Customers calling Service NSW contact centres will have more ways to pay licence renewals, vehicle registrations or land tax following enhancements to the Customer Payment Platform (CPP).
NSW Government Chief Information and Digital Officer Greg Wells said the enhanced CPP platform was a State Government first and had added additional customer security as part of achieving full payment card industry data security standard (PCI DSS) compliance.
“Right now all staff-assisted payments within contact centres are processed by customers reading out their card details with operators keying them into a computer program or by being diverted to a fully automated system where they lose staff guidance,” Mr Wells said.
“While our staff can be trusted to keep people’s information safe this new payment platform provides a further level of security by allowing customers to complete transactions by entering their information in their phone’s keypad.
“The new customer-centric solution will ensure the entire ecosystem of computers, transaction systems and staff won’t have visibility of credit card numbers as they are coded before processing for one-time use.”
NSW Government Chief Information and Digital Officer Greg Wells said customers would still be able to read out their details via phone should they prefer.
“As a modern government, accessibility to services for all our customers is a priority,” Mr Wells said.
“People calling who need the option to read out their card numbers will be able to continue to do so, with customers also able to attend Service NSW Service Centres to complete transactions.”
The contact centre payment solution will be initially offered within the Department of Customer Service for Service NSW and Revenue NSW transactions, and will be extended to other cluster agencies over the coming months.
The Customer Payments Platform is one of a number of state-wide solutions the Department of Customer Service is using to speed up the delivery of solutions and improving customer experience.
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