Laura’s role has lead responsibility for Service NSW shop fronts and the contact centre channel (13 77 88). Under Laura’s leadership, the frontline Service Delivery teams process transactions relating to more than 800 services through phone or face-to-face interactions at more than 150 points of presence across regional, remote and metropolitan NSW. Laura’s diverse background managing previous portfolios helps drive Service Delivery improvements for customers, stakeholders, partners, and the broader Service Delivery frontline teams.
Laura brings a wealth of public sector knowledge to Service NSW, having spent 15 years in roles in the NSW Government (NSW Treasury and the Department of Premier and Cabinet), Commonwealth Government (Department of Prime Minister and Cabinet) and the not-for-profit sector. Her expertise and achievements were acknowledged in 2018 as the recipient of a Public Service Medal for outstanding public service to policy development and reform initiatives.
Prior to joining Service NSW, Laura was the founding Executive Director for Office of the Secretary at the Department of Finance, Services and Innovation. She joined Service NSW as Executive Director Partnerships where she was instrumental in providing Service NSW with dedicated cluster and agency partnership support. Before her current role as Executive Director, Service Delivery, she held the position of Executive Director of the Risk, Strategy and Performance team at Service NSW. Laura also supported the creation of the Delivery Unit as part of the newly created Customer Service Department in July 2019.