Service NSW gave a 30-minute presentation on Wednesday at the Inverell general council meeting, giving updates on the new office, and receiving some pointed questions.
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The new headquarters for over 900 state-related transactions is currently under construction on Byron Street with a planned opening weeks away. From rego payments to certificate applications, ordering annual park passes, or obtaining a contractor’s license, the list seems endless. Inverell will the the 77th Service NSW office to open in the state.
Service NSW director of operations Graham Tobin and the office’s director of programs and public relations Ben Johnson took the floor to explain where they were in regards to progress. Mr Tobin said NSW had copped poor ratings in regard to their customer service in the past, and they wanted to turn it around.
Key to the new office will be a concierge, who will greet people as they enter and swiftly convey them to where they will access the service required. “We’ve taken the approach view now that the customer can go into one location to do all their transactions, and all their business needs, and that’s what you’ll get at Inverell,” Mr Tobin said.
“We’ve taken the approach view now that the customer can go into one location to do all their transactions, and all their business needs, and that’s what you’ll get at Inverell.
- Graham Tobin
Cr Anthony Michaels asked, as Service NSW proposes to increase the number of transactions from a bit over 300 to 900, and reduce the waiting time per transaction, how they intended to provide that service.
Mr Tobin said their advances in technology now employed in more contemporary offices would aid in transaction reduction and agility. “We’ve got some really smart stuff around that, which will allow our customers to get to the tight queue at the right time to see the person with the right skill-base,” he said.
Cr Neil McCosker asked how the office was planning to accommodate the inflation of service needs, and if the department planned to employ local people. Mr Tobin said there would be jobs for local people. Cr Kate Dight asked if Yetman’s fortnightly RMS service would remain operational. She was assured things would remain the same.
When first announced, the office was meant to have Saturday opening hours. Cr Michaels asked if this still held. Mr Tobin said it would not. “It was a misprint. Service NSW was never going to open in Inverell on a Saturday. We would like to, but the numbers just don’t stack up, unfortunately,” he said.
Michèle Jedlicka
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