The NSW Department of Customer Service aspired to become the “world’s most customer-centric government” by enhancing the experience of applicants, candidates, hiring managers, and recruitment leads throughout the hiring process.

To achieve this, the Department sought the expertise of TwoCollaborate to transform their human resources process.

TwoCollaborate conducted a 5-day program, analysing the end-to-end recruitment journey and generating 63 initiatives, combining quick wins and ambitious goals. They utilised extensive research and diverse perspectives, enabling participants to empathise with stakeholders, diagnose challenges, and devise improvement ideas.

The achieved outcomes included uplifting employee capability, developing detailed personas, journey maps, and service maps, educating select groups on complex people and cultural challenges, as well as empowering staff across the organisation to drive continuous improvement. Partnering with TwoCollaborate, the NSW Department of Customer Service significantly advanced towards becoming a customer-centric government, enhancing the recruitment experience.

One of the ways in which the recruitment experience was improved and further streamlined was via the creation of a service blueprint to visualise the entire recruitment process. A service blueprint visualises organisational processes in order to optimise how a business delivers a user experience. It highlights each department’s key actions and deliverables, where they sit on a greater timeline, the various pain points that may arise during these actions, and how they all come together to deliver a specific goal. Another element that supports this blueprint is a customer journey map which visualises every touchpoint shared with a potential customer and the business, as well as the different persona journeys that interact in their own unique ways,