Service NSW | Departments/Agencies

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

By Shannon Jenkins

Communications & Technology

Customer service minister Victor Dominello his department is 'turbocharging the customer experience to make life easier for people.'…

Information of 186,000 Service NSW customers stolen in cyber attack

By Shannon Jenkins

New South Wales

Service NSW has revealed that a cyber attack on 47 staff email accounts resulted in the theft of data containing the personal information of 186,000…

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Insights and analysis

How government agencies are building digital capability across the workforce

By Shannon Jenkins

Communications & Technology

Public service agencies across Australia must adapt to the rapidly changing world. Cultivating a digital mindset, upskilling staff and removing barriers to digital capability can…

NSW’s first AI strategy wants to build public trust and data capability

By Shannon Jenkins

Communications & Technology

Premier Gladys Berejiklian on Friday said the strategy would create thousands of jobs across the state and demand for IT professionals, cyber security experts, data…

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

By Shannon Jenkins

Communications & Technology

The Service NSW app is being revamped with a new feature that will allow contact tracers to access customer details from hospitality venues across the…

NSW to impose further restrictions on Vic border

By Shannon Jenkins

Health

From midnight on July 21, a 'strict' new border zone will be established along the Murray River, and all current permits will expire. Those who…

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Interviews

Know your customer and what good service means to them: what William Murphy has learned from the best customer service organisations

By David Donaldson

Features

Know your customer, have a clear idea of what 'good service' means, and engage meaningfully. Department of Customer Service Deputy Secretary William Murphy discusses what…

Service NSW worked overnight to deliver tech solution for border crossing permits

By Shannon Jenkins

New South Wales

Roughly 650 police will be stationed at the border crossings. They plan to slap any wrongdoers with a $1000 fine.

NSW invests $1.6b in digital infrastructure fund

By Shannon Jenkins

Communications & Technology

The New South Wales government will invest a record $1.6 billion into digital infrastructure and cyber security capability as part of its plan to embark…

Service NSW to hire 1000 workers

By Shannon Jenkins

New South Wales

The New South Wales government is hiring 1000 workers to help operate a 24/7 hotline offering advice on non-health related enquiries about the coronavirus.

NSW launches new centralised website

By Shannon Jenkins

Communications & Technology

The New South Wales government has launched a public beta version of its new centralised website. Last month Customer Service Minister Victor Dominello announced that…

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Trends and research

Better digital services could boost public trust — but where to start?

By Shannon Jenkins

Australian Capital Territory

Boston Consulting Group senior partner and managing director Miguel Carrasco says a lack of trust is preventing departments and agencies across governments in Australia and…

NSW digital chief off to Queensland

By Shannon Jenkins

New South Wales

Service NSW’s digital chief Chris Fechner has moved over to the Queensland government to take on the role of its first-ever chief digital and customer…

Labor concerned over job cuts to Service NSW

By Shannon Jenkins

New South Wales

The New South Wales government will be cutting jobs from its Department of Customer Service in an attempt to shave more than $100 million off…

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Interviews

Mike Pratt on everything it takes to make customer service and satisfaction a central part of government — especially the need to be authentic

By Martin Stewart-Weeks

Executive Transitions and Pathways

Look, listen, and learn. Michael Pratt AM, Secretary of NSW Treasury, has cracked the code for what to tell an eager minister after walking into…