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Revolutionising Government Services: 

Service NSW's transformation to Customer-Centricity
Service NSW engaged The Customer Experience Company (CEC) as their Human-Centred Design Partner to develop a scalable customer-centred business model for the in-person experience
book

Challenge #1: 

Transactions were adversarial, time-consuming and complex

Challenge #2: 

Services and systems were contained in siloed agencies

Challenge #3: 

There was a mindset held of the government as the customer, not the citizens it served

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