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