Transforming how people interact with Service NSW

Client

Service NSW

Services

Digital Transformation

Partners

Salesforce, Mulesoft

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For the past four years RXP has been working in close partnership with Service NSW and a number of other state agencies implementing a vast array of Saleforce focused solutions.

THE BACKGROUND

These solutions have helped Service NSW in their mission of simplifying the way that customers do business with Government. The success of our partnership has been greatly attributed to the skills that RXP brought to the overall programs of work and our philosophy of working as one team to achieve the goals and objectives of Service NSW.The projects completed have touched many agencies and citizens of NSW and have greatly improved the way the people interact with Government. Always providing an easier way to do things and superior customer experience.‍

The projects included:

  • Easy To Do Business which saw small businesses in Parramatta, the pilot area, reducing the time to get approvals to start and run their businesses from 18 months down to 10-12 weeks.
  • CTP Refund which provided many citizens and businesses across all of NSW with refund on their CTP greenslips.  This was a commitment made by the NSW government and the program was launched on-time across the state.
  • Active Kids was a program run in conjunction of Service NSW and the Office of Sport. This program provided families with $100 rebate for activities from basketball to ballet. To achieve this RXP work closely with Service NSW, Office of Sport and hundreds’ of sporting bodies to provide redeemable vouchers and payments to the qualified sporting providers.  Once again, this project was very complex and had very compressed timeframes to meet the commitments made by NSW Government. RXP working as one team with Service NSW, the Office of Sport, sporting bodies and other partners met the timeframes and the service was adopted by over 300,000 people within the first 3 months.

For both CTP Refund and the Active Kids programs the RXP Experience Hub was utilised to house the entire team.  The Experience Hub provided a great space for the teams to collaborate and work together as one to achieve extraordinary business outcomes.  RXP has done most of the projects as outcome based, providing highly skilled on-shore employees performing, Business Analysis, Customer Experience, User Experience, Functional Consulting, Development, Solutions Architecture and Project Management.

The list above is just a small subset of all the projects we have done with Service NSW.  Others included Creative Kids, Digital License, Renew License, Liquor and Gaming Licensing and MyAccount to name a few.

Lastly, as Service NSW has moved to bring more of their capability in-house, RXP has worked closely with Service NSW to identify the right people to assist with this transition and knowledge transfer.  This is an on-going process and has been well received by Service NSW.

This is further example of RXP’s  flexibility and willingness to always put the client’s and their customer’s business needs first and our laser like focus on delivering business outcomes always based on the best possible customer experience and happier humans.

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