A step change in government service delivery

1. A step change in government
service delivery

2. Before Service NSW customer satisfaction
levels with the NSW Government were low

3. Service NSW is aligned with NSW 2021
- A plan to make NSW number one
Improve the performance of the NSW economy
Restore trust in State and Local Government
as a service provider
Improve government transparency
by increasing access to government information
Involve the community in decision making
on government policy, services and projects

4. From multiple websites

5. www.service.nsw.gov.au
designed with the customer inside
tested prior to launch
simple design
minimal clicks to reach what you need
over 500 government transaction
To one website

6. The Journey so far:
Example of a Seniors Card Application
A better customer experience
From 2-8 days
To 3 minutes
Using..... Co-design,
Fresh ‘eyes’ review and new technology

7. Real time waiting data
Customers can now beat the queues by seeing
wait times before deciding whether to visit a
service centre
Wait times can be accessed through the Service
NSW website and mobile apps
Customers can make informed decisions about
which centres to visit and how to avoid peak
periods

8. • Interactive digital channel – accessible via a variety of mobile devices
• iPhone and Android apps
• Digital stores
• LiveChat – helping customers carry out their online transactions,
starting with Seniors Cards
Transact anywhere, anytime, 24/7

9. 13 77 88
Our phone service is answered
24/7 by a real person
Our two contact centres are located in:
Parramatta
Newcastle

10. Service improvements
Automated call back service
Specialist multi skilled employees
Unique free services – Bereavement, Small Business
Seniors Cards applications – Online process 3 min

11. Before
Old single agency government shop

12. To this….

13. Service centres
Our
service
centres
have:
strong branding
concierge to meet, greet, check
open plan design
easy to read signage
privacy areas
free wifi areas
reduced wait times
self service counters
customer feedback machines

14. 32 service centres currently in operation
• Albury
• Armidale
• Bankstown
• Bathurst
• Blacktown
• Bondi Junction
• Broken Hill
• Burwood
• Chatswood
• Coffs Harbour
• Dubbo
• Gosford
• Grafton
• Hurstville
• Haymarket
• Kiama
• Lismore
• Liverpool
• Maitland
• Marrickville
• Newcastle
• Orange
• Parramatta
• Penrith
• Port Macquarie
• Queanbeyan
• Tamworth
• Tweed Heads
• Wagga Wagga
• Wetherill Park
• Wollongong
• Wynyard
Locations

15. Service
Centre
Delivered Transitioned
Customers served
across various channels
transaction types
from 15 AgenciesContact
Centre
Digital
Multi-channel capability and integration
15Million
Served
800+
Feedback
positive customer satisfaction feedback
scores - 4.9/5
(staff and customers)
98%
Wait Times
Call CentreService Centre
Opened
service centres, with more to
come
317 2
Success to date

16. What we’re hearing from customers
“Loving the new @serviceNSW in
@mygosford town! Nice change
from RTA days – quick, friendly,
helpful, LOVE IT!” – Gabby
“Amazing, done in
10 min, no queue.” –
Tatham Oddie
“Service NSW have stepped it
up a notch! Renewed my
drivers licence in under 10
mins.” – Chelsea Wymer
“I applied for an owner builder permit
through the Haymarket NSW branch
last Friday. It was a delightful
experience - all the staff were so
amazing and helpful. I never write
feedback - but it was so good
I felt compelled!– Megan Burns
“Enjoying the free wifi
and personally served
refreshment at
@serviceNSW while waiting
for plates, nice to feel like a
customer not a number.” -
Derek Laney
What an excellent
transformation from the dark
dingy cranky old RTA. And
congratulations on a
government building that
doesn't induce painful groans
when you think of going there
:)– Jessie Parish
“Was dreading going to the #rta
today. But the new @serviceNSW
is lovely. With a friendly greeter –
Fionauala Fagan
“Seems pretty friendly
for a government
department. They even
offered me water while I
wait!” – Alex Cole
I just wanted to compliment
your Orange NSW branch on
giving me the absolute best
experience I've ever had with
a government organisation.
Ever. Absolutely chuffed! –
Lucy Danson

17. Service NSW DNA
Our Service NSW DNA is built around the vision to be recognised as the
distinctive leader in the provision of government services.

18. Service NSW DNA – Our People
A customer centric culture with a highly engaged, committed team delivering
quality service to customers
I am satisfied
with my job
Service
NSW
92%
NSW Public
Sector
78%

19. Service NSW DNA - People Matter Survey 2014

20. Service NSW DNA - People Matter Survey 2014
I would recommend my
organisation as a great
place to work I am proud to tell
others I work for my
organisation
My organisation
motivates me to help it
achieve its objectives
My organisation
inspires me to do the
best in my job
I feel a strong personal
attachment to my
organisation
84%
88%
88%
92%
88%

21. • Give all employees a voice and a say in
‘what we do and how we do it’
• Utilise the extensive knowledge, skills and
experience of all employees
• Encourage sharing internal best practice.
• Creates a frontline-led continuous
improvement culture
• Ideas are shared, viewed and
reviewed through an online
engagement platform
CoS Input Boards YammerCoS Ambassadors Online Engagement
Platform
Circle of Service
Empowering employees to share ideas and best practice using the
Kaizen philosophy of improvement