by Shahida Sweeney

Service NSW reveals 2020 digital roadmap

Sep 04, 20142 mins
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One year after launch, Service NSW is ramping up investments in digital technologies by integrating internet, mobile, and contact centre channels for high-volume transactions.

“For us, going digital means more than downloading an online PDF,” Dr Rachna Gandhi, the executive director for service delivery told CIO. “We want to empower customers to transact online wherever possible.”

Of this year’s $324 million Service NSW budget, $190.5 million is a transfer from Roads and Maritime Services. As a new entity, Service NSW has started managing the motor registry business with a focus on integrating digital services with high-volume transactions.

Another $87.6 million has been earmarked for capital works, as well as expanding digital services and a one-stop shop network.

Moving to the cloud

Over the next 2 years, Service NSW will offer more choices involving customer transactions with government.

“We want to deliver a true digital experience. We’re looking at end-to-end digitisation and want to offer a multi-channel experience,” Gandhi said.

Service NSW’s web site now connects the networks of 14 high-volume transactions agencies and more than 800 transaction types are supported online. These include applying for birth certificates through to driver licences, seniors’ cards or paying fines.

By year’s end, Service NSW will roll out a cloud-managed contact centre service. This service will help reduce response and call-waiting time, while integrating Web-based offerings.

“We’re working towards cloud-based technology with multi-vendors,” Gandhi said. “The challenge is to integrate legacy systems with emerging technologies.”

Integrating front-line services

Over the past year, Service NSW has served nearly 2.5 million customers online and boosting online services is designed to slash inefficiencies and reduce duplication, Gandhi said.

“The focus is on high-volume traffic or anything that is transactional,” Gandhi said.

By June next year, Service NSW will operate 36 one-stop shops across the state. Contact and services centres increasingly tap into customer flow and relationship managements systems.

The focus is being able to upscale services, said Gandhi. This involves increasing the number of service lines – using a single number – without the limitations of a physical location.

The agency’s call centre service is supported by 340 customer service representatives. The state-wide set-up is designed to field 10,000 simultaneous calls.