Customer Service Transformation

Service NSW

July 2012

SIMPLER GOVERNMENT SERVICES PLAN

2

Sim

ple

r G

ove

rnm

ent

Ser

vice

Pla

n

One-stop-shops where multiple transactions are carried out efficiently for customers

A customer friendly government web portal

A single 24/7 NSW Government phone service

Mobile applications that provide real-time information as customers need it

Establish a Service NSW entity to provide:

CUSTOMER SERVICE TRANSFORMATION

3

Departmental Support

Departm

ent 1

Departm

ent 2

Departm

ent 3

Departm

ent 4

Departm

ent 5

Customer

Frag

men

ted valu

e

Source: Transforming the citizen experience – One Stop Shop for public services – PwC November 2011

Dept 1

Dept 2

Dept 3

Dept 4

Dept 5

Interface

Frag

men

ted valu

e

Customer

Customer

Department-Centric Approach Customer-Centric Approach

TRANCHE IMPLEMENTATION OF NEW CUSTOMER SERVICE MODEL

Service NSW: Tranches

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

Key

Ou

tco

mes

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

“Foundation”Tranche 1

“Transformation”Tranche 2

“Integration”Tranche 3

“Optimisation”Tranche 4

“Picture of Success”

2013 – 2014• Increased 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

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

5

18 One-stop-shops

24/7 Telephone Service

Web portal within nsw.gov.au

Initial bundle of 210 services

Tranche 1 Deliverables

6

Tran

saction

al Services

Case / Contact Management System

OneGov

OS

R

RM

S

NSW.GOV.AU

Lo

cal &

C’W

ealth

Go

vt

GL

S

AG

’s

Connectivity to Agency Systems

Knowledge Base

Departments, Agencies & Utilities

Service NSW

One Stop Shops Contact Centre (24/7) Online/Mobile Access

Tranche 1 Service Delivery Model

7

Service NSW will act as a single point of contact across and provide 210 transactional services

*Individual Tranche 1 transactions to be finalised with agencies during Implementation Phase

Se

rvic

e N

SW

Tra

nc

he

1S

co

pe

of

Se

rvic

es

* Finance Services

Premier & Cabinet

DTIRIS

Transport for NSW

NSW Ministry of Health

Attorney General & Justice

Family & Community Services

Legend

Department

Agency

n Number of transaction types

Office of Fair Trading

22

Attorney General & Justice

1

NSW Housing

2

Ageing, Disability & Home Care

2.4%

Board of Surveying & Spatial

1%

Division of Local Government

1%

National Parks & Wildlife

1

NSW Electoral Commission

2

Office of Environment & Heritage

2

Primary Industries

1%

NSW Fisheries

2

Liquor, Gaming & Racing

3

Office of State Revenue

5

Planning & Infrastructure

4

Public Health

2

NSW Registry of BDM

3%

Roads & Maritime Services

64%

Department of Education

1%

Other Transport Services

1.4%

Health Support Services

3%

Education and Communities

7

5

2

2

2

135

6

2

3

0.5%

1%

10.5%

0.5%

1.4%

1%

2.3%

1%

1% 2%

1%

n% % of total transaction volumes forTranche 1

Tranche 1 Service Offering

18 One Stop Shops in initial offering

1. Central Coast 2. Liverpool3. Penrith 4. Newcastle5. Parramatta 6. Sydney CBD (South)7. Chatswood 8. Sydney CBD (North)9. Wagga Wagga 10. Wollongong11. Tweed Heads 12. Lismore13. Queanbeyan 14. Tamworth15. Port Macquarie 16. Dubbo 17. Orange 18. Kiama

> 8,000 information lines and government contact centre phone numbers

> 380 government operated shop fronts

> 900 individual government websites

~2,500 FTE across government service delivery functions

30 government call centres

NSW government currently delivers services via:

9

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

Estimated Total

Yearly Operating

Costs : ~$493M

10

40% fewer information lines and government contact centre phone numbers

100–120 Service NSW One-Stop-Shops

1 integrated website interface supported by ~300 individual agency websites

~1,600 FTE across government service delivery functions

1 integrated Government Contact Centre delivered via < 10 locations

Service NSW is forecast to deliver services via:

* Indicative figures based on data forecasts created for the Service NSW Tranche 1 Business Case, subject to change according to future implementation approach

ServiceNSW will simplify citizen access to government services, restoring community trust in the NSW government through the creation of a customer service culture

NSW Government Service Delivery Tomorrow

Estimated Total

Yearly Operating

Costs : ~$269M

11Market research conducted by the Boston Consulting Group in partnership with DBM

The level of citizen satisfaction in NSW is significantly lower than in other states and Commonwealth agencies

Customer Satisfaction

17% behind next lowest performer: Commonwealth Department of Human Services

28% behind national leader: Service Tasmania

% of customers who are satisfied100

90

70

60

0

Federal DHS (CLK, MA, CSA)

83%

Information Victoria

86%

Canberra Connect

90%92%

94%93%

Service SANSW Customer

Voice -Businesses

Service Tasmania

91%

80

NZ information

Service Ontario

NZ transactions

94%

66%

NSW Customer

Voice -Citizens

69%

Ipsos NSW Overall

60%

50

(2008) (2011)

(2010)

(2010) (2011)

(2011)(2012) (2012)

12

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 - 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)

Stakeholder Benefits

*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.