Service NSW is a new government agency set up to deliver first rate customer service to the residents and businesses of NSW.
Service NSW will provide a range of Government transactional services including motor vehicle licensing and registration, trade licences, Births, Deaths & Marriages certificates and much more. Customers can now access all of the Government services at ‘one stop shop’ Service Centres as well as through a 24/7 phone service and a new web portal.
Having reviewed the way in which they operate, Service NSW consulted various stakeholders and third party organisations to develop a new way of operating. The services are now offered through three customer touch points which include:
- A dynamic, easy to use website
- Centrally located service centres which incorporate the best in customer service
- 24/7 telephone service
Having discussed the requirements and goals that Service NSW wanted to achieve, it was recognised that NEXA’s Customer Experience solution was to be at the heart of the project within the service centres in order to achieve these goals.
The service centres offer a number of different ways that customers can interact and NEXA’s Customer Experience solution had to be flexible in order to meet these requirements. Within the service centres, customers are greeted by a concierge who will answer any queries the customer has, ensure they have the correct paperwork with them and if necessary, virtual queue them to the best member of staff who will answer their query.
The service centres also allow customers to ‘self-serve’ by way of desk mounted kiosks. This is particularly useful for easy transactions that customers can complete themselves. The ‘Express Desk’ allow customers to interact with members of staff on queries where the customer has the correct paperwork and the transaction can be processed quickly.
Digital signage keeps customers informed of a range of services, relevant wait times and public announcements.
The final piece of the jigsaw is NEXA’s Customer Experience ‘customer feedback point’. Customers who have been served can scan their ticket and leave relevant feedback about their experience at the Service Centre.
It is this feedback which provides valuable information as to how Service NSW can continually improve their business offerings.
Working closely with Service NSW, a plan of deployment has been devised. The systems and operational procedures were fully tested with the creation of a ‘concept store’ which is used to test both the systems and the environment. The rollout started on 5th July with the opening of the Kiama service centre, with other centres to open shortly.
NEXA’s Customer Experience solution is already delivering many benefits for Service NSW, providing greater visibility into customer wait times, staff performance, and greater transparency of operations and customer service metrics.