202022-23.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Procurement & Delivery", "scale": "small", "title": "Procurement lessons library for repeat purchases", "idea": "Capture reusable procurement clauses, market lessons, supplier performance notes, and common evaluation criteria.", "quote": "Table 30 : New major works in 2023-24 (projects over $1 million)\nProject name Total Estimated Start Completion Details of any\nand location expenditure to total cost (year) date (actual or significance\n30 June 2024 estimated)\nService Centre Capital\n9,129,673 10,000,000 2024 Jun-24 Completed\nMaintenance FY24\nToll Relief 3 3,997,074 8,000,000 2023 Jun-26\nTell Your Story Once 3,196,130 5,049,996 2024 2025\nStandard Employment Reusable\n1,623,479 1,623,570 2024 Jun-24 Completed\nVerification Product\nDrives Training Environment Uplift 1,442,357 2,104,881 2024 Sept-24\nWomen in Business 1,430,127 1,430,127 2024 Jun-24 Completed\nScoping and Delivery of Increase of\nPayment for NSW Seniors Energy 1,689,794 1,689,794 2024 Dec-23 Completed\nRebate\nNew Active and Creative Kids\n1,738,751 1,757,270 2024 Mar-24 Completed\nVoucher Project\nLismore Relocation 1,636,155 1,636,155 2024 Jun-24 Completed", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", "source": "annual-reports/2023-24.pdf (https://www.service.nsw.gov.au/system/files/2024-12/Service-NSW-Annual-Report-2023-24.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-NSW-037", "entity_name": "Service NSW", "folder_name": "Service-NSW", "category": "Procurement & Delivery", "scale": "large", "title": "Portfolio delivery office for major investments", "idea": "Stand up a portfolio delivery office that tracks benefits, risks, dependencies, procurement, and delivery confidence.", "quote": "Table 30 : New major works in 2023-24 (projects over $1 million)\nProject name Total Estimated Start Completion Details of any\nand location expenditure to total cost (year) date (actual or significance\n30 June 2024 estimated)\nService Centre Capital\n9,129,673 10,000,000 2024 Jun-24 Completed\nMaintenance FY24\nToll Relief 3 3,997,074 8,000,000 2023 Jun-26\nTell Your Story Once 3,196,130 5,049,996 2024 2025\nStandard Employment Reusable\n1,623,479 1,623,570 2024 Jun-24 Completed\nVerification Product\nDrives Training Environment Uplift 1,442,357 2,104,881 2024 Sept-24\nWomen in Business 1,430,127 1,430,127 2024 Jun-24 Completed\nScoping and Delivery of Increase of\nPayment for NSW Seniors Energy 1,689,794 1,689,794 2024 Dec-23 Completed\nRebate\nNew Active and Creative Kids\n1,738,751 1,757,270 2024 Mar-24 Completed\nVoucher Project\nLismore Relocation 1,636,155 1,636,155 2024 Jun-24 Completed", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Delivery teams / suppliers", 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