Audience
All Service NSW staff
Scenario-based eLearning
Format
Duration
10 minutes
My Role
End-to-end training design, from strategy through to delivery
Scenario-based Compliance Training
System and information access
A scenario-based compliance module designed to strengthen ethical system use, reinforce personal accountability and create a trackable record of understanding.
Designed to close the gap between system access and individual accountability.
There was no consistent, trackable way to hold staff accountable for how they use internal systems.
THE PROBLEM
Staff were trained on multiple systems, but once access was granted, there was no mechanism to reinforce appropriate use or to confirm ongoing understanding over time.
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This created a gap between system access and personal accountability, increasing risk across:
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Customer privacy and trust.
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Legal and regulatory compliance.
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Organisational integrity.
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Individual disciplinary exposure.
THE GOAL
Move beyond policy awareness and introduce a mechanism that reinforces accountability at the point of decision-making.
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This solution was designed to:
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Strengthen judgement in ambiguous or high-pressure situations.
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Reinforce clear boundaries around acceptable system use.
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Increase awareness of consequences tied to misuse.
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Introduce a consistent, scalable way to reinforce personal accountability.
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Enable formal, trackable acknowledgement to support compliance and legal accountability requirements.
A mandatory, trackable training experience that staff complete annually to keep their knowledge current.
MY APPROACH
1. Reframing the problem
2. Training strategy
3. Key design decisions
This was not a knowledge gap, it was a behavioural and accountability gap.
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The design shifted from passive policy consumption to active decision-making with personal ownership.
A scenario-based approach was used to simulate real-world decisions and require judgement.
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Decision-first interactions.
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Binary choices to reduce cognitive load.
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Immediate feedback with consequences.
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Realistic scenarios reflecting everyday pressures.
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Scenario-level declarations and a final overall declaration.
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Reinforce accountability in context.
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Provide a formal record of understanding.
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Support compliance tracking and legal defensibility.
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Simple, scalable and efficient.
Stakeholder and compliance alignment
Legally reviewed and approved content
KEY OUTCOMES OF THIS APPROACH
Audible record of understanding and accountability
Stronger compliance posture and risk mitigation
Content and scenario wording were validated in consultation with internal legal and compliance stakeholders to ensure accuracy, clarity and alignment with organisational obligations.
Aligned with internal policies and acceptable use frameworks.
Ensured clarity of consequences and responsibilities.
Designed to meet legal, compliance and audit requirements.
"I recently submitted an application with Service NSW and am curious about its progress. Since I work at Service NSW and have access to the system, I could quickly check the status. I would only be accessing my own information."
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- Jordan
A five-scenario interactive module designed to strengthen ethical system use, reinforce personal accountability and create a trackable record of understanding.
THE SOLUTION
EXPERIENCE PREVIEW
Structure
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Introduction and expectations setting
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Five scenario-based decision points
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Final declaration confirming overall accountability
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Scenario > Decision > Feedback > Declaration
Interaction model
Compliance Integration
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Mandatory annual completion
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Trackable completion status
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Final declaration capturing personal acknowledgement
Scenario
Is it acceptable for Jordan to access their own application using internal systems such as DRIVES, Salesforce, Unify, or any other Service NSW or Agency system that holds customer data?
No – Internal systems must only be accessed for authorised business purposes and not for personal use.
Yes - It is acceptable to check because it relates to their own personal information.
DECISION
Incorrect
Checking your own information is prohibited. Staff must never use Service NSW or Agency systems to look up their own details. Doing so breaches the DCS Code of Ethics and Conduct and SNSW policies and may be investigated as unauthorised access.
TAKE AGAIN
feedback
DECLARATION
I agree to never access my own information through Service NSW or Agency systems. I understand that doing so is unlawful and may lead to formal investigation, dismissal, and potential criminal charges.
View Full Module
100% completion and declaration submission rate, confirming all staff have completed the training and acknowledged their responsibilities
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Reduction in reported system access incidents over time, tracked through internal reporting trends post-implementation.
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100% audit traceability of completion and declarations, enabling verification of individual compliance at any point in time
1. Scale & Cost Efficiency
Supporting 4,000+ staff required a scalable, cost-effective solution that minimised operational disruption
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Self-paced, time-efficient scenario-based module
2. Diverse Roles
Frontline to corporate roles with varied system use
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Universal scenarios designed with third-person perspectives to ensure broad relevance across roles
3. Compliance & risk
4. Accountability
Required to meet policy and audit requirements
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Stakeholder and legal-validated content, translated into plain English
Risk of disengagement and tick-box completion
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Reflective declarations and consequence-based feedback
CHALLENGES & KEY DECISIONS
OUTCOME & IMPACT
Reflection
Designing for compliance at scale reinforced the need to balance risk, engagement, and real behaviour change.