A step change in government service delivery

Before Service NSW customer satisfactionlevels with the NSW Government were low

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 transparencyby increasing access to government information

Involve the community in decision makingon government policy, services and projects

From multiple websites

www.service.nsw.gov.au

designed with the customer inside

tested prior to launch

simple design

minimal clicks to reach what you needover 500 government transaction

To one website

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

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

• 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

13 77 88Our phone service is answered 24/7 by a real person

Our two contact centres are located in:ParramattaNewcastle

Service improvements

Automated call back service

Specialist multi skilled employees

Unique free services – Bereavement, Small Business

Seniors Cards applications – Online process 3 min

BeforeOld single agency government shop

To this….

Service centres

Our service centres have:

strong branding concierge to meet, greet, checkopen plan designeasy to read signage privacy areasfree wifi areasreduced wait timesself service counterscustomer feedback machines

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

ServiceCentre

Delivered Transitioned

Customers servedacross various channels

transaction typesfrom 15 AgenciesContact

CentreDigital

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

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 goodI 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 #rtatoday. But the new @serviceNSWis 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

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

Service NSW DNA – Our PeopleA 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%

Service NSW DNA - People Matter Survey 2014

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%

• 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