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NSW Government
Sludge Audit Tool v 1.0.5
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Landing - Sludge Audit Tool


REMOVE SLUDGE. IMPROVE CUSTOMER EXPERIENCE.

Find the building blocks for creating user-centred digital services, as well as
policy, tools and guidance

Start a new audit


The Sludge Audit Tool helps you identify and quantify sludge in your process.
Sludge describes the frictions that make it difficult for customers to achieve
their goals. Sludge can impact customer satisfaction, effort, trust and access
to services.

The tool helps you design service improvements that make it easier for customers
to achieve their goals and is available to all public servants.

Practical guides
Our practical sludge guides will help you bust sludge for customers in key
communication channels, such as websites, forms, apps and more. Access our full
set of resources on our guides page.
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Learn more about BIU
To read more about the BIU's customer impact and different streams of work,
check out our website.
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Get in touch with us!
Want to learn more about how you can bust sludge to improve your customers'
experience? Have questions about the Sludge Audit Tool? Get in touch with us at
sludge@customerservice.nsw.gov.au
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We pay respect to the Traditional Custodians and First Peoples of NSW, and
acknowledge their continued connection to their country and culture.

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