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Improving government services

Published 22nd December, 2017

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 2017, the NSW Government’s Customer Satisfaction Index was 79.3/100 for consumers and 78.3/100 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.

In 2017, the consumer satisfaction index increased by 2.6 points since baseline. The business satisfaction index also increased by 1.7 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.

Improving customer service

Service NSW's highest priority is a positive customer experience for individuals and businesses. Service NSW is exceeding customers’ expectations with one digital service, one phone number and one shop front for the connected and digitally savvy people of NSW. To date more than 2.3 million customers have signed up for a MyServiceNSW account.

The people of NSW can complete 970 transactions from 50 agencies through 86 service centres, whether applying for a birth certificate in Armidale or renewing your car's registration at Wynyard.

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. 

Supporting businesses

We are making it easier to do business with a range of support services to help you navigate regulatory requirements.

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

Easy to do Business

Grounded Space business owner Peter Doueihi small pic

"The Easy to do Business team helped make this café happen."

Peter, Grounded Space

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.

Read more Easy to do Business case studies

What can you do?

Have your say on government services in the areas of:

Published 22nd December, 2017
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