Case Study: Service NSW achieves 97% customer satisfaction and 7-minute average branch waits with Q-nomy's Customer Experience Solution

Service NSW - Customer Case Study

Service NSW (SNSW) set out to unify more than 200 government departments and agencies into a single, customer‑centric “one‑stop shop” after customers reported long queues, multiple forms and confusion about where to go. To achieve this they engaged Q‑nomy’s Australian partner NEXA to overhaul service delivery across 16 agencies and 1,000+ transaction types, with the priority of creating a seamless, user‑friendly experience.

Using service‑design workshops, research with 2,000+ people and co‑creation with staff and customers, NEXA implemented Q‑nomy’s Customer Experience Solution across new Service Centres featuring concierges, virtual queuing, kiosks and express desks. The rollout opened 19 centres in the first year and reached 100 by 2019, serving 26.3 million people, achieving a 97% satisfaction rating, reducing average branch wait times to 7 minutes, and cutting driver test booking waits from 35 to 8 days with 95.5% appointment utilization.

Service NSW

Glenn King

CEO