Full description
The Department of Customer Service (DCS) was established on 1 July 2019. (1) The department was formed to "bring together transactional services, digital, data and design, regulatory and compliance activities, and a whole of government view of customer service". (2)
At establishment, there were more than 30 agencies, entities and business units in DCS. Its staff had been transferred from the former Department of Finance, Services and Innovation including staff from Revenue NSW, Service NSW, Data Analytics Centre (from Treasury), the Office of the Customer Service Commissioner and the Behavioural Insights Unit (from the Department of Premier and Cabinet), NSW Registry of Births, Deaths and Marriages (from the Department of Justice), and Liquor and Gaming NSW (from the former Department of Industry). (3)
The Resources Policy and Reform Implementation Branch of the Department of Planning and Environment who were principally involved in the administration of Part 6 of the Environmental Planning and Assessment Act 1979 were transferred to DCS on 28 June 2019. (4)
On 21 December 2021, Independent Liquor and Gaming Authority was transferred from DCS to the Department of Enterprise, Investment and Trade and the Small Business Commissioner was transferred to DCS from Treasury. (5)
The organisational structure of DCS in 2021 consisted of five broad functions: Regulation; Customer, Delivery and Transformation; Digital.NSW; Revenue NSW and Service NSW. (6)
On 1 April 2022, staff involved in the administration of legislation allocated to the Minister for Hospitality and Racing (including Liquor and Gaming NSW) were transferred from DCS to the Department of Enterprise, Investment and Trade. (7)
Endnotes
1. Administrative Arrangements (Administrative Changes—Public Service Agencies) Order 2019 (2019 No 159), cl. 6 (a); NSW Legislation Website 2 April 2019.
2. Department of Customer Service, Annual Report 2020-2021, p.14.
3. Administrative Arrangements (Administrative Changes - Public Service Agencies) Order 2019 (2019 No 159), cls. 7 (a), 18, 22, 30, and 31 respectively; NSW Legislation Website 2 April 2019.
4. Administrative Arrangements (Administrative Changes—Miscellaneous) Order 2019 (No. 308, 2019); NSW Legislation website, 28 June 2019.
5. Department of Customer Service, Annual Report 2020-2021, p.14.
6. Administrative Arrangements (Second Perrottet Ministry—Transitional) Order 2021 (No. 790 2021); NSW Legislation website, 21 December 2021.
7. Administrative Arrangements (Administrative Changes—Miscellaneous) Order 2022 (No. 38, 2022); NSW Legislation website, 17 February 2022.
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