Turbo-charging the customer experience

The new customer service portfolio is not only the first of its kind in NSW, but Australia, and possibly the world, writes Victor Dominello.

Victor Dominello

The NSW government wants to optimise the citizen experience every time they have an interaction with government, which is why this dedicated portfolio was created.

Governments often focus on themselves rather than focus on the citizen. This new Ministry is an attempt to make the citizen a priority.

As Customer Services Minister, my job is to make life easier for citizens when they engage with government, whether it’s claiming an energy rebate, registering a car or applying for a birth certificate. The process must be modern, simple and fit for purpose in 2019 and beyond.

This new portfolio puts the citizen front and centre of public policy and service delivery by reducing duplication.

This Government has already attempted to make life easier for citizens by creating Service NSW, a one-stop shop for transactions and savings. Gone are the bad old days of waiting in a long line to complete a registration or renewal. Now these important transactions can be completed within minutes, with a 98 per cent customer satisfaction rating.

We have also worked hard to bring service delivery into the 21st century through a range of digital initiatives, including the real-time FuelCheck app, the trial of a Digital Driver Licence, free vehicle registration for regular toll users and Energy Switch.

We now want to focus on turbocharging the customer experience.

Citizens can already complete a number of necessary tasks online and on smart devices, such as banking, shopping and booking holidays. Yet when it comes to public policy, they are often taken back to the 20th century and face piles of paperwork.

A goal of mine is to expand on this groundwork by applying a digital lens to public policy across Government and where possible “Service NSW it”.

There is much more to do in terms of digitising transaction and services, and I will be working closely with my Cabinet colleagues to ensure the citizen remains front of mind.

A new Department called the Department for Customer Service will be created, with Glenn King to serve as the inaugural Secretary. Glenn most recently served as the NSW Customer Service Commissioner.

Agency responsibilities include Service NSW, State Insurance Regulatory Authority, Registrar General, Digital Government, Liquor and Gaming, Birth, Deaths and Marriages, and the Independent Pricing and Regulatory Authority.

The Customer Service cluster also includes the Better Regulation and Innovation portfolio, with Kevin Anderson serving as Minister.

Victor Dominello is the NSW Customer Services Minister.

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