Service NSW exists to leave behind the traditional service and process complications of dealing with numerous separate public agencies. It marks the beginning of a new era in customer relations for government agencies; in which the power is in the hands of the customer to choose when and how they interact and communicate with their government. Its success depends upon the free flow of data between every customer touch point, on every channel.
Historically, the government has presented residents with hundreds of unconnected shop fronts and web sites, and thousands of phone numbers routing into 30 call centres. Today, Service NSW offers a single point of engagement for NSW residents and businesses transacting on a range of services including driver licence, birth certificate, Seniors Cards and e-toll account management, representing Australia’s first integrated public sector service model.