Making life easier – eight new one-stop shops

Published 15th May, 2014

NSW Premier Mike Baird and Minister for Finance and Services Dominic Perrottet today announced the locations for the next eight new Service NSW one-stop shop centres, making it easier for more local residents and businesses to carry out NSW Government transactions.

“Service NSW has been operating now for almost a year and customers have spoken – they love our one-stop shop designs, the reduced waiting times, the ability to make appointments and more importantly the great customer service they get whether through the web, phone or in one of the centres,” Mr Baird said.

“Since launching in July 2013, Service NSW has helped close to three million customers with everything from applying for their first child’s birth certificate, to getting their drivers’ licence for the first time, or starting their own business.

“We want to make it even more convenient for people to do their business with the NSW Government, which is why we are announcing the rollout of an additional eight centres.

“Centres are planned for Armidale, Albury, Blacktown, Bondi Junction, Hurstville, Maitland, North Sydney and Ryde with even more sites to be rolled out in the future in areas of highest customer demand.”

Mr Perrottet said Service NSW would now move to the next phase by converting the current motor registry network into new multi-government one-stop shops over the next three years, as more transactions become accessible online.

“We are focused on improving customer service and providing a platform to deliver multi-government transactions across digital, phone and outlets so customers can transact with us 24/7,” said Mr Perrottet.

“Technology is helping to make it easier to interact with government and recent improvements have meant you only need to update your details once through Service NSW and the new information is instantly shared across agencies.

“Further development of online and mobile technologies will make accessing government services, simple, quick, convenient and hassle free.

“We expect that in the next three years, Service NSW will improve customer coverage by around 20 per cent compared to the current motor registry network,” he said.

From July, Service NSW will take over the management of the Roads and Maritime customer service branch to build a more innovative network.

The network will employ the latest technology while allowing multiple agency transactions through a one-stop experience for customers. This will involve enhancing the high volume myRTA transactional website through service.nsw.gov.au and completing the transition of the Roads and Maritime Newcastle contact centre to Service NSW.

Improvements to Service NSW in the next three years will include:

  • Introducing Live Chat and mobile apps so customers can use their mobile devices more efficiently and get the help they need on the spot.
  • Creating a network of outlets with more stand-alone kiosks to help customers beat the queues and complete their transactions that much quicker, improving overall access to customers. Locations will be assessed on customer demand and the drive to digital channels where customers are increasingly turning.

“We understand that people have busy lives. We have already seen a huge improvement in the delivery of these services and we will continue to look for opportunities to streamline government services and cut red tape for people and businesses across the state,” said Mr Baird.

Two more service centres are due to open by the end of June 2014 (Liverpool on May 30; Penrith on June 20) completing the initial network of 18 service centres across the State.

For more information on Service NSW visit the Service NSW website www.service.nsw.gov.au or call 13 778.

Published 15th May, 2014