Put Customer at the Centre

Our long-term goals

The future of government in NSW is one in which customers are at the centre of everything we do. It’s a future in which services are easy to use, trusted and accessed easily across multiple-channels of the customer’s choosing.

Customers should only Tell Us Once, or better still, with their consent, we proactively anticipate needs, so they don’t need to tell us at all.

By understanding their needs, we will build public confidence and operate transparently.

Building towards our future

We continue to be focused on improving and standardising the digital services available to our customers.

5.18 million customers have a MyServiceNSW account via Service NSW; mobile service centres have been in operation across Rural NSW; and almost 70% of all NSW transactions are online.

People

5.18 million

customers have a MyServiceNSW account

Cloud

Almost 70%

of all NSW transactions are online

Where customers choose to do so, we are making it easier for them to Tell Us Once by linking services across agencies so details and preferences can be shared safely and securely.

Cost of living one-stop shops across Service NSW Centres are opening to help more people take advantage of NSW Government hip pocket measures. So far, we have helped customers access $1.6bn in rebates and savings. 

High-five

$1.6bn

have helped customers in rebates and savings

Making Business Easier is bringing together a number of forms and processes to reduce the time and complexity of starting or running a small business. Our plan is to expand our regulatory information and address the common pain points of small business owners across all industries.

Stairs

Making Business Easier

is reducing the time and complexity of starting or running a small business

We’re also making it easier for small businesses by transforming the way we partner. Buy.nsw enables easier registration to sell to government and improves access to opportunities for small sellers.

Basket

buy.nsw

makes it easier to register to sell to government and improves access to opportunities

Our strategic objectives are:

  1. Make it easier for customers to access services

  2. Make it easier to do business in NSW

  3. Design services based on customer journeys

  4. Enhance confidence in government services

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