Before the launch of Service NSW, services were siloed away in agencies, with each agency specifically dealing with their own transactions and functions. Customers had to navigate: 400+ government shopfronts, 100+ government call centres, 8000+ information lines and contact numbers, 900+ government websites.
During Customer Experience Tech Fest 2016, Jody Grima, Executive Director Service Delivery at Service NSW, revealed how they have re-shaped government services to focus on the needs of citizens, not on the needs of government itself. Through Service NSW, customers are now able to access all of their government services via one web site, one phone number and a retail network supporting all services.
Download this on-demand session from CX Tech Fest 2016 to find out:
- How Service NSW has been designed to be the single service delivery provider
- The impressive results so far
- Service NSW’s “customer inside” strategy
- How they have captured unprecedented customer feedback to drive improvements
Fill in the form below to download this on-demand session:
About the Speaker
Jody Grima is Executive Director Service Delivery at Service NSW and has been deeply involved in the development of Service NSW from the initial business case to the present. She is leading the transformation of NSW Government transactional services into an agile omni-channel network delivering responsive customer services.
Jody was a top rated presenter at CX Tech Fest 2016.