NSW Government — Cybersecurity Engagement Program
Cybersecurity behaviour does not change because someone sends an email. It changes when the right message reaches the right person, through the right channel, from someone they already trust.
The NSW Department of Customer Service was responsible for shifting cybersecurity behaviour across 11 government agencies — each with different leadership, different cultures, and different reasons to engage or ignore the message. The CISO needed a program that would actually change what people did, not just what they knew. And he needed evidence it was working.
A single campaign could not reach all of them. So we did not build one.
Each agency received its own engagement playbook — built around its specific people, its internal influencers, and the channels its teams already used. Not eleven versions of the same document. Eleven genuinely different approaches, each grounded in the dynamics of that organisation.
The measurement framework was designed to the same standard the department applies to any government program. Not awareness metrics. Behaviour tracked, reported, and defensible.
"When you can actually see the work your department and the agencies within it are delivering, you can know you're making a difference." — Sam Mackay, CISO, NSW Department of Customer Service