Government Technology Platforms restructure (Department of Customer Service): casualisation by stealth

Your union, the PSA, appeared before Commissioner Rizzo in the NSW Industrial Relations Commission (NSW IRC) on Monday, 17 August 2026, for a Compulsory Conciliation Conference regarding our active dispute over the proposed Government Technology Platforms (GTP) Restructure Management Plan (RMP).

The PSA’s arguments and the department’s opposition

During the conference, the PSA strongly argued for a further extension to the Department of Customer Service (DCS) consultation timeframe to allow for genuine, bilateral engagement. This was strongly opposed by the Department representatives, who argued essentially that the Department has to “get on with its business” and alleged that a small percentage of Department employees claim that any extension to the consultation period is unwarranted.

Furthermore, the PSA’s arguments relating to the breaches of the NSW Government Core Work Policy (Circular C2025-05) and the reduction of Public Service Senior Executive (PSSE) numbers within DCS were dismissed by the Department representatives.

Directions made by Commissioner Rizzo

Following detailed discussions between the parties, Commissioner Rizzo issued the following formal directions to progress the dispute and ensure transparency:

1. DCS to provide the updated Psychosocial Risk Assessment:  DCS is directed to provide the PSA with an updated Psychosocial Risk Assessment by close of business on Tuesday 18 August 2026.
2. PSA to provide written feedback: The PSA is directed to provide the first tranche of summarised PSA member feedback on the proposed GTP restructure to the Department by close of business on Thursday 20 August 2026.
3. PSA to provide all further detailed member feedback (deidentified) to DCS by close of business on Tuesday 25 August 2026.
4. DCS to provide a written response to the PSA correspondence and member feedback by close of business on Friday 28 August 2026.
5. IRC report back: The matter will be listed for an IRC report back before Commissioner Rizzo in early October 2026 with the date to be advised by the IRC Registry.

Particulars of further information requested by the PSA

In order to clarify critical gaps in the RMP, the PSA has formally requested that DCS furnish the following particulars:

1. PSSE reduction particulars: DCS claims that it has met the NSW government directive to reduce PSSE levels by 15 per cent, however, analysis of the DCS 2025 Annual Report by the PSA indicates that the Department has only reduced the PSSE numbers within DCS by approximately 8 per cent.

• Contractor breakdown: The PSA renewed an outstanding request for DCS to provide a detailed breakdown of all contractors employed with GTP including particulars of contractors employed as Director and Associate Directors by GTP.
• ‘Fiscal obligations’ rationale: The PSA requested clarification of the purported ‘fiscal obligations’ of the Department which in our view has been nebulously touted by DCS as the rationale for undertaking this substantial proposed restructure.

Our core concerns: casualisation by Stealth

The PSA remains deeply concerned that this proposed restructure represents a casualisation by stealth of our public sector workforce. By slashing 80 ongoing permanent roles (-20 per cent) and replacing them with 53 temporary roles, the Department is subverting the statutory default of ongoing employment under Section 43 of the GSE Act 2013.

This proposed restructure has broad ramifications for NSW public sector workers and may set a very dangerous precedent to casualise a significant workforce which undertakes invaluable core work on behalf of the NSW Government, communities, and taxpayers.

Specifically, core, ongoing public services—such as content, SEO, and analytics for the vital nsw.gov.au platform—are being shifted to insecure temporary contracts. This is a flagrant breach of the Premier’s Core Work Policy (Circular C2025-05) and represents a structural hollowing out of public sector capability.

Analysis of the updated Psychosocial Risk Assessment

The PSA has conducted a thorough analysis of the Department’s updated Psychosocial Risk Assessment and Action Plan (PRAAP). We have identified critical failings, inadequacy, and non-compliance with NSW legislative requirements for Persons Conducting a Business or Undertaking (PCBUs) under Section 26A and Section 19 of the Work Health and Safety Act 2011 (NSW):

• Procedural vs. substantive gaps: The PRAAP relies almost entirely on administrative and communication artifacts (e.g., establishing feedback channels and registers) rather than providing concrete, per-evaluated workload reduction measures to offset the 20 per cent cut to permanent staff.
• Failure to manage known hazards: Proceeding with these cuts when the Department’s own data shows 60 per cent of staff are experiencing burnout and 47 per cent are operating above capacity—without a joint workload mitigation plan—is a direct breach of the legally enforceable Code of Practice: Managing psychosocial hazards at work.

WHS escalation to SafeWork NSW

In light of these active safety breaches, the PSA strongly encourages impacted members to consider notifying a request for service in relation to any WHS concerns directly with SafeWork NSW.

SafeWork NSW contact details:

• Phone: 13 10 50 (General line and urgent incident reporting)
• Email: 

Next steps and member action

We encourage all members to continue to send in any feedback or concerns to  quoting reference number C10021066. Please share this bulletin with colleagues who may not yet be PSA members—there has never been a more critical time to stand together in union solidarity.

Contacts

Dean Allen Industrial Officer

Trina Leask Organiser