Cafes, business start-ups now the focus for Service NSW reform


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NSW is re-engineering process to create a single portal for interacting with government. The customer service commissioner now wants to tackle business start-ups.

The New South Wales government is examining ways cafes and other small businesses will be able to start up in a day, under an ambitious plan detailed by customer service commissioner Michael Pratt at the Open Government Forum at NSw Parliament House earlier this week.

The reforms are part of a major overhaul that in 15 months has created NSW government one-stop shops, Service NSW, for over 800 state government transactions.

Pratt told the forum the new entity was started to take over a “burning platform” of nearly 400 different government shop fronts, 102 call centres, 8000 different telephone lines and 52 transaction websites.

“No wonder Telstra loved us,” Pratt said. “We now have one number which is answered by a person who takes ownership for following up with the respective agency and closing the case with the customer.”

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