Penrith Service NSW centre marks one year of exceptional customer service

Published 8th July, 2014

NSW Premier Mike Baird today officially opened the new Penrith one-stop shop, whilst marking the one year anniversary of the NSW Government’s new customer service agency, Service NSW.

The Premier was joined by the Minister for Police and Emergency Services and Member for Penrith Stuart Ayres, Minister for Finance and Services Dominic Perrottet, Service NSW Chief Executive Officer Glenn King, and local MPs.

“Since opening its doors to customers on 20 June here in Penrith, more than 7,000 customers have taken advantage of the fantastic service provided by the team here,” Mr Baird said.

“The opening of this centre also marks an important milestone with the completion of the initial Service NSW rollout. Due to the success of Service NSW, we have given a green light to expand its services over the next two years with a focus on increasing digital transactions to make it even more convenient for customers to do their business with the NSW Government.”

In July 2013, Service NSW launched its new online service, a 24/7 phone service and opened the first of the 18 initial one-stop shops in Kiama. Since then a total of 18 one-stop shops have now been opened, including the Penrith Service Centre.

“This service centre is the third to be opened in Western Sydney – following Parramatta and Liverpool and demonstrates the NSW Government’s commitment to grow services in this thriving region.”

Mr Baird said eight new service centres, including one in Blacktown, were now being planned for opening in the coming months with other innovative smart stores and kiosks to be trialled over the coming year.

“We are also expanding on our digital services building on what we have already achieved with birth certificates and seniors’ cards where customers are able to apply directly online without printing any forms.”

Minister Ayres said he was impressed by the new customer service improvements in the Penrith service centre.

“Centre manager Sangeeta Saxena has built a strong customer first culture here at Penrith. With the extended trading hours, the ability to make appointments and the concierge service, customers are being served quickly so they can get on with their day,” he said.

Minister Perrottet said planning was well underway to build on the Service NSW digital service, which already offers access or information on multiple transactions.

“Customers are increasingly transacting online and we will make it easier to connect with government services. As the new minister responsible for Service NSW, we are looking to put more transactions online as well as introduce new initiatives such as LiveChat in the coming months to save customers time and allow them to increasingly use their mobile or portable device,” he said.

The Penrith Service NSW centre is open for extended hours from 7am-7pm Monday to Friday and 9am-3pm on Saturday. Timed parking is available underneath the centre and directly outside at 333 High Street.  

In excess of 3.5 million customers have so far been served by Service NSW with a customer satisfaction score of 98 per cent – unchanged since launch last year.

Customers can access more than 850 transactions through Service NSW such as driver licences, vehicle registrations, birth, death and marriage certificates, as well as Seniors card applications, Housing payments, boating licences and more.

For more information visit www.service.nsw.gov.au or call 13 77 88.

Published 8th July, 2014