Frequently asked questions

Yes, you will need to have a MyService account to lodge an online form.

The goal is digital end-to-end licensing journeys. This means every transaction could be done online (new, renew, change details, replacements, cancellation/suspensions, public register detail updates, actual licence artefact on phone)

Personal details, such as an email, contact number and name is required for creating a MyService account. The process involves an authentication step where a code is sent to either a mobile or email for validation.

Wherever possible, payments will be made using digital and contactless payment channels. If a customer submits an application using the online form, they will be required to pay using the Customer Payments Platform before they submit their application. In some cases, cash payments may still be accepted at Service NSW if a customer is submitting a paper form, however customers will be encouraged to pay using contactless methods.

Customers will receive an email two months before expiry. The email will contain a link that will divert them to renew online via myService. A reminder will also be sent at 14 days prior to expiry. If the customer does not renew, they will receive a notification of expiry 1 day after the expiry date. (Note; the customer can choose to ignore the alerts and allow their permit to expire). If a customer wishes to renew earlier than 2 months before their permit expires, this is also possible, however the customer must contact us to arrange. Customers with no email, will need to be sent a renewal by post. This will need to be printed / sent manually.

Once a customer has lodged their application via MyService, it will be received in the back-end system, which is called Licence NSW. The application will then be allocated to teams via the Tast Queue in Licence NSW. Applications can be triaged and individually allocated to staff for processing.

The Amanda 7 platform (Amanda) is the underlying infrastructure of Licence NSW. It has been selected as it represents a ‘best-in-class’ specialist regulatory compliance management system, having been purpose-built, in terms of applications & business capabilities, for governments and associated regulatory industries.

It is also the current platform for Regulation NSW and provides an end-end platform solution for regulatory agencies.

The Amanda 7 platform (Amanda) is the underlying infrastructure of Regulation NSW. It has been selected as it represents a ‘best-in-class’ specialist regulatory compliance management system, having been purpose-built, in terms of applications & business capabilities, for governments and associated regulatory industries.

It is also the current platform for Licence NSW and provides an end-end platform solution for regulatory agencies.

Regulation NSW provides the end-to-end regulatory capabilities to manage a regulator workflow. The platform can manage complaints, compliance and enforcement actions via streamlined processes and reporting.

As Regulation NSW has been built using reusable, core components, standard functionality is provided out-of-the box.

We recognise that there will be specific requirements needed and we are more than happy to discuss how Regulation NSW can be tailored to support your business.

Absolutely not, the beauty of the design is that either the combination of Regulation NSW / Licence NSW or either one can be utilised to meet your end-to-end regulator workflow or database requirements.

We will need to work with you to understand your end-to-end workflow and requirements to determine timelines for delivery. We recommend connecting for an initial discussion to unpack the scope of your requirements.

Get in touch by emailing GTPpartnerships@customerservice.nsw.gov.au

Regulators can expect improved communication between regulators and businesses, a significant uplift in efficiency allowing regulators to spend more time on high value tasks, common data definitions increased reliability of data lake and improved actionable insights from data. This will result in reduced cost of compliance, increased regulator productivity and increased quality of compliance.

Your customers can expect reduced time and effort to view manage multiple compliance obligations in one place, making it easier to voluntarily comply and provides an opportunity for incentives to maintain good behaviour. This results in an overall improved customer experience when interacting with Government to obtain an outcome.

We have special technology that helps achieve PCI compliance. For more information contact gtppci@customerservice.nsw.gov.au

Working with our partners and Service NSW we have designed a secure payments solution that allows customers to enter their card details, while remaining on a call with the agent to guide them through the payment process, without exposing the card details to the agent or storing any sensitive information on any Government systems.

Integrates with Customer Payments Platform and allows for full masking of any customer data which is not hosted within the environment.

VCC has train the trainer solutions to get our partners teams up to speed on the platform

CPP has 4 payment channels, Digital (online payments), Kiosk, Over the counter, and Contact centre (phone payments). Payment methods vary by channel as follows:

Digital (online payments)

• Card (debit and credit)
• Paypal
• PayID
• BPay
• Google Pay and Apple Pay are coming soon.

Kiosk

• Card only

Over the counter

• Card
• Cash
• Cheque
• Money Order

Contact Centre

• Card only

UnionPay, Visa, Mastercard, Diners and American Express.

Browsers supported by CPP along with the minimum versions are:

• Google Chrome (58)
• Microsoft Edge (14)
• Mozilla Firefox (54)
• Apple Safari for iOS (10)
• Opera (55)

Yes, you can use your logo on the payment page. However, the main reason to have the logo is to inform the user where the payment is going to. If the funds are going to the Service NSW bank account, we recommend using our logo and if the funds are going to agency specific bank account, we can use the agency logo.

Our Experience Management (XM) licence operates as a self-service platform where a user division and its users do not incur any costs for usage of the functionality available in the license.  
 
To be successfully onboarded onto the platform, any agency/team must procure responses, across the products Customer Experience XM. Responses are used to capture data in surveys/forms in the platform as recorded responses or procure an employee head count across the Employee Experience XM products. 

The XM CoE acts as a hub across the department, where agencies/units share resources, information, best practices and support to ensure all users are working together to achieve a common goal in driving and delivering the XM strategy in accordance with the DCS/GTP XM vision.

Our Experience Management (XM) platform offers many out-of-the-box extensions with other common software. Extensions allow you to integrate Qualtrics with another software, allowing you to use and action your Qualtrics insights more effectively.

The XM Basecamp and support pages website offers a series of training videos and product guides to support new platform users in their onboarding.

Any government agency, state owned corporations, statutory bodies, local government councils and university or related institutions can all use GovDC

GovDC is under consideration to become a State Digital Asset. State Digital Assets (SDA) are available for use by multiple NSW Government agencies to serve as the building blocks for NSW to provide proactive, customised, and seamless services to our customers. 

The Government Secure Network (GSN) is a government-only, secure network fabric for data and server connectivity covering the data centre hosting locations mandated for use under the NSW Cloud Policy.  The cloud policy states that agencies will use public cloud as a first option, and if not suitable, will use the GovDC locations of Silverwater and Unanderra.  An exemption process allows for access to a specified set of locations capable of natively hosting PROTECTED classification workloads.  GSN also services these data centres.

The GSN is available to all government agencies and departments.  It can also be used by any statutory body such as a council or university.  The final type of tenant that can request access to GSN are GovDC Cloud vendors,  hosting private and community cloud services within the GovDC data centres.

The GSN is all about savings, efficiencies and security.  The GSN operates at a very simple layer – it’s just making it easy for you to get your data around.  It’s like it is the boring old bitumen on a highway network.  Put whatever trucks you want on it, send them where you want to send them, connect with other organisation, but being shared it costs everyone less.  GSN is also the security of that highway network – monitoring who’s on and keeping people off it who should be on it.

Data centre and cloud connectivity services are available from GovDC Cloud vendors, data centre providers and even telco organisations.  GSN is different because it is built for and by government.  It is not a money making exercise, in fact one of it’s aims is to share links and services to save agencies money.  By GTP knowing exactly who is connected to the fabric and controlling the fabric,  there is lower security risk.

GSN complements the network services deployed by central agencies such as Telco Authority and agency specific networks.  The GSN is like a big-wide highway system getting your data to the points where you want to work on that data.

Onboarding is easy.  Request a GSN Connect service from the partnerships team , and our network engineers will be in touch.  A simple data centre cross connects from your existing network to the GSN network, and you suddenly have the ability to form a connection to any other agency or entity on the GSN.

Once connected to the GSN, you will be able to make connection with any other GSN tenant in that data centre.  GSN Data Centre Interconnect (DCI) allows an agency to connect to their environment in another of the data centres.  This product is available now.  Coming soon, GSN Cloud Connect will provide efficient and cost effective paths to public cloud providers.

GSN is a dedicated network fabric for agencies and public entities plus verified cloud platform providers (vis the GSN cloud).  The network is purpose-built to offer physical, hardware and software security. The platform is hardened using control plane ACLs, FIPS validated encryption algorithms and isolated management access restrictions through a dedicated centralised monitoring, management and logging platform. The GSN implements point to point MACsec encryption.

Additional account specific encryption such as IPsec could be implemented in addition if required.  GTP operates the GSN within its ITSM framework.

An agency or approved vendor firstly subscribes to the GSN Connect product.  This consists of a one-off establishment fee and then a monthly ongoing charge.  Additional services such as GSN DCI are charged as a monthly fee based on consumption.

GSN offers standard 12 months contracts and no lock-in terms. Once on the GSN, agencies can add and remove services as well as vary the speed of their connections.

Contact the Partnerships (gtppartnerships@customerserivce.nsw.gov.au) team to start your GSN journey. After suitability is confirmed, you will be onboarded and from then onwards you can order the services required.

Park’nPay is a smartphone app developed by NSW Government to create a convenient way to pay for parking from your mobile, rather than using a physical parking meter. This app was created with the intention to have a single integrated app across the state and aims to improve the parking experiences for its citizens.  

The app is free to download and use, with no additional charges. 

Park’nPay makes payment and top up for your parking more convenient. There is no need to walk up to the meter to pay and you can top up your existing parking with few taps on your mobile. We will keep you notified when your parking is about to expire to avoid hefty fines. Register once and keep track of all your parking history. It is a ticketless and environmentally friendly way to pay for your parking.

Park’nPay is available in over 50 suburbs across 63 councils.  Suggest Suburbs - Park'nPay (nsw.gov.au)

It is compatible with both iOS and Android devices. iPhone, iPod touch and iPad with iOS 11.0 or later. Android 6.0 and above.

Absolutely. You can use the app as a guest user, but we always recommend signing up, so you don’t have to re-enter your details and payment information every time when looking for a place to park. 

Yes, you can add multiple vehicles on a same account. You can also edit your vehicle details easily through the account settings.

Simply go to your account settings in the app and update your details.

You have the option to pay using your Credit Card, Apple Pay or Google Pay. Paypal will be available as well in coming months. You can always keep track of your previous transactions by looking at your parking history in the account settings.

You can provide us your email to receive electronic parking receipts right in your mailbox.

This could be because parking restrictions are about to change in that area. Always check meter signage when you are about to park. 

Parking rates, tariff and signage on the street for the parking areas are managed by the local councils. For feedback or enquiry please visit local council website for the respective area.

You can report an issue by emailing us at support@parknpay.nsw.gov.au.

Yes there is! Use this link to find out where. Accessible Parking - Park'nPay (nsw.gov.au)

As soon as NSW SES publish a warning, it appears in HazardWatch

The colours represent the 3 severity levels in the Australian Warning System (AWS) standard.

Yellow represents Advice where an incident has started and you are recommended to stay up to date as the situation changes.

Orange represents Watch and Act.  There is a heightened level of threat. Conditions are changing and you need to start taking action now to protect you and your family.

Red represents an Emergency Warning which is the highest level of warning. You may be in danger and need to take action immediately. Any delay now puts your life at risk.

For more information, go to Our Warnings | NSW State Emergency Service

The triangles are icons which represent the current flood warnings across NSW. Click on the triangle to view current warnings

You can type in a suburb or address to see what warnings are near you

Yes, you can do this if you zoom into the location on the map or clicking on the triangle icon which will then direct you to the warning details

Yes, we want to hear from you! You can provide us feedback through the Feedback menu in the website.

Yes

We currently show flood and tsunami warnings as issued by NSW SES.

The Australian Warning System (AWS) is a nationally consistent, three-tiered approach designed to make warnings clearer and lead people to take action ahead of severe weather events. The warning system comprises warning levels, action statements, hazard icons, colours and shapes.

The NSW SES moved to the Australian Warning System for flood and tsunami warnings on 30 September 2022.

For more information, go to Australian Warning System

At this time, the information only covers New South Wales. We are working towards this.

That’s great, we definitely need your help to build a better experience!

Hazards Near Me NSW - NSW Rural Fire Service

Yes the app is available from the Apple Store and Google PlayStore

If you already have Fires Near Me NSW on your device, simply update your app. You can do this through your app store.

If you don't have it, just search for Hazards Near Me NSW in your app store.

The app shows information about bush fires and floods in NSW. Over time, more hazards and information sources will be added to the app.

To see bush fire information, use the 'Fires Near Me' mode in the app. For floods, use the 'NSW SES Hazard Watch' mode. You can also see all incidents and alerts in the All Hazards mode.

1. Click Register
2. Register your details with API NSW
3. Fill in all the details and click "Create a new account" button
4. Once you have registered, you will receive a confirmation email (this may take up to 24 hours*)
5. Click on the activation links to verify your account
6. After verifying your account, you will be able to log in to the developer portal

Once your app is approved, you will be able to view and use your API Secret and Key listed under my account section. Please encode the "Key:Secret" as base 64, by visiting Encode Base 64. For example if your key is "Andy:Password" before typing it into the base 64 website. Then you click encode, to receive the base 64 encoded value as QW5keTpQYXNzd29yZA==

1. Click Log In
2. Then click on My Account
3. You can now add an app project by clicking "Add a new App" button
4. Fill in the details and select the API collection you would like to use from the list available
5. Click on "Create APP". Your app will be in "Pending" state waiting to be approved by api.nsw administrator
6. Once your app has been approved you will receive an email notification

1. Visit the APIs tab and select the API you registered
2. On the API description page, select "View API" button
3. You will be redirected to page listing all the resources under that API
4. Select one of the methods by clicking the link provided
5. Enter the values for Api Key in space provided
6. Replace {Token} with the token value you received from "Get an OAuth Token" without the quotation marks (refer step C above)

Yes, API NSW is certified for its implementation of standards