ServiceNSW Contractor Augmented Workforce

We provided contact centre design, agent onboarding and sales capabilities to transition IP to Service NSW and deliver lasting results to the NSW community.



Service NSW has a mandate to transform community experience for NSW Government. As a new agency and commitments from the NSW Government providing urgency, it was seeking to build competency and capability quickly and safely.


Customer Science has built a pool of core resources that Service NSW require to deliver CX & technology projects. These people while highly skilled with core competency required regularly are no of strategic value or required full time. As a result we employed this pool of staff. The resources include Project Managers, BA’s, Change Agents, Trainers, Knowledge Manager and Service Designers. The benefit of the pool is that they can re-use those people liked, who understand their business and are already SNSW pre-trained. This means SNSW can rapidly scale up and down resource to meet project demands.

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