Public Sector Podcast: Trust Through Listening

In this episode, James Bates, Executive Director Customer, Data and Insights | Chief Data Officer, Department of Customer Service dives into how the government is working to build trust with the community by truly listening to feedback and acting on it. He explains that trust in government services is built on two pillars:

• Effective Trust: Developed through genuine listening and empathy—making people feel heard.
• Cognitive Trust: Built on reliability—delivering what is promised.

Key Discussion Points:

• The Listening Architecture:
   The speaker introduces the "New South Wales Customer Insights Hub," a data-driven system that integrates various datasets from health, education, transport, and more. This holistic approach helps the department understand the full spectrum of a person’s experience with government services.
• From Basic Surveys to Granular Insights:
   Early efforts to gauge customer satisfaction began in 2014 with a whole-of-government survey. The pandemic, however, accelerated the shift to more detailed and real-time feedback loops, enabling the government to gather granular insights and respond quickly.
• Data Triangulation for Better Outcomes:
   Combining sentiment, experience, and behavioural data (with over 15,000 datasets from both public and private sources) is central to ensuring that government actions align with community needs. This triangulation helps overcome the gap between what people say and what they actually do.
• Real-World Impact – A Case Study in Health and Education:
   The guest shares a practical example of how improved communication and process adjustments in scheduling child developmental checks (the “Blue Book” initiative) led to a 30% increase in check completion. This improvement, especially among disadvantaged communities, highlights the potential for positive societal impact.
• Inclusive Service Delivery:
   Emphasising the need for simplicity in communication, the speaker discusses how delivering services in multiple languages and using plain language not only benefits specific groups (like non-English speakers and individuals with intellectual disabilities) but improves service quality for everyone.
• Call to Action for Public Servants:
   The episode wraps up with an invitation to public servants and partners to leverage the New South Wales Customer Insights Hub. With over 550 recorded interactions, this tool provides valuable data that can help shape more effective and trusted government services.

Key Takeaways:

• Listening and Acting Build Trust:
   The twin pillars of effective (empathy-driven) and cognitive (reliability-focused) trust are crucial in building community confidence in government services.
• Data-Driven Decisions:
   Using a holistic and integrated approach to data—from sentiment to behaviour—enables more targeted and effective service improvements.
• Real Impact Through Inclusion:
   Tailoring communication and service delivery to diverse communities leads to higher satisfaction and trust across the board.
• Empowering Public Servants:
   The Customer Insights Hub is a powerful resource available to public servants and partners, encouraging a proactive approach to service improvement and digital transformation.

Join us as we explore how listening and data are transforming the way government services are delivered and how these changes are making a tangible difference in the lives of New South Wales residents.