One decade of a better way of serving NSW
Customers and businesses have saved time, money and now have a gold standard experience when interacting with the State Government, thanks to the nation-leading Service NSW, delivered by the Liberal and Nationals a decade ago this month.
Minister for Customer and Digital Government Victor Dominello said March marks the ten-year anniversary since Service NSW was created in 2013 as a one-stop-shop for government transactions, with customers completing more than half a billion transactions in store, on the phone or online.
"Prior to Service NSW, customers had to take a book with them to get their rego or licence renewed or get a copy of their birth certificate,” Mr Dominello said.
“Service NSW today is an evolutionary leap from the time-wasting, paper-hoarding swamp that was the old RTA.
“Gone are the days of waiting in long queues at different agencies to be confronted with bullet-proof glass at the counter and then having to travel across town to multiple locations to complete linked transactions like changing your name and then needing to update your licence.
“We’ve transformed how customers interact with government, bringing together more than 1000 NSW Government transactions and solutions including cost of living programs and disaster relief grants under the one roof.
“We’ve evolved our digital offerings by creating the Service NSW app, which makes a range of services available at your fingertips, whilst also being inclusive and providing non-digital solutions for those who need them.
“For well over 80 per cent of people the Service NSW app has become the mainstream, making it much easier to access licences, vouchers and credentials without needing to carry a wallet, purse or paper."
Mr Dominello said since the first Service Centre opened in Kiama in 2013, more than $1.5 billion has been invested into 114 Service Centres with another four to be rolled out across Sydney this year – Eastgardens, North Rocks, Glenmore Park and Tallawong.
“The Liberal and Nationals Government will continue to build Service Centres across the State so there is always a friendly face to help. We’re investing in Service NSW buses to not only get to harder-to-reach communities but also respond to emergencies,” Mr Dominello said.
“Increasingly the problems Service NSW is dealing with are more complex and we have brought in hypercare teams to work on those.
“Service NSW has truly become the flagship when it comes to service delivery, with a 96 per cent satisfaction rating. Whether you’re a family, student, retiree or small business, you can receive personalised support and assistance.
“NSW is not just the figurehead for best practice in this nation but is now globally-recognised.
“And customers can look forward to new offerings in 2023 and beyond, with world-leading Digital ID and the Digital Birth Certificate two of many exciting projects being rolled out.”
For more information about Service NSW, please visit service.nsw.gov.au
This link provides a video of Service NSW’s work over the past decade and photos of old RTA centres: https://we.tl/t-Ia5ipgPznM
Service NSW Fast Facts
- More than 8000 phone lines were streamlined to just one - 13 77 88 - and more than 800 websites have been simplified to one website.
- There have been more than 797 million customer visits since 2013 with more than 55 million calls answered by the Contact Centre, 54 million visits to Service Centres and 688 million website visits.
- There has been more than 4.4 million downloads of the Digital Driver Licence, accounting for about 75 per cent of all motorists in NSW.
- Four Mobile Service Centres travel across the State to people in locations where there is no physical Service NSW presence along with visiting disaster-impacted communities during times of need. The buses travel more than 151,000 kilometres a year and have already served about 40,000 customers.
· The top transactions people visit Service NSW for are driver licence and registration renewal, to transfer a vehicle registration, complete their knowledge and driving tests and Working with Children Checks.
· More than $7.5 billion has been saved by NSW residents since the Savings Finder program was launched in 2018.
· $750 is the average saving per appointment with a Service NSW Savings Specialist.
· We have received about 95 per cent thumbs up across all of our digital programs since 2018.
Top five Service Centres for Savings Finder appointments completed:
- Ryde (5379 appointments)
- Hurstville (3418 appointments)
- Bankstown (3245 appointments)
- Hornsby (3027 appointments)
- Albury (2734 appointments)
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