The state government was previously delivering fragmented services to citizens through around 400 shop fronts, over 30 call centres, more than 800 websites and 8,000 separate phone numbers – all operated by different agencies with different processes and systems.
With more than 40 million transactions a year carried out through multiple agencies, there was clearly a need for a single platform to create a more efficient and streamlined customer service delivery channel business.
Last July, the government launched Service NSW to deliver a one stop shop experience for citizens, with three new channels:
- A new website that features smart forms allowing users to complete end to end transactions without printing and posting of forms
- A 24/7 phone service with an emphasis to resolve the citizen’s problem in the first call. Calls are answered within an average of 30 seconds by a person based in the state and not a machine.
- 18 one-stop, physical service centres
Currently, over 850 transactions involving multiple government agencies are delivered in these new channels. These services and applications include drivers’ licences, vehicle registrations, fishing licences, birth certificates, housing payments, payment of fines, seniors’ cards.
More than 3.5 million citizens have been served in the first year of the launch.
In a survey of about 100,000 people, Service NSW has also achieved an average of 98% customer satisfaction across all channels.
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Autor(en)/Author(s): Kelly Ng
Quelle/Source: futureGov, 14.10.2014
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