Seeking to deliver an entirely digital end-to-end vehicle registration process, Service NSW and Transport for NSW (TfNSW) have recently completed a pilot funded by the Digital Restart Fund (DRF), which will provide an alternative to printed registration notices.
Anticipated to launch early this year, customers will be able to opt-in to receive their registration notice and reminders via email and push notifications, as well as through their MyServiceNSW account.
In addition to being more convenient, the service is environmentally conscious and will save taxpayer money and government resources.
TfNSW currently issues over 7 million paper registration renewal notices each year. This represents almost half of the licensing and registration letters which are posted annually.
A pilot for customer experience
The project began after Service NSW undertook a customer experience survey to explore the pain points of vehicle registration. The findings revealed customers were confused by the registration process and not clear of their next steps, or whether their registration had actually been renewed. The project delivers on the former NSW Premier’s priority for ‘Government Made Easy’ and adopting a ‘Tell us Once’ approach.
A pilot of the new Digital Vehicle Registration service began on 31st July 2021. Around 900 customers took part and a survey of participants found:
- 91% were positive about the opt-in experience
- 89% found the renewal process easier
- More customers renewed their registration on time than with paper notices.
Making renewal easier for customers
The new service was developed to make it easier for customers to renew on time, as it provides multiple reminders at key points in the renewal journey. The existing paper service notices and reminders can get misplaced, and customers may not receive their notices if they are away from home.
The digital Certificate of Registration can be accessed 24/7 and always show up-to-date details. It provides confirmation of registration renewal so customers can be sure their vehicle is registered. On the whole, Digital Vehicle Registration offers a more intuitive experience.
Better outcomes for Government
The Digital Vehicle Registration service is expected to increase registration renewal compliance, with more customers renewing online and on time.
Into the future, it is anticipated the foundational platform of Digital Vehicle Registration will provide a basis for other notifications and licence renewals.