It is becoming increasingly important to ensure that decision-makers have access to the best available climate information and that they have the capability and support to use it effectively. The body of literature on the challenges involved with delivering climate services and on approaches to meet those challenges is growing. However, much of the research in this area is provided from the perspective of service providers with fewer examples coming from the receivers of climate services (clients/customers). The Department of Planning, Industry and Environment (DPIE) manages around 10% of the NSW landscape and is responsible for managing biodiversity, environmental water, air quality, natural heritage and managing risks from natural hazards. DPIE also provides data, information and advice to other NSW Government agencies, local government and communities on climate change risks, impacts and adaptation options. As a provider of and client for climate services, it is paramount that we have a good understanding of our users (internal and external) and their needs. Users require up to date information that is targeted and fit-for-purpose. The NSW Government also requires a consistent approach to climate risk assessments. Our regional climate projections support consistency across state agencies and knowledge brokers ensure that we build the capacity of decision-makers to use climate information more effectively. Here we present our insights into providing climate services and describe the approach we have applied to better understand the type, characteristics and specific needs of users. Our aim is to get the right information to the right people at the right time.