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.
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. The new Digital Driver Licence trial has commenced in selected suburbs in Sydney’s Eastern Beaches and the greater Dubbo area ahead of the statewide roll-out in 2019.
If you live in one of these areas and would like to join over 10,000 other licence holders currently participating 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|
|Campbelltown City||24 May 2018|
|Maitland City||29 May 2018|
|Cootamundra - Gundagai||30 May 2018|
|Cowra||30 May 2018|
|Griffith City||30 May 2018|
|Hay Shire||30 May 2018|
|Ballina Shire||1 June 2018|
|Byron Shire||1 June 2018|
|Clarence Valley||1 June 2018|
|Port Stephens||1 June 2018|
|Lismore City||1 June 2018|
|Richmond Valley||1 June 2018|
|Upper Hunter Shire||1 June 2018|
|Lachlan Shire||11 June 2018|
|Kyogle||11 June 2018|
|Murray River||11 June 2018|
|Murrumbidgee||11 June 2018|
|Lockhart Shire||15 June 2018|
|Leeton Shire||15 June 2018|
|Hornsby Shire||21 June 2018|
|Albury City||25 June 2018|
|Coffs Harbour City||25 June 2018|
|Glen Innes Severn||25 June 2018|
|Nambucca Shire||25 June 2018|
|Tenterfield Shire||25 June 2018|
|Kiama Municipal||26 June 2018|
|Canterbury-Bankstown||27 June 2018|
|Gunnedah Shire||28 June 2018|
|Ku-ring-gai Municipal||28 June 2018|
|Warren Shire||28 June 2018|
|Kempsey Shire||29 June 2018|
|Muswellbrook Shire||29 June 2018|
|Cland Shire||29 June 2018|
|North Sydney||29 June 2018|
|Forbes Shire||12 July 2018|
|Snowy Monaro Regional||23 July 2018|
|Junee Shire||30 July 2018|
|Moree Plains Shire||30 July 2018|
|Sutherland Shire||31 July 2018|
|Camden||1 August 2018|
|Tamworth Regional||10 August 2018|
|Federation||15 August 2018|
|Orange City||17 August 2018|
|Upper Lachlan Shire||17 August 2018|
|Bathurst Regional||17 August 2018|
|Hilltops||20 August 2018|
|Yass Valley||20 August 2018|
|Gilgandra Shire||20 August 2018|
|Blayney Shire||22 August 2018|
|Wagga Wagga City||24 August 2018|
|Blacktown City||31 August 2018|
|Eurobodalla Shire||14 September 2018|
|Wollondilly Shire||14 September 2018|
|Cobar Shire||19 September 2018|
|Edward River||20 September 2018|
|Greater Hume Shire||21 September 2018|
|Gwydir Shire||25 September 2018|
|City of Canada Bay||27 September 2018|
|Broken Hill City||28 September 2018|
|Parkes Shire||28 September 2018|
|Balranald Shire||28 September 2018|
|Newcastle City||23 October 2018|
|Bellingen Shire||24 October 2018|
|Inner West||30 October 2018|
|Berrigan Shire||31 October 2018|
|Mid-Western Regional||13 November 2018|
|Dungog Shire||14 December 2018|
|Goulburn Mulwaree Council||14 December 2018|
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.
Cost of Living
The NSW Government is helping ease the cost of living with over 40 rebates and savings.
Watch the video below to find out how Carol and Joanne saved around $900 with Cost of Living.