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Service NSW to expand one stop shops and digital services in 2014-15

by Ammy Singh •
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Service NSW, the NSW Government’s customer service agency, has received approval and budget funding to expand the breadth of digital transactions available to the public over the next two years.

In addition to opening another 8 ‘one-stop shops’ to complement  the existing 18 service centres, Service NSW will trial other innovative smart stores and kiosks in the coming year.

Minister for Finance and Services, Dominic Perrottet, said planning is underway to build on the Service NSW digital service, which currently offers access or information on multiple transactions for customers.

“We are looking to put more transactions online as well as introduce new initiative such as LiveChat in the coming months to save customers time and allow them to increasingly use their mobile or portable device,” Minister Perrottet said.

Premier Mike Baird said the upcoming changes would “expand on our digital services, building on what we have already achieved with birth certificates and seniors’ cards where customers are able to apply directly online without printing any forms.”

Among the changes anticipated is the further conversion of the current motor registry network (Roads and Maritime Services) into  additional Service NSW shops.

Minister Perrottet said this will improve customer coverage by approximately 20%, compared to the current motor registry network.

Since its launch in July 2013, over 3.5 million customers have been served by Service NSW, which has achieved  a customer satisfaction score of 98 per cent. Customers are able to access more than 850 transactions through Service NSW, including ones supporting driver licences, vehicle registrations, birth, death and marriage certificates, and seniors’ card applications.

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