To deliver a seamless and high-quality experience to customers, we first need to understand the key life experiences that often drive them to government services – and how NSW Government can help to make those interactions easier.
When the Life Journeys team within the Department of Customer Service discovered that bereaved customers had over 40 different NSW Government services to contact and notify of their loss reducing this additional stress became a priority.
Alongside NSW Births, Deaths and Marriages, the Life Journeys team developed the Australian Death Notification Service (ADNS) with funding from the Digital Restart Fund. To date this service has saved approximately 17,480 hours of customer administration and there have been more than 53,000 visits to the site.
Life journey mapping
The Digital Restart Fund made possible detailed mapping of the customer journey, pain points and critical interactions with government.
Bridging the gap between customer and organisation
A seamless 5-step process was created for customers to notify government services of a death once and only once.
Setting the workforce up for success
The product was created to live within NSW Births Deaths and Marriages, with the customer at the centre throughout its creation. This was the first time the department had an in-house delivery team and service designer.
For every Australian
The Australian Death Notification Service is an example of how NSW does government differently. The service puts user needs front and centre of delivery and was designed with empathy and efficiency in mind.
The Life Journeys research enabled the team to design a service that can be understood by every customer.
The Australian Death Notification Service is one component of the Life Journeys project and typifies the many ways customers’ needs can be understood during significant life moments. The intention is to integrate more NSW Government services into the broader end-to-end life journey.