At the Public Sector Customer Service Forum late last year, I was pleased to be able to launch sector wide Guarantees of Service (GOS), which express the Government's undertakings to the people of NSW in regard to service. At that time, I emphasised to the CEOs and officers present, my continuing commitment to customer focus as part of the program of management improvement in the public sector.Of course, the completion of the first round of Guarantees is only the beginning of the process of continuous improvement in customer service in the NSW public sector. The inaugural document was always intended as a first attempt by agencies to address some of the basic issues of customer service - services provided, standards of service, access times and locations and procedures for suggestions and complaints. As expected, the shift in organisational culture requires more time to be achieved, and the refinement, improvement, and publication of the second GOS must be part of this processThe GOS is not a document to be filed away, but a living expression of an organisation's undertakings about customer service. As such, it is the public face of a program of internal customer service improvement initiatives. Strategies used in programs might address such issues as corporate culture, communication, setting and improving service standards, and skills development. The next version of an agency's GOS should reflect the progress in initiatives such as these since the first Guarantee was developed. It should focus particularly on those areas of strategic importance to the achievement of customer service objectives.Despite progress brought about by customer service programs, it has become evident that more attention needs to be given to the distribution of GOSs to ensure its ideals and undertakings are effectively communicated to customers and staff. Innovative methods and channels of communication need to be investigated. Also, evidence suggests that training of staff to increase understanding and support of customer service is particularly necessary. I have asked the Office of Public Management to continue to monitor agency customer service activities, and provide support in formulation of their new Guarantees.I would ask you to draw the attention of your CEO's to the importance of maintaining momentum in customer service, and my expectation that a new, refined version of the GOS should now be prepared. Copies of the new GOS should be submitted to OPM by 30 June 1994.

 

John Fahey

Premier