Faster, easier more customer-centric government
Customers across NSW have saved millions of hours interacting with the NSW Government with the delivery of 60 time saving initiatives developed by the Department of Customer Service.
Deputy Secretary of Customer, Delivery and Transformation William Murphy said the Department’s Government Made Easy program focused on delivering digital solutions to make customer interactions with government seamless.
“As a modern, digitally connected and customer-centric government, NSW is committed to ensuring it is easier for customers to access support, services and programs efficiently,” Mr Murphy said.
“Part of this was introducing the opt-in ‘tell us once’ initiative, which allows customers to consent to their details being shared across multiple government services to save time when dealing with government, from applying for grants to enrolling a child in school.
“We know through our customer surveys that 92 per cent of customers are supportive of their information being stored and shared across government if it means better, faster service.
“Since 2020 more than five million customers have given consent to save and reuse their personal information.
“We have also had more than one million customers update their address online across multiple agencies since 30 June 2021, saving up to 40 minutes per customer.
“The Australian Death Notification Service launched in 2020 has also saved on average more than three hours of people’s time notifying businesses of the death of a loved one which is important at this difficult time.”
Mr Murphy said the program, part of the Government’s commitment to be the world’s most customer-centric by 2030, had also delivered a range of digital solutions to reduce paperwork and the need for people to carry physical documents.
“Customers can now access their digital driver licence, store their digital trade credentials, verify their identity and apply for Savings Finder vouchers through the Service NSW App in just a few taps,” Mr Murphy said.
“These solutions draw on our commitment to listen to what customers want from a modern government. As part of our journey, we recently launched the State of the Customer report which draws on feedback from 30,000 people across the State who rate their experience interacting with government.
“We know we are on the right path to make government easier with the report finding that 77 per cent of customers surveyed found it easy to interact with NSW Government services.
“Meanwhile our mission to deliver easy, effective and trustworthy government services was reaffirmed by 82 per cent of respondents telling us that the information they accessed was simple to understand.
“The insights help us identify what we are doing well and where we need to make improvements to ensure the customer journey is seamless.
“We are committed to delivering real solutions for customers in NSW and this is just the beginning.”
For more information on the State of the Customer report please visit the State of the Customer web page.
To provide feedback on government initiatives visit the Have your say web page.
For more information about Government Made Easy please visit the Government Made Easy web page.