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.
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.
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
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.