Trying to recall which password goes with which account can be a major barrier to accessing online services.
Additionally, when accessing government services online, customers don’t distinguish between whether a services is from FACS, DFSI, Health or Transport for NSW. To the customer, they are simply understood as government services.
In July 2017 Transport for NSW began working with Service NSW to provide a single identity which customers can use to access a range of transport services such as Opal, Regional Train Bookings and Bike Locker Access.
Providing a single sign on solution will mean customers are not required to have a different account for each government agency. Instead they can use one central account to access all government services. This not only provides a more seamless customer experience but also provides future opportunities for greater personalisation and account management.
The initiative highlights key challenges of digital transformation, managing customer expectations for privacy and data security, and ensuring a seamless and high quality customer experience across a range of services.