Customer Service Transformation Service NSW July 2012

SIMPLER GOVERNMENT SERVICES PLAN Simpler Government Service Plan Establish a Service NSW entity to provide: A single 24/7 NSW Government phone service A customer friendly government web portal One-stop-shops where multiple transactions are carried out efficiently for customers Mobile applications that provide real-time information as customers need it

CUSTOMER SERVICE TRANSFORMATION Dept 1 Dept 2 Dept 3 Dept 4 Dept 5 Interface Fragmented value Customer Departmental Support Department 1 Department 2 Department 3 Department 4 Department 5 Customer Fragmented value Department-Centric Approach Customer-Centric Approach Source: Transforming the citizen experience – One Stop Shop for public services – PwC November 2011

TRANCHE IMPLEMENTATION OF NEW CUSTOMER SERVICE MODEL Service NSW: Tranches Key Outcomes “Foundation” Tranche 1 “Transformation” Tranche 2 “Integration” Tranche 3 “Optimisation” Tranche 4 “Picture of Success” 2016 – 2017 Optimum number of One-Stop-Shops Reduced cost to serve Superior customer experience & satisfaction Proactive cross-servicing Single view of the customer Full transparency of all government service provision A customer centric public sector organisation that is delivering superior customer experience (>95%) through an optimum channel mix, with lowest cost to serve, offering 100% of all NSW government transactional services and a broad suite of Commonwealth and Local Government transactions 2014 – 2015 3rd party provision of services in regional locations Differentiated customer experience (Citizen) Advanced reporting & analytics for resource allocation (Government level) Single integrated hosted platform across agencies 100% online availability of transactions Multichannel integration Catalogue based pricing 2013 – 2014 Increased services & footprint Consolidated technology architecture Single integrated web portal Social media presence Improved reporting & analytics (Operation level) Differentiated customer experience (Business) 2012 – 2013 Transformational journey and roadmap developed Improved access to services and increased customer experience 18 One Stop Shops 24/7 Contact Centre Web portal 210 transactional services

Tranche 1 Deliverables 18 One-stop-shops 24/7 Telephone Service Web portal within nsw.gov.au Initial bundle of 210 services

Tranche 1 Service Delivery Model Service NSW Transactional Services One Stop Shops Contact Centre (24/7) Online/Mobile Access Case / Contact Management System OneGov NSW.GOV.AU Knowledge Base RMS OSR AG’s GLS Local & C’Wealth Govt Connectivity to Agency Systems Departments, Agencies & Utilities

Tranche 1 Service Offering Service NSW will act as a single point of contact across and provide 210 transactional services Service NSW Tranche 1 Scope of Services* Attorney General & Justice NSW Registry of BDM Attorney General & Justice 7 3% 1 0.5% Family & Community Services Ageing, Disability & Home Care NSW Housing 5 2.4% 2 1% Finance Services Board of Surveying & Spatial Office of Fair Trading Office of State Revenue 2 1% 22 10.5% 5 2.3% Premier & Cabinet Division of Local Government National Parks & Wildlife NSW Electoral Commission Office of Environment & Heritage 2 1% 1 0.5% 2 1% 2 1% DTIRIS Primary Industries Liquor, Gaming & Racing NSW Fisheries Planning & Infrastructure 2 1% 3 1.4% 2 1% 4 2% Transport for NSW Roads & Maritime Services Other Transport Services 135 64% 3 1.4% NSW Ministry of Health Health Support Services Public Health Legend 6 3% 2 1% Department Education and Communities Department of Education Agency 2 1% n Number of transaction types n% % of total transaction volumes for Tranche 1 *Individual Tranche 1 transactions to be finalised with agencies during Implementation Phase

18 One Stop Shops in initial offering 1. Central Coast 2. Liverpool 3. Penrith 4. Newcastle 5. Parramatta 6. Sydney CBD (South) 7. Chatswood 8. Sydney CBD (North) 9. Wagga Wagga 10. Wollongong 11. Tweed Heads 12. Lismore 13. Queanbeyan 14. Tamworth 15. Port Macquarie 16. Dubbo 17. Orange 18. Kiama

NSW Government Service Delivery Today NSW government currently delivers services via: NSW Government Service Delivery Today Current NSW Government services are fragmented, with inconsistent offerings and limited transparency, creating a gap between the ever- increasing customer expectations and NSW’s service delivery capabilities > 380 government operated shop fronts Estimated Total Yearly Operating Costs : ~$493M 30 government call centres > 8,000 information lines and government contact centre phone numbers > 900 individual government websites ~2,500 FTE across government service delivery functions

NSW Government Service Delivery Tomorrow Service NSW is forecast to deliver services via: NSW Government Service Delivery Tomorrow ServiceNSW will simplify citizen access to government services, restoring community trust in the NSW government through the creation of a customer service culture 100–120 Service NSW One-Stop-Shops Estimated Total Yearly Operating Costs : ~$269M 1 integrated Government Contact Centre delivered via < 10 locations 40% fewer information lines and government contact centre phone numbers 1 integrated website interface supported by ~300 individual agency websites ~1,600 FTE across government service delivery functions * Indicative figures based on data forecasts created for the Service NSW Tranche 1 Business Case, subject to change according to future implementation approach

Customer Satisfaction The level of citizen satisfaction in NSW is significantly lower than in other states and Commonwealth agencies 17% behind next lowest performer: Commonwealth Department of Human Services 28% behind national leader: Service Tasmania % of customers who are satisfied 100 90 70 60 Federal DHS (CLK, MA, CSA) 83% Information Victoria 86% Canberra Connect 90% 92% 94% 93% Service SA NSW Customer Voice - Businesses Service Tasmania 91% 80 NZ information Ontario transactions 66% Citizens 69% Ipsos NSW Overall 60% 50 (2008) (2011) (2010) (2012) Market research conducted by the Boston Consulting Group in partnership with DBM

Stakeholder Benefits Benefits range across a number of stakeholders, with citizen’s gaining in productivity through “freeing people up to get on with their lives” Agencies Able to focus on core business activities and services Lower cost and flexibility resulting from outsources service provision Full service suite availability for smaller scale agencies Access to broadcasting capability (e.g. natural disasters) Government Increased level of satisfaction and trust of citizens* More efficient and effective service delivery Consolidation of disparate service providers Whole of government saving of $1.2 Billion Visibility of service provision across sector in real-time through system generated data Citizens & Businesses Simplified access to government services Improved customer experience Improved transparency of government services Empowerment to select service channel Consistent service across channels and locations Productivity gains: Reduction in time spent by citizen visiting shop fronts to interact with government (current estimate of productivity loss - 1.2 hours per household per annum or ~$124 million annually) Reduction in time spent by registered NSW businesses visiting shop fronts and understanding government regulation (current estimate of productivity loss – 5 hours per business per week) *Research has shown that the level of satisfaction with government services contributes to the degree of confidence that citizens have in their government and public institutions.