Service NSW transforming customer experience in NSW
Improving Government Services
Finance, Services and Innovation
Since launch on 1 July, 2013, Service NSW has transformed government service delivery in this state.
Service NSW has served more than 19 million customers through its physical network of Service Centres and
Contact Centre and had more than 23 million visits to its web page. With increasing volume, Service NSW
has maintained a customer satisfaction score of 97%. Service NSW has also led the way in digital adoption to
ensure it meets the growing need of customers to transact online. Before Service NSW there were hundreds
of transactional websites, shopfronts and phone numbers, leading to duplication, inefficient processes, high
cost to serve, compliance degradation and a customer satisfaction score of just 60%.