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
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CUSTOMER SERVICE TRANSFORMATION
Customer
Custo
mer
Customer
Dept 1
Dept 5
Dept 4
Dept 2
Dept 3
Fragmented value
Fragmented value
Department 5
Department 4
Department 3
Department 2
Department 1
Interface
Departmental Support
Department-Centric Approach
Customer-Centric Approach
Source: Transforming the citizen experience – One Stop Shop for public services – PwC November 2011
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TRANCHE IMPLEMENTATION OF NEW
CUSTOMER SERVICE MODEL
Service NSW: Tranches
“Foundation”
Tranche 1
“Transformation”
Tranche 2
“Integration”
Tranche 3
“Optimisation”
Tranche 4
2016 – 2017
Key Outcomes
• Optimum number of
2013 – 2014
• Increased services &
•
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
•
•
•
•
footprint
Consolidated
technology
architecture
Single integrated web
portal
Social media
presence
Improved reporting &
analytics (Operation
level)
Differentiated
customer experience
(Business)
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
One-Stop-Shops
• Reduced cost to
•
•
•
•
serve
Superior customer
experience &
satisfaction
Proactive crossservicing
Single view of the
customer
Full transparency of
all government
service provision
“Picture of
Success”
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
Tranche 1 Deliverables
18 One-stop-shops
24/7 Telephone Service
Web portal within nsw.gov.au
Initial bundle of 210 services
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Tranche 1 Service Delivery Model
Service NSW
Contact Centre (24/7)
Online/Mobile Access
Case / Contact Management System
OneGov
NSW.GOV.AU
Transactional Services
One Stop Shops
Knowledge Base
Local &
C’Wealth Govt
GLS
AG’s
OSR
RMS
Connectivity to
Agency Systems
Departments, Agencies & Utilities
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Tranche 1 Service Offering
Service NSW will act as a single point of contact across and provide 210
transactional services
Attorney General &
Justice
Service NSW Tranche 1
Scope of Services*
Family & Community
Services
NSW Registry of BDM
Attorney General & Justice
7
3%
Ageing, Disability & Home Care
5
2.4%
Board of Surveying & Spatial
Finance Services
1%
2
Division of Local Government
Premier & Cabinet
2
1%
Primary Industries
1%
2
Roads & Maritime Services
135
64%
Health Support Services
NSW Ministry of Health
6
0.5%
NSW Housing
2
1%
Office of Fair Trading
22
Office of State Revenue
10.5%
National Parks & Wildlife
1
0.5%
Liquor, Gaming & Racing
DTIRIS
Transport for NSW
1
3
1.4%
5
2.3%
NSW Electoral Commission
2
Office of Environment &
Heritage
2
1%
NSW Fisheries
1%
Planning & Infrastructure
2
4
1%
2%
Other Transport Services
3
1.4%
Public Health
3%
2
Legend
1%
Department
Education and
Communities
Department of Education
2
Agency
1%
n
n%
*Individual Tranche 1 transactions to be finalised with agencies during Implementation Phase
Number of transaction types
% of total transaction volumes for
Tranche 1
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18 One Stop Shops in initial offering
1. Central Coast
3. Penrith
5. Parramatta
7. Chatswood
9. Wagga Wagga
11. Tweed Heads
13. Queanbeyan
15. Port Macquarie
17. Orange
2. Liverpool
4. Newcastle
6. Sydney CBD (South)
8. Sydney CBD (North)
10. Wollongong
12. Lismore
14. Tamworth
16. Dubbo
18. Kiama
NSW Government Service Delivery Today
Current NSW Government services are fragmented, with inconsistent
offerings and limited transparency, creating a gap between the everincreasing customer expectations and NSW’s service delivery capabilities
NSW government currently delivers services via:
> 380 government operated shop fronts
30 government call centres
> 8,000 information lines and government contact
centre phone numbers
Estimated
Total
Yearly
Operating
Costs :
~$493M
> 900 individual government websites
~2,500 FTE across government service delivery
functions
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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
Service NSW is forecast to deliver services via:
100–120 Service NSW One-Stop-Shops
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
Estimated
Total
Yearly
Operating
Costs :
~$269M
~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
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Customer Satisfaction
The level of citizen satisfaction in NSW is significantly lower than in other
states and Commonwealth agencies
100
% of customers
who are satisfied
28% behind national leader:
Service Tasmania
94%
94%
93%
92%
91%
90
90%
86%
83%
80
69%
70
66%
60
60%
50
0
Ipsos NSW
Overall
(2008)
NSW
Customer
Voice Citizens
(2012)
NSW
Customer
Voice Businesses
Service
Tasmania
NZ
NZ
Service SA
transactions information
(2010)
(2011)
Service
Ontario
Canberra
Connect
(2010)
(2011)
Information
Federal
DHS (CLK,
Victoria
MA, CSA)
(2011)
(2012)
17% behind next lowest performer:
Commonwealth Department of Human Services
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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”
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)
Government
Agencies
Increased level of
satisfaction and trust of
citizens*
Able to focus on core
business activities and
services
Whole of government saving
of $1.2 Billion
Lower cost and flexibility
resulting from outsources
service provision
Consolidation of disparate
service providers
Full service suite availability
for smaller scale agencies
More efficient and effective
service delivery
Access to broadcasting
capability (e.g. natural
disasters)
Visibility of service provision
across sector in real-time
through system generated
data
*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.
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