MyServiceNSW: state releases its own one-stop shop

By David Donaldson

Friday February 5, 2016

The MyServiceNSW app
The MyServiceNSW app

New South Wales has launched its own online “one-stop shop” for state government transactions, MyServiceNSW.

Designed in a similar vein to the Commonwealth’s myGov, customers will only need to enter their personal information once to access a range of public services.

Although currently only Roads and Maritime Services and the Office of State Revenue are connected to MyServiceNSW, more agencies will come online over time. Currently customers can complete register vehicles, update licence details and pay fines online.

The current version follows a soft launch late last year, reports iTnews. The government has since adapted the service based on feedback and released it to the public.

The online portal is part of a broader effort in NSW to break down silos within the public sector and make it easier for customers to interact with government. The shift has seen more than 850 transactions from 40 agencies become available at ServiceNSW’s integrated shopfronts. The digital version will increase the convenience for citizens of not having to know which agency deals with which transactions and how to contact the right one.

People can sign up for MyServiceNSW accounts through the ServiceNSW website and the mobile app.

Although NSW opted to set up its own system, “there will also be opportunities in the future to potentially integrate with existing platforms, like the federal government’s myGov offering”, NSW Minister for Finance, Services and Property Dominic Perottet wrote in The Australian:

“The MyServiceNSW account is central to the NSW government’s technology strategy, but like any consumer technology, it needs to be built around people to be successful.

“That’s because getting the right tools in place is only part of the job: the ‘human touch’ is just as important. That’s why when you enter a Service NSW centre, you are greeted by a concierge. It’s why, when you ring our contact centre, you speak with a real person not a robot. And it’s why, when you visit our website, you can live-chat with someone from our support team.”

It’s a popular approach: ServiceNSW has a 98% customer satisfaction rating, according to government figures.

Improving customer service and digitising government services were identified as two key points in Premier Mike Baird’s State and Premier’s Priorities last year.

“For now, we are starting small and building in functionality over time, making sure we get the basics right,” Perottet wrote. He also highlighted security as an important area of focus in developing the online system:

“Security and privacy are key concerns when transacting online — whether with government or private organisations — so in developing MyServiceNSW we have made sure to implement industry best-practice privacy and security measures.

“Other jurisdictions heading down this path have tended to focus on connecting back end technology infrastructure, bringing offline processes into the online world without full digitisation, and leaving customer experience and usability last.

“However the maturity of today’s cloud, social and mobile platforms offers a unique opportunity to design digital services from the customer perspective, prototyping and learning as we go.”

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