How we're tracking
At Service NSW we are committed to delivering a world-class one-stop-shop for citizens and businesses wanting to access government services, either:
- online
- over the phone, or
- face-to-face through one of our 107 Service NSW Centres across the state, 77 of which are in regional NSW.
We continually measure our performance and use customer feedback to improve the customer experience across the different channels.
Our Performance Dashboard will be updated weekly to show how we're tracking across all our delivery channels and programs.
Last updated: 2 December 2021
Calls answered
Customer satisfaction
Service Centre customer visits
SNSW personal accounts
SNSW business accounts
Active mobile app users
COVID-19 support and payments
Service NSW has played and continues to play a critical role in supporting the NSW community during the COVID-19 pandemic.
Check-ins since July 2021
Total app check-ins
Digital vaccination certificate
Started: 15 October 2021
Digital certificate check-ins by top 10 industries
Total linked accounts
Total app check-ins with digital certificate
Test and Isolate support payment
Program status: Open
Started: 14 August 21
Received
Value
Approved
Value
In progress
Return to Work grant
Program status: Closed
Received
Value
Paid
Value
In progress
COVID-19 voucher and recovery programs
Dine & Discover was launched in March 2021 to encourage the community to get out and about and support dining, the arts, and recreation businesses, all of which have been impacted by COVID-19.
NSW residents aged 18 and over can apply for 6 x $25 vouchers, worth $150 in total.
Visit the Dine & Discover page for more information.
Dine & Discover NSW vouchers
Program status: Open
Started: 10 March 21
Voucher redemption
Issued
Value
Redeemed
Value
Businesses registered 16,926
Average customer spend $41.31
COVID-19 business support
Our teams are working at capacity to respond to the huge demand for COVID-19 business support.
We apologise for the delays some customers have experienced and thank them all for their patience while we assess and process thousands of applications daily.
Accommodation Support grant
Program status: Open
Started: 30 September 21
Received
Value
Paid
Value
In progress
COVID-19 business grant applications
Program status: Closed
Received
Total value
Approved
Total paid
In progress
Received
Value
(grant values are based on the value of the first payment)
Approved
Total paid
(includes initial application and recurring payments)
In progress
Received
Value
(grant values are based on the value of the first payment)
Approved
Total applications paid
(includes initial application and recurring payments)
In progress
Export assistance grant
Program status: Open
Started: 17 August 20
Received
Value
Approved
Value
In progress
Small Business Fees and Charges rebate
Program status: Open
Started: 5 April 21
Received
Value
Paid
Value
In progress
Closed COVID-19 support programs
Received
Value
Approved
Value
$3,000 business recovery grant (2020)
Program status: Closed
Received
Value
Approved
Value
Received
Value
Approved
Value
Received
Value
Approved
Value
Cost of Living programs
We deliver Cost of Living programs in partnership with agencies including Office of Sport, Create NSW and Transport for NSW.
Cost of Living programs are helping to ease the cost of living for all NSW residents. By answering a few simple questions through our online eligibility tool, customers can identify more than 70 rebates and savings they may be eligible for. You can book a free cost of living appointment with our customer care specialists who will help them access savings available, specific to your needs.
To date it’s estimated we have delivered $4.2 billion in savings to the people of NSW from the Cost of Living program.
Active Kids vouchers
Program status: Open
Started: January 2018
Issued
Redeemed
Value of redeemed vouchers $352m
Creative Kids vouchers
Program status: Open
Started: May 2019
Issued
Redeemed
Value of redeemed vouchers $124m
Regional Seniors Travel Card
Program status: Open
Started: January 2020
Issued
Value
Toll Relief
Program status: Open
Started: March 2019
Eligible
Redeemed
Value $226.3m
Disaster recovery support
Service NSW has partnered with agencies including Resilience NSW and Regional NSW, to deliver support measures to NSW residents who have been impacted by disasters such as bushfire and flood events.
Flood recovery grant for small business
Program status: Open
Started: 18 April 21
Received
Value
Approved
Value
In progress
Mouse rebate program
Program status: Open
Started: 5 July 21
Received
Value
Approved
Value
In progress
$10,000 bushfire grant for individuals (2020)
Program status: Closed
Received
Value
Approved
Value
Volunteer Firefighter support
Program status: Closed
Received
Value
Approved
Value
Bushfire recovery grant for business (up to $50,000)
Program status: Closed