WITH a concierge greeting customers at the door, the ability to book appointments, and staff willing to call back if the queue is too long, the opening of the Service NSW office on Monday will herald a revolution in customer service, according to member for Orange Andrew Gee.
But it will also mark an end of an era when the Roads and Maritime Services (RMS) Motor Registry at Leewood Estate and the Fair Trading office in Lords Place close to the public at the end of the week.
The $1 million Lords Place service centre is the state’s fourth as part of an initiative to co-locate both state government services and offer Births, Deaths and Marriages transactions at a one-stop-shop.
The relocation of the Motor Registry copped criticism when it was announced last year.
But on a tour of the office yesterday, Mr Gee said he was hopeful the general public would be convinced it was good move as soon as they walked through the door of the customer-focused centre.
“I think people will fall in love with it ... the public will be very impressed,” he said.
“The experience is so very different to the past.
“It’s all about you when you walk in, not the government department.”
Staff at the centre will also connect customers with federal government and local council departments, even calling Centrelink if necessary.
Service NSW manager Andrew Bannister-Tyrell said the centre had a “no customer left behind” approach with transactions available face-to-face, at an onsite internet kiosk, over the phone, or on the client’s own device connected to the centre’s free Wi-Fi.
Customers will also be able to use the Wi-Fi to chat to friends or catch up on work while they wait their turn.
Service NSW deputy CEO Steve Griffin said the other service centres had a 97 per cent customer satisfaction rate with the call-back service a particular favourite.
The state government has invested $93.5 million in Service NSW.
Mr Gee would not say if the other tiers of government to benefit from the service should chip in, but hopes they will follow the state’s lead to improve their own customer service.