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NSW Department of Customer Service Annual Report 2019-2020

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NSW Department of Customer Service Annual Report 2019-2020 Department of Customer Service Annual Report 2019/2020 NSW Department of Customer Service Annual Report 2019/20 ISSN: 2207-0265 Author Department of Customer Service Copyright @2020. Crown in right of New South Wales through the Department of Customer Service. You may copy, distribute, display, download and otherwise freely deal with this work for any purpose, provided that you attribute the Department of Customer Service as the owner. However, you must obtain permission if you wish to: 1. charge others for access to the work (other than at cost) 2. include the work in advertising or a product sale, or 3. modify the work. More information Any inquiries relating to consent and use of this publication, including by NSW government agencies, must be addressed to DCS Internal Communications at: [email protected] Department of Customer Service Annual Report 2019/2020 2 McKell Building – 2-24 Rawson Place, Sydney NSW 2000 Tel 13 77 88 | TTY 1300 301 181 www.nsw.gov.au Office of the Secretary The Hon Victor Dominello MP The Hon Kevin Anderson MP Minister for Customer Service Minister for Better Regulation and Innovation GPO Box 5341 GPO Box 5341 SYDNEY NSW 2001 SYDNEY NSW 2001 Dear Ministers I am pleased to submit the annual report for the NSW Department of Customer Service for the year ended 30 June 2020 for presentation to Parliament. This report has been prepared in accordance with the Annual Reports (Departments) Act 1985, the Public Finance and Audit Act 1983 and the regulations under those Acts. The report also includes annual reports for the: • Registrar General • Surveyor General • Geographical Names Board • Building Professionals Board. The annual report of the Surveyor General was prepared in accordance with section 33 of the Surveying and Spatial Information Act 2002. The annual report of the Geographical Names Board was prepared in accordance with section 16 of the Geographical Names Act 1966. The annual report of the Building Professionals Board was prepared in accordance with the Annual Reports (Statutory Bodies) Act 1984, the Public Finance and Audit Act 1983 and the regulations under those Acts. Yours sincerely Emma Hogan Secretary Department of Customer Service Annual Report 2019/2020 3 Page intentionally left blank Department of Customer Service Annual Report 2019/2020 4 Contents About this report 7 Functional structure 8 Secretary’s message 9 1 About Customer Service 11 Who we are 12 What we do 15 Principal officers 19 2 Highlights and achievements 22 Better Regulation Division 23 Corporate Services 28 Customer, Delivery and Transformation 30 Digital.NSW 36 Office of the Building Commissioner 41 People and Culture 43 Service NSW 44 State Insurance Regulatory Authority 46 Office of the Secretary 47 Financial highlights 48 3 Corporate performance 50 Strategic priorities 51 Strategic planning and performance framework 52 Performance review 53 4 Corporate governance 55 Governance principles and framework 56 Accessing DCS information 58 5 DCS-related entities’ annual reports 64 Office of the Registrar General 65 Office of the Surveyor General 68 Geographical Names Board 71 Building Professionals Board 75 Department of Customer Service Annual Report 2019/2020 5 Contents 6 Appendices 85 Accounts payable performance 86 Consultants 88 Consumer response 90 Disclosure of controlled entities and subsidiaries 96 Diversity and inclusion policies and services 97 Employment and senior executive statistics 105 Employee relations policies and practices 107 Funds granted to non-government community organisations 108 Land disposal 121 Legislation administered 122 Legislative changes 126 Major works 128 Overseas travel 129 Public interest disclosures 131 Research and development 132 Risk management, attestation and insurance activities 135 Significant judicial decisions 140 Work health and safety and injury management 148 Access to DCS and related entities’ offices 150 7 Financial statements 153 Department of Customer Service Independent auditor’s report 154 Statement by Secretary 158 Financial statements 159 Building Professionals Board Independent auditor’s report 243 Member’s statement 245 Financial statements 246 Compliance checklist 263 Department of Customer Service Annual Report 2019/2020 6 About this report This report covers the Department of Customer Service (DCS) and cluster agencies from 1 July 2019 to 30 June 2020. Revenue NSW became a stand alone division of DCS from July 2020, however for the purposes of this report, Revenue NSW was within the Customer, Delivery and Transformation division. Chapter 5 of this report, titled ‘DCS-related entities’ reports’, contains annual reports for the: • Registrar General • Surveyor General • Geographical Names Board • Building Professionals Board The DCS annual report is available at https://www.customerservice.nsw.gov.au/about-us/ publications-and-reports/annual-reports and www.opengov.nsw.gov.au/about. The following entities produce their own separate annual reports as required under legislation: • Board of Surveying and Spatial Information: https://www.bossi.nsw.gov.au • Greyhound Racing NSW: https://www.grnsw.com.au • Greyhound Welfare and Integrity Commission: https://www.gwic.nsw.gov.au • Harness Racing NSW: https://www.hrnsw.com.au • Independent Liquor and Gaming Authority: https://www.liquorandgaming.nsw.gov.au/ independent-liquor-and-gaming-authority • Independent Pricing and Regulatory Tribunal: https://www.ipart.nsw.gov.au/Home/About- IPART/Governance/Annual-Reports/List-of-Annual-Reports • Information and Privacy Commission: https://www.ipc.nsw.gov.au/about-us/our-corporate- information/annual-and-quarterly-reports • Long Service Corporation: http://www.longservice.nsw.gov.au • NSW Architects Registration Board: http://www.architects.nsw.gov.au/publications • NSW Government Telecommunications Authority: https://www.telco.nsw.gov.au • Professional Standards Council: https://www.psc.gov.au/news-and-publications/publications • Racing NSW: https://www.racingnsw.com.au • Rental Bond Board: http://www.fairtrading.nsw.gov.au/ftw/About_us/Publications/Annual_ reports.page • Service NSW: https://www.service.nsw.gov.au/about-us/annual-reports • State Insurance Regulatory Authority: https://www.sira.nsw.gov.au/corporate-information/ annual-reports • Workers Compensation Commission: https://www.wcc.nsw.gov.au/publications/annual-review • Workers Compensation Independent Review Officer (WIRO): http://wiro.nsw.gov.au/ publications The total external cost of producing this report was $3,020.49. Department of Customer Service Annual Report 2019/2020 7 Functional structure* Customer Service Cluster Office of the Secretary Customer Delivery & Corporate Services / Better Regulation Digital.NSW Service NSW Transformation People & Culture One stop shop for Revenue NSW** Government Chief Cluster Finance and Customer service regulation Information and Digital Procurement channels for all NSW NSW Registry of Births Officer Government agencies and Fair Trading Deaths and Marriages Legal transactions Whole of Government ICT Liquor and Gaming NSW Premier Priorities investment prioritisation, Audit and Risk One stop shop for citizens coordination and and businesses across Long Service Corporation Whole of Government assurance processes Governance Service Centres, mobile, customer, behavioural digital, contact centre Office of Racing insights and data analytics Government Technology Workplace and Facilities Platforms Transformation of Office of the Registrar Accelerating customer and Corporate Planning & customer service delivery General digital transformation Cyber Security NSW Performance channels Office of Responsible NSW Government NSW Telco Authority Cluster ICT and CTO MyServiceNSW Gambling brand, advertising communications, Spatial Services and GovConnect SMO Professional Standards nsw.gov.au Surveyor General Authority Customer Service Cluster SafeWork Delivery Unit Subsidence Advisory NSW Other Cluster Functions and Entities* Office of the State Workers Workers Independent Information Independent Greyhound NSW Building Insurance Compensation Compensation Liquor & & Privacy Pricing and Welfare & Commissioner Regulatory Commission Independent Gaming Commission Regulatory Integrity Authority (WCC) Review Office Authority (IPC) Tribunal Commission (SIRA) (WIRO) (ILGA) (IPART) (GWIC) * Includes major DCS entities only ** Revenue NSW became a stand alone division reporting directly to the Secretary from July 2020 Department of Customer Service Annual Report 2019/2020 8 Secretary’s message The Department of Customer Service (DCS) was established on 1 July 2019. As DCS Secretary, I am pleased to provide the Department’s inaugural Annual Report. I would also acknowledge Mr Glenn King who served in the role of Secretary until October 2019 and led the Department’s initial formation. Since its establishment, the DCS cluster has made significant progress as a central Government agency against NSW Government’s key priorities: delivering excellence in customer service, driving digital leadership and innovation in government services, and providing regulatory and other services to both citizens and businesses across NSW. The cluster’s highlights and achievements for 2019/20 are outlined on pages 22 to 49 of this Annual Report. They reflect the ongoing transformation in how NSW supports and delivers to the citizens and businesses of NSW and track progress to becoming the world’s most customer-centric government. It has been a significant year with many achievements to be recognised
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