Service NSW

Case Study

In 2013 we partnered with SPP on a highly complex digital and service transformation for the NSW government.

We are proud to have contributed to a measurable increase in customer satisfaction from 68% to 96% within a three month period of launch.

Customer Satisfaction (Pre-launch)


Customer Satisfaction (Post-launch)


We were engaged to help deliver the digital platform. Key tasks included:

  • Optimising content and design for a best-of-breed user experience
  • Managing a diverse team of internal and external people
  • Implementing community insights as part of the design phase

The engagement drew on particular skills including:

  • Identifying and implementing optimal design, function, usability and content
  • Website optimisation and security
  • Integrating customer feedback into the design process

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