Service NSW opens new centres, rolls out contact tracing app feature

By Shannon Jenkins

Monday September 14, 2020

Victor Dominello (AAP Image/James Gourley)

The first two of 10 new Sydney-based Service NSW centres have opened, in Revesby and Engadine.

Customer service minister Victor Dominello on Monday said additional staff have joined the centres to help customers use self-serve touch screens, and to complete transactions over the counter. He noted the new centres also featured a “digital first” design.

“We’re turbocharging the customer experience to make life easier for people,” he said.

“Customers have quickly embraced the new centres, with more than 3000 people visiting them since 28 August. There are now 109 Service NSW Centres across the state, as well as four mobile centres that cater for customers in remote and regional areas.”

The remaining eight centres are expected to open in Merrylands, Randwick, Northmead, Glenmore Park/Edmondson Park, Roselands and Schofields by 2023. Dominello noted that 24 service centres were opened across regional and remote NSW between 2017 and 2019.

The customer service minister has also provided an update on the state government’s Click and Collect service, which allows the public to access birth, death and marriage certificates online. Since going live in April, more than 3000 customers have opted for Click and Collect, with birth certificates accounting for 71% of all online applications.

“Customers are giving it the thumbs up, with 45% choosing the digital option in July,” he said.

After applying for a certificate, customers can either collect the document from the Chippendale or Parramatta Registry office, or have it delivered to their home.


Read more: Service NSW app to add venue check-in feature for contact tracing


Meanwhile, the Service NSW app’s check-in function is being rolled out statewide following a trial and an independent privacy review.

Almost 400 businesses participated in the trial last month in Dubbo and at a number of NSW venues owned by hospitality group Merivale.

A QR code has been added to the app, allowing customers to check in at hospitality venues and Service NSW centres across the state.

Dominello noted the new feature would allow NSW Health contact tracers to quickly access customer details in the event of a COVID-19 outbreak.

“The check-in automatically captures the date, time and location, and securely stores them on a NSW government database for the sole purpose of contact tracing. After 28 days, the data is destroyed,” he said on Saturday.

“We will work closely with industry to encourage them to adopt our QR code. The service is free for businesses, and helps them comply with their obligations under the Public Health Orders.”

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