COVID-19 update: If you are planning to go into a Service Centre, check the opening times before you visit. 

Our online transactions are available 24/7. For assistance visit COVID-19.

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.

COVID Safe check-ins

Started: 7 October 2020

Customer sentiment
Approval 94.6%

Check-ins since July 2021

Total app check-ins

1.3b

Digital vaccination certificate

Started: 15 October 2021

Customer sentiment
Approval 84.6%

Digital certificate check-ins by top 10 industries

Total linked accounts

2.54m

Total app check-ins with digital certificate

172m

Test and Isolate support payment

Program status: Open
Started: 14 August 21

Customer sentiment
Approval 97.6%

Received

89,035
Value
$28.5m

Approved

79,523
Value
$25.4m

In progress

2,277

Return to Work grant

Program status: Closed

Customer sentiment
Approval 98.5%

Received

1,588
Value
$6.8m

Paid

1,419
Value
$6.2m

In progress

7

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

Customer sentiment
Approval 95.6%

Voucher redemption

Issued

27.3m
Value
$682m

Redeemed

11.4m
Value
$284m

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

Customer sentiment
Approval 91.9%

Received

5,013
Value
$22.5m

Paid

2,137
Value
$9.8m

In progress

2,108

COVID-19 business grant applications

Program status: Closed

Customer sentiment
Approval 98.9%

Received

201,888
Total value
$2.53b

Approved

187,088
Total paid
$2.35b

In progress

1,193

JobSaver payment

Program status: Closed

Customer sentiment
Approval 97%

Received

213,028
Value
$1.09b

(grant values are based on the value of the first payment)

Approved

206,714
Total paid
$6.91b

(includes initial application and recurring payments)

In progress

2,015

COVID-19 micro-business grant

Program status: Closed

Customer sentiment
Approval 96.6%

Received

82,364
Value
$124m

(grant values are based on the value of the first payment)

Approved

62,170
Total applications paid
$737m

(includes initial application and recurring payments)

In progress

15,734

Export assistance grant

Program status: Open
Started: 17 August 20

Customer sentiment
Approval 97.6%

Received

2,752
Value
$21.4m

Approved

1,027
Value
$8.4m

In progress

233

Small Business Fees and Charges rebate

Program status: Open
Started: 5 April 21

Customer sentiment
Approval 99.1%

Received

73,163
Value
$109.7m

Paid

71,524
Value
$86.4m

In progress

1,639

Closed COVID-19 support programs

$10,000 business grant (2020)

Program status: Closed

Customer sentiment
Approval 99.2%

Received

58,208
Value
$575m

Approved

52,609
Value
$521m

$3,000 business recovery grant (2020)

Program status: Closed

Customer sentiment
Approval 99.2%

Received

38,313
Value
$114m

Approved

36,694
Value
$109m

Southern Border grant (2020)

Program status: Closed

Customer sentiment
Approval 100%

Received

2,640
Value
$18.6m

Approved

2,226
Value
$15.3m

Northern Beaches grant (2021)

Program status: Closed

Customer sentiment
Approval 98.6%

Received

2,614
Value
$12.3m

Approved

2,485
Value
$11.7m

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

Customer sentiment
Approval 99.8%

Issued

4.4m
Redeemed
3.6m

Value of redeemed vouchers $352m

Creative Kids vouchers

Program status: Open
Started: May 2019

Customer sentiment
Approval 99.7%

Issued

1.6m
Redeemed
1.2m

Value of redeemed vouchers $124m

Regional Seniors Travel Card

Program status: Open
Started: January 2020

Customer sentiment
Approval 99.3%

Issued

692,564
Value
$173m

Toll Relief

Program status: Open
Started: March 2019

Customer sentiment
Approval 99.7%

Eligible

1.1m
Redeemed
629,231

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

Customer sentiment
Approval 96.5%

Received

7,393
Value
$123m

Approved

3,204
Value
$47.4m

In progress

865

Mouse rebate program

Program status: Open
Started: 5 July 21

Customer sentiment
Approval 97.2%

Received

62,275
Value
$32.3m

Approved

51,848
Value
$26.6m

In progress

4,941

$10,000 bushfire grant for individuals (2020)

Program status: Closed

Customer sentiment
Approval 99.7%

Received

21,215
Value
$212m

Approved

17,817
Value
$178m

Volunteer Firefighter support

Program status: Closed

Customer sentiment
Approval 99.5%

Received

3,206
Value
$11.6m

Approved

2,981
Value
$10.8m

Bushfire recovery grant for business (up to $50,000)

Program status: Closed

Customer sentiment
Approval 97%

Received

4,015
Value
$104m

Approved

1,828
Value
$48.5m