Report highlights: Customer Service 2023

What this report is about

Result of the Customer Service portfolio agencies' financial statement audits for the year ended 30 June 2023.

What we found

Unmodified audit opinions were issued for all completed 30 June 2023 financial statements audits of Customer Service portfolio agencies. Two audits are ongoing.

What the key issues were

The total number of misstatements in the financial statements and findings reported to management decreased compared to the prior year.

For the first time since its establishment in 2015, GovConnect NSW received unqualified audit opinions for business process internal controls and information technology general controls managed by service providers.

The department controls Finance Co Trust (Fin Co), a special purpose trust created as part of its project to replace flammable cladding for eligible residential apartment buildings. Fin Co did not prepare financial statements which is a breach of the Government Sector Finance Act 2018 (GSF Act).

The department's land titling database was overstated by $42.5 million due to errors in the valuation model.

The New South Wales Government Telecommunications Authority corrected a prior period error of $10.2 million overstatement of property, plant and equipment.

A high-risk finding was reported to Service NSW regarding gaps in policies, systems and processes for administering and financial reporting on grant programs.

Recommendations were made to address these deficiencies.

Fast facts

The Customer Service portfolio aims to plan, prioritise, fund and drive digital transformation and customer service across every cluster in the NSW Government.

  • $5.1b total expenditure incurred in 2022–23
  • $42.9b total administered revenue reported in 2022–23
  • 100% unmodified audit opinions were issued for all completed 30 June 2023 financial statements audits
  • 1 high-risk repeat finding was identified
  • 15 monetary misstatements were reported in 2022–23
  • 51% of reported issues were repeat issues

Further information

Please contact Ian Goodwin, Deputy Auditor-General on 9275 7347 or by email.