COVID-19 update: If you are planning to go into a Service Centre, check the opening times before you visit. Read about the COVID-19 assistance available for NSW residents and businesses. 

Our online transactions are available 24/7. Call 13 77 88 for assistance or 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: 21 October 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
98%

Check-ins since July 2021

Total app check-ins

940m

Digital vaccination certificate

Started: 15 October 2021

Customer sentiment
87.8

Digital certificate check-ins by top 10 industries

Total linked accounts

1.6m

Total app check-ins with digital certificate

13m

Test and Isolate support payment

Program status: Open
Started: 14 August 21

Customer sentiment
97.6%

Received

49,351
Value
$15.8m

Approved

44,473
Value
$14.2m

In progress

728

Return to Work grant

Program status: Open
Started: 11 March 21

Customer sentiment
98.5%

Received

1,588
Value
$6.8m

Paid

1,417
Value
$6.2m

In progress

8

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 4 x $25 vouchers, worth $100 in total. 

Visit the Dine & Discover page for more information.

Dine & Discover NSW vouchers

Program status: Open
Started: 10 March 21

Customer sentiment
96.0%

Voucher redemption

Issued

19.1m
Value
$477m

Redeemed

10.7m
Value
$265m

Businesses registered 16,472

Average customer spend $40.81

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
91.3%

Received

1,842
Value
$8.7m

In progress

410

Paid

1,099
Value
$5.2m

COVID-19 business grant applications

Program status: Open
Started: 19 July 21

Customer sentiment
98.9%

Received

201,170
Total value
$2.52b

Approved

186,211
Total paid
$2.33b

In progress

1,432

JobSaver payment

Program status: Open
Started: 26 July 21

Customer sentiment
97%

Received

212,464
Value
$1.09b

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

Approved

200,390
Total paid
$5.83b

(includes initial application and recurring payments)

In progress

3,462

COVID-19 micro-business grant

Program status: Open
Started: 26 July 21

Customer sentiment
96.6%

Received

82,186
Value
$123.3m

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

Approved

59,385
Total applications paid
$622m

(includes initial application and recurring payments)

In progress

7,761

Export assistance grant

Program status: Open
Started: 17 August 20

Customer sentiment
98.1%

Received

1,628
Value
$12.9m

Approved

966
Value
$7.9m

In progress

104

Small Business Fees and Charges rebate

Program status: Open
Started: 5 April 21

Customer sentiment
99.1%

Received

62,556
Value
$93.8m

Paid

60,609
Value
$71.1m

In progress

1,899

Closed COVID-19 support programs

$10,000 business grant (2020)

Program status: Closed

Customer sentiment
99.2%

Received

58,208
Value
$575m

Approved

52,613
Value
$521m

$3,000 business recovery grant (2020)

Program status: Closed

Customer sentiment
99.2%

Received

38,313
Value
$114m

Approved

36,694
Value
$109m

Southern Border grant (2020)

Program status: Closed

Customer sentiment
100%

Received

2,640
Value
$18.6m

Approved

2,226
Value
$15.3m

Northern Beaches grant (2021)

Program status: Closed

Customer sentiment
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
99.8%

Issued

4.2m
Redeemed
3.4m

Value of redeemed vouchers $338m

Creative Kids vouchers

Program status: Open
Started: May 2019

Customer sentiment
99.7%

Issued

1.6m
Redeemed
1.2m

Value of redeemed vouchers $117m

Regional Seniors Travel Card

Program status: Open
Started: January 2020

Customer sentiment
99.3%

Issued

688,720
Value
$172m

Toll Relief

Program status: Open
Started: March 2019

Customer sentiment
99.7%

Eligible

1.1m
Redeemed
595,737

Value $214m

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
96.7%

Received

7,282
Value
$122.3m

Approved

2,721
Value
$39m

In progress

1,831

Mouse rebate program

Program status: Open
Started: 5 July 21

Customer sentiment
97%

Received

48,328
Value
$25.1m

Approved

39,351
Value
$20.2m

In progress

4,439

$10,000 bushfire grant for individuals (2020)

Program status: Closed

Customer sentiment
99.7%

Received

21,215
Value
$212m

Approved

17,826
Value
$178m

Volunteer Firefighter support

Program status: Closed

Customer sentiment
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
97%

Received

4,015
Value
$104m

Approved

1,828
Value
$48.5m