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Service NSW Annual Report 2013-14.Pdf ANNUAL REPORT 2013-14 CONTENTS 2 Letter to the Minister 3 Access 4 Message from the Customer Service Commissioner NSW 5 Message from the CEO, Service NSW 6 Service NSW management, structure, activities, aims and objectives 6 Introduction 8 Review of operations 10 Legislation and charter 10 Achievements in 2013-14 12 Management and structure 24 People overview 24 Human resources 25 Workforce diversity 27 Governance 27 Risk management and insurance activities 27 Internal audit and risk management policy attestation 29 Disclosure of controlled entities and subsidiaries 29 Government Information (Public Access) Act 2009 (GIPA Act) 32 Digital information security policy attestation 33 Public interest disclosures 33 Consumer response 33 Privacy and Personal Information Protection Act 1998 (PPIPA) 35 Appendices Appendix A Financial statements Appendix B Number of executive officers Appendix C Credit card certification Appendix D Funds and grants Appendix E Promotion – overseas visits Appendix F Payment of accounts Appendix G Time for payment of accounts Appendix H Expenditure on consultants 2 Service NSW Annual Report 2013-14 28 October 2014 The Hon Dominic Perrottet MP Minister for Finance and Services GPO Box 5341 SYDNEY NSW 2001 Dear Minister Service NSW Annual Report 2013-14 I have pleasure in submitting for your information and presentation to the Parliament of NSW the report on the activities of Service NSW Division for the financial period 1 July 2013 to 30 June 2014. The report was prepared in accordance with the provision of the Annual Reports (Departments) Act 1985 and the Annual Reports (Departments) Regulation 2010. Yours sincerely Glenn King Chief executive Officer Service NSW Service NSW Annual Report 2013-14 3 ACCESS Website www.service.nsw.gov.au Email [email protected] 24/7 telephone service 13 77 88 Service NSW Level 2 66 Harrington Street Sydney NSW 2000 Australia Service centres open at 30 June 2014: A current list of operatiing service centres can be found on our website. Chatswood Service Centre Parramatta Service Centre 313 Victoria Avenue 27-31 Argyle Street Chatswood NSW 2067 Parramatta NSW 2150 Dubbo Service Centre Penrith Service Centre 258-260 Macquarie Street 333 High Street Dubbo NSW 2830 Penrith NSW 2750 Gosford Service Centre Port Macquarie Service Centre Shop 11-12 Cnr Central Road & Barton Cres Cnr Henry Parry Dr & William St Port Macquarie NSW 2444 Gosford NSW 2250 Queanbeyan Service Centre Haymarket Service Centre Aurora Place Ground Floor Queanbeyan NSW 2620 2-24 Rawson Place Tamworth Service Centre Sydney NSW 2000 Cnr Peel and Hill Streets Kiama Service Centre Tamworth NSW 2340 64 Shoalhaven Street Tweed Heads Service Centre Kiama NSW 2533 13-17 Rivendell Lismore Service Centre Tweed Heads South NSW 2486 58 Ballina Road Wagga Wagga Service Centre LISMORE NSW 2480 2 Fox Street Liverpool Service Centre Wagga Wagga NSW 2650 Megacenta Liverpool Wollongong Service Centre 2-20 Orange Grove Road Ground Floor, Shop 2-3 Liverpool NSW 2170 90 Crown Street Newcastle Service Centre Wollongong NSW 2500 114 Parry Street Wynyard Service Centre Newcastle West NSW 2302 19 York Street Orange Service Centre Sydney NSW 2000 122-124 Kite Street Orange NSW 2800 This annual report has been produced by Service NSW using in-house resources only. An electronic copy of this annual report is available on our website, by email or by calling 13 77 88. 4 Service NSW Annual Report 2013-14 Michael Pratt Customer Service Commissioner NSW MESSAGE FROM THE CUSTOMER SERVICE COMMISSIONER NSW When the Service NSW initiative was launched in 2013, few could have imagined that within a year we would have served more than three and a half million customers across multiple channels and with customer satisfaction scores of 98 per cent – unchanged from the day of launch. Whether in the centres now operating around NSW, through the improved digital experience or the telephone service, people are embracing the Service NSW proposition in ever increasing numbers. Such success is due to the dedication and commitment of the Service NSW team. It is setting new benchmarks for customer service and making great strides on the journey to rebuild the trust of citizens in the delivery of government services. Service NSW Annual Report 2013-14 5 Glenn King Service NSW CEO MESSAGE FROM THE CEO I am pleased to present the second annual report for Service NSW. Service NSW has gone from concepts on drawing boards to welcoming customers through the doors of 18 service centres across the length and breadth of NSW; through the 24/7 telephone service where customers are answered by a real person and not a machine; and through an innovative digital service. This achievement is testament to the passion with which we approach our mission – to make it easier for citizens to do business with government. In addition, our work to innovate and improve online access continues to break down the barriers to doing business with government. Throughout this journey, the Service NSW team has kept our customers, the people of NSW, first and foremost in our collective mind. From Liverpool to Wagga Wagga, Tweed Heads to Tamworth, we have used real time customer feedback to refine and simplify every facet of our operations. This continuous cycle of improvement will ensure our network of physical centres, digital presence and telephone service is the right mix to cater for current population needs and future growth. The Service NSW team is committed to making a difference. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure focus is always on the customer. 6 Service NSW Annual Report 2013-14 SERVICE NSW MANAGEMENT, STRUCTURE, ACTIVITIES, AIMS AND OBJECTIVES Introduction In its first full financial year of Service NSW enables customers to operations, Service NSW has brought undertake more than 800 transactions, a step change in government from applying for a birth certificate customer service delivery to the or a Seniors Card, renewing a driver people of NSW. licence or vehicle registration, and paying Housing NSW rent or a fine. Tasked to make it easier for citizens to do business with government no Transactions are managed on behalf matter where they live, Service NSW of many government agencies continued to fulfil this mission in including Roads and Maritime 2013-2014 by growing online and Services; Fair Trading; NSW Registry telephone services as well as rolling of Births Deaths and Marriages; out an innovative network of Office of Environment and Heritage; one-stop shops. Department of Primary Industries; Office of Liquor, Gaming and Service NSW is delivering on the NSW Racing; Department of Family and Government’s plan NSW 2021: A plan Community Services, including to make NSW number one (Goals 30, Housing NSW; Department of 31 and 32). Planning and Environment; and the During the period 1 July 2013 to Office of State Revenue. More services 30 June 2014, Service NSW delivered: are being added over time. • A digital service with new online Between 1 July 2013 and 30 June transactions such as Seniors 2014, more than 3.5 million customers Cards and birth, death and were served over the phone, online marriage certificate applications or in store. Customers have clearly embraced the ‘joined up’ service • 18 service centres with extended model offered by Service NSW. trading hours and concierge services • A 24/7 phone service answered by a real person based in NSW. Service NSW Annual Report 2013-14 7 8 Service NSW Annual Report 2013-14 Review of operations such as Fair Trading, Roads and Maritime Services and the NSW The past year brought Registry of Births Deaths and unprecedented growth for Marriages to ensure a seamless transition of services. Service NSW. During 2013-2014, 18 Service With the rollout of the one-stop shop NSW service centres commenced network, Service NSW continued to operations across New South Wales. work closely with partner agencies Tweed Heads Parramatta 12 August 2013 8 October 2013 Kiama Dubbo Gosford 5 July 2013 27 September 2013 25 October 2013 2013 Parramatta CC Tamworth 30 August 2013 4 October 2013 Orange Wynyard Haymarket 9 September 2013 14 October 2013 2 August 2013 Service NSW Annual Report 2013-14 9 The 120 seat Parramatta Contact Centre commenced operations on 30 August 2013, with the 200 seat Newcastle Contact Centre (transitioned from Roads and Maritime Services) commencing operations for Service NSW from 1 July 2014. Seniors Card forms online Liverpool 12 December 2013 30 May 2104 Wagga Wagga 15 November 2013 Gosford Wollongong Queanbeyan Newcastle CC 25 October 2013 9 December 2013 16 December 2013 1 July 2014 2014 Newcastle Chatswood Penrith 12 November 2013 13 December 2013 20 June 2014 Wynyard 14 October 2013 Port Macquarie Lismore 22 November 2013 10 April 2014 10 Service NSW Annual Report 2013-14 Legislation and charter On 18 March 2013, the Public Sector Employment and Management (Service NSW Division) Order 2013 established Service NSW as a Division of the Government Service responsible to the Premier and Minister for Western Sydney. This resulted in the creation of Service NSW as a separate government agency within the Department of Premier and Cabinet (DPC) cluster. While Service NSW was established on 18 March 2013, it did not have any employees, assets and liabilities until the transfer of the Service NSW function from the DPC on 14 June 2013. Pursuant to Public Sector Employment and Management (Service NSW Division Staff Transfer) Order 2013, activities were transferred to Service NSW Division with effect from 14 June 2013. Service NSW’s authorising legislation is the Service NSW (One-stop Access to Government Services) Act 2013, which came into effect on 21 June 2013. From 1 July 2014, Service NSW was transferred to the Treasury and Finance cluster.
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