The NSW Government is aiming to achieve a world class public sector, which is attaining best practice in public administration. The first step in this direction has been to focus on customer service and how Government agencies can provide better services for customers.

Premier's Memorandum 1994-45 asked each agency to identify, core business processes or programs which, with improvement, would result in better services and outcomes for customers, and to implement performance improvement strategies which would affect those core business processes or programs. Agencies have already reported on progress on one of those projects last November, and a summary of the results was circulated. It was also indicated that a further round of reporting would be required.

Agencies are now asked to report on the current status and outcomes of their Quality Customer Service programs, and in particular, what has been achieved in terms of measurable improvements in services or outcomes for customers. Agencies are requested to complete the attached questionnaire and return it to the Service, Performance and Operations Division of the Premier's Department by August 23, 1996.

The material will then be analysed by the Premier's Department and aggregated into a report to the Premier on the QCS project. A report on the results of the overall project will be circulated to all Agencies by the end of November. Feedback will also be provided to individual agencies on their programs.

It is recognised that significant changes have taken place in the structures of some agencies since the Quality Customer Service program was initiated. These may have had an impact on the program nominated in the first round of reporting. Some programs may have been terminated, some modified, and some new programs commenced. The questionnaire makes provision for you to explain the context of your program and the impact of those changes, if appropriate.

As noted, the QCS project is the second stage mi the process of reaching for the ultimate aim of a world class public sector. The next stage will be implementing total quality in all agencies, with the aim of agencies then achieving best practice. Details of expectations for the implementation of Total Quality and agency reporting requirements will be communicated to agencies in the near future.

Roger B Wilkins
A/Director General
Premier's Department