Service NSW is revising opening hours across the state to meet better meet customer demand during the busiest times of the day.
From Monday, September 26, the Mudgee Service Centre will be open Monday – Friday between 9:00am – 4:30pm and closed on Saturday. The Contact Centre will operate from 7am to 7pm weekdays.
Service NSW Operations Director, Tim Bostock, said the revised hours were based on customer visiting patterns.
“Service NSW remains a customer focused organisation and the new trading hours better reflect customer demand,” Mr Bostock said.
“We have examined ticketing and queue data from our network and have adjusted our operating hours so we can provide staff for when they are needed most.
“Customer patterns have shown that the largest volumes for demand are during the peak lunch and after school periods, with only a small number of customers opting to complete transactions in store or over the phone during extended hours (7am to 7pm).
“Having more team members available during peak times means we can serve customers quicker and more efficiently, helping to reduce waiting times.”
Service NSW is continuing to grow with more than 25 million customer visits recorded in the last year. Of these 94 percent were made during 8am and 6pm, with similar patterns noted across Service Centres and the Contact Centre.
Mr Bostock said in the three years since extended hours had been introduced only a small number of customers had taken up the extended offering.
“Service NSW is about providing customers with choice, about how and when they access government services and transactions.
“More people are now transacting online or via their mobile, and we are continuing to do more to make it easier to access services online 24 hours, seven days a week.
“The introduction of new services, such as online vehicle registration or licence renewal, have seen more than 12 million customers turn to our online services in the last year – compared to 10 million in the two years prior.”