Service NSW opens its doors

Published: 27 Sep 2016

NSW Premier Barry O’Farrell said it would soon be much easier for residents and businesses to complete a range of NSW Government transactions – with the first of the new Service NSW ‘One Stop Shops’ set to open in July.

Mr O’Farrell also announced Service NSW had entered into a new partnership with the airline Virgin Australia to assist the Government deliver a better experience for residents and businesses in NSW.

The first of the initial 18 Service NSW ‘One Stop Shops’ opens at Kiama early next month, followed by Tweed Heads and Haymarket in Sydney. The remaining centres are due to open before the end of the year.

“We have heard the message from residents and business owners that they want easy access to government services, faster service and a single point of contact,” Mr O’Farrell said.

"Whether you want to renew a driver licence, apply for a fishing licence, register your boat, apply for a birth certificate or owner builder permit, you'll be able to do it at a Service NSW centre.

“Service NSW centres will allow people to complete more than 800 transactions and services currently offered by Roads and Maritime Services, Fair Trading and Births, Deaths & Marriages all in the one place – increasing over time.

“The new centres will be open from 7am until 7pm during the week and from 9am to 3pm on Saturday – making it easier for people to do their business with Government at a time that suits them. Customers will also be able to make appointments.

“We will have state-of-the art design and technology to reduce queues and move people in and out of the centres as quickly as possible.

“Service NSW will also next month launch a new 24/7 phone service where people will be answered by a person, not a machine, and a new customer friendly web portal.

“Customers rightly expect the same high standard of customer service from Government that they receive from the private sector and I want to make sure we deliver.

“We are willing to learn from the experience of organisations which are renowned for excellent customer service – and that’s why we have entered into a new partnership with Virgin Australia.” Virgin Australia will share insights into training materials, service framework and standards, employee engagement and cultural development activities.

“We remain very focused on delivering a high level of customer service, it’s crucial to our business and a key differentiator for us,” Virgin Australia Chief Customer Officer Mark Hassell said. “We are happy to share our lessons learned and provide insight into what has worked for us as an airline as Service NSW builds life into its unique corporate DNA.”

NSW Customer Service Commissioner Michael Pratt said: “I want to make sure we deliver bold customer service reforms and make good on the NSW Government's desire to set a new standard in customer service delivery.”

For more information about Service NSW visit:

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