0. Customer Service Transformation Service NSW
July 2012

1. 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

2. 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

3. 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

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

5. 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

6. 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

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

8. 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

9. 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

10. 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

11. 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 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.