Case Study: Improving Customer Service at the NSW Registry of Births,Deaths and Marriages

The NSW Registry of Births, Deaths and Marriages met the challenge of increased customer demand by changing its approach to managing and allocating its resources. The Registry cut customer waiting times by 90% while dealing with 12% higher demand. This article shows how a public sector organisation can provide the level of customer service expected by the 21st century community without compromising its core business. The Registry used statistical and management tools to engage staff. The changes made were incremental, but achieved remarkable gains in performance.