Improving government services
Why is this important to the people of NSW?
We all interact with government services daily, from driving on our roads to catching the train, visiting a museum or sending our children to school. Government services need to be easy to use, of high quality and accessible to all.
In NSW, residents and businesses conduct more than 40 million transactions with the government each year.
Customers of any service provider expect continuous improvement, and government is no exception. Customers’ expectations of government are changing rapidly, largely driven by the modernisation of services provided by the private sector and the impact of new and emerging technologies.
How are we tracking?
The Customer Satisfaction Measurement Survey measures consumer and business satisfaction on an annual basis. The survey captures feedback on 23 different NSW Government services, including education, transport, housing and more.
Agriculture Advice and Funding Services
Business Advisory Services
State Emergency Services
Family & Community Services
Child Protection Services
Services for Older People
Car and Boat Registration
Finance, Services & Innovation
Consumer Affairs (Fair Trading)
Planning & Environment
Environment and Wildlife Protection Services
Art Galleries and Museums
Documentation Services, including certificates for births, deaths and marriages; trade licences and certificates; and drivers licences.
In 2018, the business satisfaction index increased by 1.6 points and the consumer satisfaction index increased by 2.2 points since baseline.
By 2019, the business satisfaction index will have increased by 4.6 points and the consumer satisfaction index will have increased by 2.3 points since the 2015 baseline.
What are we doing?
Listening to the public
All NSW Government agencies are working together to put customer feedback into action by:
- providing customers with a simple online tool, Feedback Assist, to give feedback directly to government
- implementing targeted initiatives that address key opportunity areas for improvement, such as simplifying processes, improving access to information and enhancing staff capability
- sharing best-practice between agencies to make customer satisfaction central to service delivery.
Service NSW's highest priority is a positive customer experience for individuals and businesses. Since its launch in July 2013, Service NSW has helped more than 105 million customers, with an average customer satisfaction rating of 97 per cent. The people of NSW can complete 970 transactions from 50 agencies through 86 service centres through a single digital service, phone number and shop front.
Providing a better customer experience
Service NSW is providing a better customer experience for citizens and businesses through programs like Cost of living, Digital driver licence and Easy to do Business.
Cost of living
Almost seven in ten NSW citizens feel overwhelmed by cost of living pressures. Service NSW is making it easier to access savings and rebates through a face-to-face appointment service, website and call centre. The NSW Government is raising awareness of over 40 rebates and savings available through a call-to-action for citizens to contact Service NSW through a “no wrong door” approach.
Digital driver licence
The digital driver licence is an opt-in, electronic version of the NSW Driver Licence available on your phone. It is planned for release across NSW in 2019, and designed to be convenient and make life easier.
A regional trial of the digital driver licence is underway in Dubbo, where over 1500 drivers have signed up to take part. The trial will soon be extended to the Sydney metro area, with licence holders and checkers in Bondi, Bondi Junction, Bronte, Clovelly, Coogee, Randwick and Waverley invited to take part.
To participate in the trial, you will need to create a MyService NSW Account, link it to Roads and download the Service NSW app.
Easy to do Business
NSW aims to be the easiest place to set up and stay in business. Service NSW, in partnership with the Office of the Small Business Commissioner, is streamlining the application and regulatory process for new and growing businesses.
Starting, running and growing a business can be challenging. An important part of this process is ensuring your business complies with government regulations.
Easy to do Business is an online initiative that helps people get their businesses off the ground. Starting in the cafe, restaurant and small bar sector, it has reduced the time taken to open these kinds of businesses. It has condensed 48 forms and 75 regulations into one single digital form through the My Business Navigator function. It also allows access to 13 government agencies through a single Service NSW digital solution on which you can track your application progress. The Service NSW Business Concierge team gives free online specialist guidance and support for the process.
Easy to do Business is available in the following councils:
|City of Parramatta||15 May 2016|
|Dubbo Regional||28 February 2017|
|Georges River||28 February 2017|
|Northern Beaches||28 February 2017|
|Lake Macquarie||30 October 2017|
|Willoughby||30 October 2017|
|Queanbeyan-Palerang Regional||13 December 2017|
|Cessnock City||30 April 2018|
|Liverpool Plains Shire||30 April 2018|
|Port Stephens||1 May 2018|
|Tweed Shire||1 May 2018|
|Liverpool City||7 May 2018|
|Woollahra Municipal||7 May 2018|
|The Hills Shire||14 May 2018|
|Lane Cove||14 May 2018|
|Coolamon Shire||16 May 2018|
|Armidale||16 May 2018
Easy to do Business
While backpacking around South America, former mechanical engineer and Grounded Space owner Peter Doueihi realised he didn’t want to work for someone else.
When he returned, he started his own business, working from home. Eventually he got tired of living and working in the same place, which prompted his current business venture.
Grounded Space is a hub for ambitious freelancers and start-ups to network and access facilities such as meeting rooms, call answering, internet and printing, and even a gym – all fuelled by Peter’s barista-made coffee.
Peter came to Easy to do Business early on in his venture, avoiding some of the difficulties faced by first-time café owners. After hearing about his business idea, the business concierge gave Peter a roadmap of the approvals he needed to get up and running.
With building approvals and a music licence received, Grounded Space is set to be a centre of entrepreneurial spirit in Parramatta’s booming economy. The business concierges are now helping Peter expand to include outdoor dining.