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Service NSW Delivers Online Presence with Open Source [Aug. 27, 2013]

Submitted on
Tuesday, August 27, 2013
,
Computerworld Australia

By Rohan Pearce

Service NSW, which acts as a central portal for accessing government services in New South Wales, is using the open source Drupal platform for its public-facing website and intranet

In late January, the digital strategy of Service NSW had a long way to go, according to Bruce McGregor – particularly if the organisation was to meet a July deadline for delivering its online portal, the organisation's head of digital said.

"The timeframes were tight, the budget was limited and fixed, and there were multiple stakeholders," McGregor said.

The creation of Service NSW was announced by the state's premier, Barry O’Farrell, in July 2012. The intention is to offer a 'one-stop shop' for government services, with NSW residents able to access them through 18 Service NSW centres, a 24-hour call centre and a single Web portal.

"We had to build a service within a couple of months," McGregor said. Despite the short timeframe for rolling out a complex Web portal, the agency managed to beat its deadline – albeit, by a handful of days – by employing the open source Drupal Web platform.

NSW Government Services Go Digital [Aug. 27, 2013]

Submitted on
Tuesday, August 27, 2013
,
The Australian

By Jennifer Foreshew

THE NSW government's newly launched services distribution arm aims to shift 30 per cent of traffic that resides in face to face or the call centre arena to digital in the next two years.

Service NSW, which was created to be a single point of contact for customers of government services, launched its three channels last month. They involve an initial 18 service centres, 24/7 phone service, and a customer-friendly web portal.

There are 40 million transactions in NSW every year with government.

"They (users) will certainly migrate quite easily from the call centre where a lot of the activity is at the moment to digital," Service NSW deputy chief executive officer Steve Griffin said.

Service NSW, which is aimed at citizens and small businesses, brings together the services delivered by NSW agencies Roads and Maritime, the Department of Fair Trading and Births, Deaths and Marriages.

Service NSW uses aGov, a Drupal distribution specifically designed for Australian government, for its website, which is hosted in the cloud by Acquia.

Drupal is an open source web platform used by more than 150 national governments.