Making it easy to get COVID-19 protection

NSW Government mass vaccinations centres played a significant role in administering millions of doses of COVID-19 vaccines.

CASE STUDY

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2020 will be remembered as the year the COVID-19 pandemic took the world by surprise, overwhelming healthcare systems as momentum took off. With cases rapidly escalating, NSW Health had an imperative to get as many people vaccinated as quickly as possible to protect frontline workers and the community.

Mass vaccination the answer

Hope arrived with the opening of the first and largest mass vaccination centre at Sydney Olympic Park in Homebush on 10 May 2021, vaccinating more than 300,000 people in the first 2 months and over 1.2 million to date. Providing a streamlined and positive customer experience was at the heart of the centre to increase confidence in the community getting vaccinated.

The centre experience included helpful and friendly staff, clear neighbourhood wayfinding signage, short waiting times, in-language resources and transport planning. This was vital at a time when there was much confusion. A unique vaccination booking system inspired by air travel and large event management was developed to integrate the digital management of onsite queues, medication workflows, vaccination administration, and post-vaccination information.

Sydney Olympic Park became the blueprint for the opening of many more mass vaccinations centres across the state throughout 2021. These centres played a significant role in administering millions of doses of COVID-19 vaccines, which were integral to the state’s success in fully vaccinating over 90% of the population by the end of 2021.    

Outside of a mass COVID-19 vaccination centre in NSW

Returning to normal

Achieving the highest rate of vaccination possible was an important step towards reopening international borders and returning to a more normal life. Learn more about the NSW Health Vaccination Program.

"Full credit to NSW Health. The vaccination centre at Sydney Olympic Park is a super smooth operation.”

– Visitor to Olympic Park Mass Vaccination Hub

The largest vaccination centre in Australia opened on 10 May 2021 at Sydney Olympic Park, providing 24% of NSW Health vaccination to over 1.2 million people to date.

0%

of the NSW population of NSW were fully vaccinated by the end of 2021.

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positive consumer experience rating about the digital experience throughout the pandemic in partnership with Service NSW.

“The nurse who completed my screening was informative and supportive. This is especially helpful to an indigenous person with a bee sting allergy - exceptional. Secondly the nurse who administered the vaccine was extremely nice and patient. The front desk ladies were lovely too.”

– from the State of the Customer survey

“Got my first Pfizer vaccinations today. Grateful! So impressed with the whole process, from booking to the absolutely lovely professional folks organising and delivering vaccinations at Sydney Olympic Park. The scale of the operation is wild.”

– Visitor to Olympic Park Mass Vaccination Hub

Video

 

Now open: NSW Health Vaccination Centre - Sydney Olympic Park


Video

Carly’s experience of a mass vaccination centre

Like millions of NSW residents, Carly visited a mass vaccination centre to get a COVID-19 vaccine. Carly was nervous about getting her first vaccine and describes her experience at the centre.

 

Carly’s experience of a mass vaccination centre

Find out more about the report

See examples of how we embed a customer focused approach to services, programs and initiatives.

Find out how our customers are experiencing our services. They include the people, communities and businesses of NSW.

Read about our promise to customers on what to expect when interacting with our services.

Find how State of the Customer reports on our goal to deliver easy, effective, and trustworthy services.

See a range of services we deliver that cater to customers with different needs and circumstances.

Return to the State of the Customer homepage. 

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