NSW customers will soon have more choice and convenience when accessing government services as a result of the NSW Government’s nation-leading investment in the digital identity reform.
Minister for Digital and Customer Service Victor Dominello said the whole-of-government approach to digital identity would give customers the option to use digital credentials for various licences, certifications, qualifications and other eligibility documents.
“Trust, privacy, security and ethics will be at the core of the NSW Identity Strategy,” Mr Dominello said.
“We will empower customers to take control of their personal information when engaging with Government anywhere, anytime, delivering on our commitment to introduce innovative technologies to drive improved customer experience.
“Since 2015 Service NSW has expanded its digital offerings, developing the MyServiceNSW Account and Service NSW app, which has transformed the way the people of NSW interact with government.”
Mr Dominello said new services will be rolled out in 2022 to save customers time and money, including a Digital Seniors Card, Working With Children Check renewals and occupational or vocational licences.
“The new digital services will be faster, more convenient and less costly to use than paper or physical alternatives and will be less prone to forgery, misplacement or theft than physical documents,” Mr Dominello said.
“Customers will also be able to avoid sharing more personal information than required, which can sometimes happen when a physical document needs to be provided.
“As a result of Dine and Discover, more than 5.1 million or about 65 per cent of customers have now opted to prove their identity to a level that means they will not need to re-prove it for more than 90 per cent of Service NSW transactions.
“We’re making sure customers have a choice and are in full control when sharing their personal information with NSW Government, with new solutions being entirely opt-in.
“Robust privacy and security measures, as well as strong anti-fraud safeguards, will be built into new services to ensure customer information is protected at all times.”
Customers will continue to have the option of accessing services, advice and support via their local Service Centre, over the phone through the Service NSW contact centre or via the self-service channels such as the Service NSW app and website.
Mr Dominello said the Government would work with industry to learn from and leverage existing and emerging technology expertise to ensure it delivers the best quality product for customers.
Consultation is now open and will be ongoing until 30 June 2022. For more information, visit Have your say.
More information will be presented at the 2021 Digital.NSW Showcase on 24 November 2021.
