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Improving government services

Published 10th September, 2018

Improve customer satisfaction with key government services every year, this term of government to 2019

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.

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In 2018, the NSW Government's Customer Satisfaction Index was 78.9/100 for consumers and 78.2/100 for businesses.

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

Water Supply

TAFE Services



State Emergency Services



Fire Brigades

Family & Community Services

Public Housing

Disability Services

Child Protection Services

Services for Older People


Public Transport

Car and Boat Registration

Major Roads


Public Schools


Public Hospitals

Ambulance Services

Finance, Services & Innovation

Consumer Affairs (Fair Trading)

Planning & Environment

Environment and Wildlife Protection Services

Art Galleries and Museums

Multiple clusters

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.

Learn more about the savings and rebates available in NSW

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.

Find out more about the digital driver licence

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

Case study

Faster Payment Policy

The NSW Government has committed to faster payments to help small businesses receive owed money quicker. Payments up to $10,000 will now be paid instantly by credit card. 

Registered small businesses that supply government departments with invoices will also be paid within 20 calendar days for goods or services provided for $10,000 — $1 million.

Find out more about the Faster Payments Policy.

Cost of Living

The NSW Government is helping ease the cost of living with over 40 rebates and savings.

You can apply online now for savings such as Active Kids, Seniors Cards, Toll Relief and others.

Watch the video below to find out how Carol and Joanne saved around $900 with Cost of Living.

What can you do?

Have your say on government services in the areas of:

Published 10th September, 2018
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