Frequently asked questions

Yes, you will need to have a MyService account to lodge an online form.

The goal is digital end-to-end licensing journeys. This means every transaction could be done online (new, renew, change details, replacements, cancellation/suspensions, public register detail updates, actual licence artefact on phone)

Personal details, such as an email, contact number and name is required for creating a MyService account. The process involves an authentication step where a code is sent to either a mobile or email for validation.

Wherever possible, payments will be made using digital and contactless payment channels. If a customer submits an application using the online form, they will be required to pay using the Customer Payments Platform before they submit their application. In some cases, cash payments may still be accepted at Service NSW if a customer is submitting a paper form, however customers will be encouraged to pay using contactless methods.

Customers will receive an email two months before expiry. The email will contain a link that will divert them to renew online via myService. A reminder will also be sent at 14 days prior to expiry. If the customer does not renew, they will receive a notification of expiry 1 day after the expiry date. (Note; the customer can choose to ignore the alerts and allow their permit to expire). If a customer wishes to renew earlier than 2 months before their permit expires, this is also possible, however the customer must contact us to arrange. Customers with no email, will need to be sent a renewal by post. This will need to be printed / sent manually.

Once a customer has lodged their application via MyService, it will be received in the back-end system, which is called Licence NSW. The application will then be allocated to teams via the Tast Queue in Licence NSW. Applications can be triaged and individually allocated to staff for processing.

The Amanda 7 platform (Amanda) is the underlying infrastructure of Licence NSW. It has been selected as it represents a ‘best-in-class’ specialist regulatory compliance management system, having been purpose-built, in terms of applications & business capabilities, for governments and associated regulatory industries.

It is also the current platform for Regulation NSW and provides an end-end platform solution for regulatory agencies.

The Amanda 7 platform (Amanda) is the underlying infrastructure of Regulation NSW. It has been selected as it represents a ‘best-in-class’ specialist regulatory compliance management system, having been purpose-built, in terms of applications & business capabilities, for governments and associated regulatory industries.

It is also the current platform for Licence NSW and provides an end-end platform solution for regulatory agencies.

Regulation NSW provides the end-to-end regulatory capabilities to manage a regulator workflow. The platform can manage complaints, compliance and enforcement actions via streamlined processes and reporting.

As Regulation NSW has been built using reusable, core components, standard functionality is provided out-of-the box.

We recognise that there will be specific requirements needed and we are more than happy to discuss how Regulation NSW can be tailored to support your business.

Absolutely not, the beauty of the design is that either the combination of Regulation NSW / Licence NSW or either one can be utilised to meet your end-to-end regulator workflow or database requirements.

We will need to work with you to understand your end-to-end workflow and requirements to determine timelines for delivery. We recommend connecting for an initial discussion to unpack the scope of your requirements.

Get in touch by emailing GTPpartnerships@customerservice.nsw.gov.au

Regulators can expect improved communication between regulators and businesses, a significant uplift in efficiency allowing regulators to spend more time on high value tasks, common data definitions increased reliability of data lake and improved actionable insights from data. This will result in reduced cost of compliance, increased regulator productivity and increased quality of compliance.

Your customers can expect reduced time and effort to view manage multiple compliance obligations in one place, making it easier to voluntarily comply and provides an opportunity for incentives to maintain good behaviour. This results in an overall improved customer experience when interacting with Government to obtain an outcome.

We have special technology that helps achieve PCI compliance. For more information contact gtppci@customerservice.nsw.gov.au

Working with our partners and Service NSW we have designed a secure payments solution that allows customers to enter their card details, while remaining on a call with the agent to guide them through the payment process, without exposing the card details to the agent or storing any sensitive information on any Government systems.

Integrates with Customer Payments Platform and allows for full masking of any customer data which is not hosted within the environment.

VCC has train the trainer solutions to get our partners teams up to speed on the platform

CPP has 4 payment channels, Digital (online payments), Kiosk, Over the counter, and Contact centre (phone payments). Payment methods vary by channel as follows:

Digital (online payments)

• Card (debit and credit)
• Paypal
• PayID
• BPay
• Google Pay and Apple Pay are coming soon.

Kiosk

• Card only

Over the counter

• Card
• Cash
• Cheque
• Money Order

Contact Centre

• Card only

UnionPay, Visa, Mastercard, Diners and American Express.

Browsers supported by CPP along with the minimum versions are:

• Google Chrome (58)
• Microsoft Edge (14)
• Mozilla Firefox (54)
• Apple Safari for iOS (10)
• Opera (55)

Yes, you can use your logo on the payment page. However, the main reason to have the logo is to inform the user where the payment is going to. If the funds are going to the Service NSW bank account, we recommend using our logo and if the funds are going to agency specific bank account, we can use the agency logo.

Our Experience Management (XM) license operates as a self-service platform where a user division and its users do not incur any costs for usage of the functionality available in the license.  

 

To be successfully onboarded onto the platform, any agency/team must procure responses, across the products Customer Experience XM. Responses are used to capture data in surveys/forms in the platform as recorded responses or procure an employee head count across the Employee Experience XM products. 

The XM CoE acts as a hub across the department, where agencies/units share resources, information, best practices and support to ensure all users are working together to achieve a common goal in driving and delivering the XM strategy in accordance with the DCS/GTP XM vision.

Our Experience Management (XM) platform offers many out-of-the-box extensions with other common software. Extensions allow you to integrate Qualtrics with another software, allowing you to use and action your Qualtrics insights more effectively.

The XM Basecamp and support pages website offers a series of training videos and product guides to support new platform users in their onboarding.

The purpose of a KMCoE is to serve as a hub for KM activities, resources, and expertise, and to facilitate the development and implementation of effective strategies and practices throughout the organisation. 

Overall, a KMCoE plays a critical role in helping organizations leverage their collective knowledge and expertise to achieve their strategic objectives and stay competitive in a rapidly changing business environment. By aligning a KMCoE with ISO standards, we ensure that all of our Government NSW knowledge management practices are consistent with globally recognized standards for quality management, information security, and knowledge management.

The CoE offers training programs and support resources to help employees develop the skills and knowledge needed to effectively manage knowledge and provide world class customer centric service interactions.

The CoE team will co-develop a strategy that aligns with the relevant ISO standards. This involves defining policies and procedures for knowledge management, establishing metrics and measurement systems, including auditing, and developing a culture of continuous improvement.

DNA is a space where teams collaborate across government agencies to apply agile and design thinking practices to accelerate digital product delivery. Our services are designed around a user's needs by delivering high-impact products. 

DNA was heavily involved in the ideation and building of the HazardWatch ecosystem. Including Hazards near me and HazardPublisher

Any government agency, state owned corporations, statutory bodies, local government councils and university or related institutions can all use GovDC

GovDC is a State Digital Asset. State Digital Assets (SDA) are available for use by multiple NSW Government agencies to serve as the building blocks for NSW to provide proactive, customised, and seamless services to our customers. 

The Government Secure Network (GSN) is a government-only, secure network fabric for data and server connectivity covering the data centre hosting locations mandated for use under the NSW Cloud Policy.  The cloud policy states that agencies will use public cloud as a first option, and if not suitable, will use the GovDC locations of Silverwater and Unanderra.  An exemption process allows for access to a specified set of locations capable of natively hosting PROTECTED classification workloads.  GSN also services these data centres.

The GSN is available to all government agencies and departments.  It can also be used by any statutory body such as a council or university.  The final type of tenant that can request access to GSN are GovDC Cloud vendors,  hosting private and community cloud services within the GovDC data centres.

The GSN is all about savings, efficiencies and security.  The GSN operates at a very simple layer – it’s just making it easy for you to get your data around.  It’s like it is the boring old bitumen on a highway network.  Put whatever trucks you want on it, send them where you want to send them, connect with other organisation, but being shared it costs everyone less.  GSN is also the security of that highway network – monitoring who’s on and keeping people off it who should be on it.

Data centre and cloud connectivity services are available from GovDC Cloud vendors, data centre providers and even telco organisations.  GSN is different because it is built for and by government.  It is not a money making exercise, in fact one of it’s aims is to share links and services to save agencies money.  By GTP knowing exactly who is connected to the fabric and controlling the fabric,  there is lower security risk.

GSN complements the network services deployed by central agencies such as Telco Authority and agency specific networks.  The GSN is like a big-wide highway system getting your data to the points where you want to work on that data.

Onboarding is easy.  Request a GSN Connect service from the partnerships team , and our network engineers will be in touch.  A simple data centre cross connects from your existing network to the GSN network, and you suddenly have the ability to form a connection to any other agency or entity on the GSN.

Once connected to the GSN, you will be able to make connection with any other GSN tenant in that data centre.  GSN Data Centre Interconnect (DCI) allows an agency to connect to their environment in another of the data centres.  This product is available now.  Coming soon, GSN Cloud Connect will provide efficient and cost effective paths to public cloud providers.

GSN is a dedicated network fabric for agencies and public entities plus verified cloud platform providers (vis the GSN cloud).  The network is purpose-built to offer physical, hardware and software security. The platform is hardened using control plane ACLs, FIPS validated encryption algorithms and isolated management access restrictions through a dedicated centralised monitoring, management and logging platform. The GSN implements point to point MACsec encryption.

Additional account specific encryption such as IPsec could be implemented in addition if required.  GTP operates the GSN within its ITSM framework.

An agency or approved vendor firstly subscribes to the GSN Connect product.  This consists of a one-off establishment fee and then a monthly ongoing charge.  Additional services such as GSN DCI are charged as a monthly fee based on consumption.

GSN offers standard 12 months contracts and no lock-in terms. Once on the GSN, agencies can add and remove services as well as vary the speed of their connections.

Contact the Partnerships (gtppartnerships@customerserivce.nsw.gov.au) team to start your GSN journey. After suitability is confirmed, you will be onboarded and from then onwards you can order the services required.

Yes we use agile across GTP and have a number of subject matter experts (SME's) in this area.

The following agile rituals are used to deliver projects:

• Sprint planning – Provides the team with the opportunity to define the work and effort necessary to meet their sprint commitment.
• Sprint reviews – Provides the team with the opportunity to present what has been accomplished in the last sprint to the Product Owner and stakeholders, gathering feedback in preparation for the next sprint.
• Sprint retrospective – Provides an opportunity for the team to self-reflect and create a plan for improvements during the next sprint.
• Daily stand-up – Provides regular updates and transparency around the progress of the project so that blockers can be highlighted and mitigated in a timely manner.
• Backlog refinement – Provides the product owner with the ability to prioritise the components of the project that deliver the greatest value to the client.

A dedicated Business Analyst (BA) is assigned to the project to perform initial business analysis and provide advice on business process improvements. The BA will conduct business process workshops with each client and prepare business process gap documentation and requirement specifications. The BA will manage all steps of the project and provide ongoing support and customer relationship management.

Information security and privacy is at the heart of everything we do. We have robust policies and procedures in place which help us meet our legal and regulatory requirements in respect of information security, cyber security, privacy, and payment card industry security.

Location Services allow FuelCheck to use information from cellular, Wi-Fi, and Global Positioning System (GPS) networks to determine your approximate location. To use features such as finding your nearest service station, or your current distance from a particular service station, you must enable Location Services on your device and browser to give permission to FuelCheck before it can use your location data.

Allow FuelCheck access to your location:

1. Open your browser app.
2. Go to fuelcheck.nsw.gov.au
3. Touch Allow on the message that shows up.

iPhone or iPad (iOS 8)

1. Tap the Settings application
2. Tap Privacy
3. Tap Location Services
4. Toggle the switch to On

iPhone or iPad (iOS 9) – Safari/Chrome/Etc.

1. Tap the Settings application
2. Tap Privacy
3. Tap Location Services
4. Go down the list and tap the browser you are using
5. Make sure the GPS setting states ‘allow while using the app’

OS X Mountain Lion or later

1. Choose System Preferences from the Apple menu
2. Click the Security & Privacy icon in the System Preferences window
3. Click the Privacy tab
4. If the padlock icon in the lower left is locked, click it and enter an admin name and password to unlock it
5. Select Location Services
6. Check the "Enable Location Services" checkbox

Safari 6 or later

When you visit a geolocation-enabled website in Safari, you are asked if you want to share your location with the site. In the box that appears, select the option "Remember my decision for one day" if you want to allow or disable authorization for the next 24 hours.

You can reset all website authorizations in Safari by choosing Reset Safari from the Safari menu. Select the "Reset all location warnings" option in the Reset Safari window.

Tap the Settings application and follow the sequence below:

1. Tap Location
2. Tap Google Location Reporting
3. Tap Location Reporting
4. Toggle the switch to On

Chrome Browser:

1. In the address bar at the top of the browser, click on the more button (triple dots) to launch a menu interface
2. Go to Settings > Site Settings > Location
3. Make sure Location is enabled on the top of the screen (not blocked)
4. Find fuelcheck.nsw.gov.au in the list & click it
5. To grant access to your location, turn on Location access or click to allow

Samsung Browser:

1. In the address bar at the top of the browser, click on the more button (triple dots) to launch a menu interface
2. Go to settings > Privacy
3. Next to Enable Location – make sure the check box is selected

Chrome and IE Edge Browser:

1. Open Chrome
2. In the top right, click the Chrome menu
3. Click Settings > Show advanced settings
4. In the "Privacy" section, click Content settings
5. In the dialog that appears, scroll down to the "Location" section
6. Select your default permission for future location requests

IE9, IE10 and IE11:

1. Open the Control Panel, click on the Internet Options icon
2. In Internet Options, click on the Privacy tab
3. Uncheck the ‘Never allow websites to request your physical location box’
4. Click OK

Mozilla Firefox:

1. Open Firefox
2. Go to the Tools menu, then select Page Info
3. Select the Permissions tab
4. Change the setting for Share Location

Park’nPay is a smartphone app developed by NSW Government to create a convenient way to pay for parking from your mobile, rather than using a physical parking meter. This app was created with the intention to have a single integrated app across the state and aims to improve the parking experiences for its citizens.  

The app is free to download and use, with no additional charges. 

Park’nPay makes payment and top up for your parking more convenient. There is no need to walk up to the meter to pay and you can top up your existing parking with few taps on your mobile. We will keep you notified when your parking is about to expire to avoid hefty fines. Register once and keep track of all your parking history. It is a ticketless and environmentally friendly way to pay for your parking.

Park'nPay is available in 45 suburbs across 14 local councils. More locations will be onboarded in the coming months.  Suggest Suburbs - Park'nPay (nsw.gov.au)

It is compatible with both iOS and Android devices. iPhone, iPod touch and iPad with iOS 11.0 or later. Android 6.0 and above.

Absolutely. You can use the app as a guest user, but we always recommend signing up, so you don’t have to re-enter your details and payment information every time when looking for a place to park. 

Yes, you can add multiple vehicles on a same account. You can also edit your vehicle details easily through the account settings.

Simply go to your account settings in the app and update your details.

You have the option to pay using your Credit Card, Apple Pay or Google Pay. Paypal will be available as well in coming months. You can always keep track of your previous transactions by looking at your parking history in the account settings.

You can provide us your email to receive electronic parking receipts right in your mailbox.

This could be because parking restrictions are about to change in that area. Always check meter signage when you are about to park. 

Parking rates, tariff and signage on the street for the parking areas are managed by the local councils. For feedback or enquiry please visit local council website for the respective area.

You can report an issue by emailing us at support@parknpay.nsw.gov.au.

Yes there is! Use this link to find out where. Accessible Parking - Park'nPay (nsw.gov.au)

As soon as NSW SES publish a warning, it appears in HazardWatch

The colours represent the 3 severity levels in the Australian Warning System (AWS) standard.

Yellow represents Advice where an incident has started and you are recommended to stay up to date as the situation changes.

Orange represents Watch and Act.  There is a heightened level of threat. Conditions are changing and you need to start taking action now to protect you and your family.

Red represents an Emergency Warning which is the highest level of warning. You may be in danger and need to take action immediately. Any delay now puts your life at risk.

For more information, go to Our Warnings | NSW State Emergency Service

The triangles are icons which represent the current flood warnings across NSW. Click on the triangle to view current warnings

You can type in a suburb or address to see what warnings are near you

Yes, you can do this if you zoom into the location on the map or clicking on the triangle icon which will then direct you to the warning details

Yes, we want to hear from you! You can provide us feedback through the Feedback menu in the website.

Yes

We currently show flood and tsunami warnings as issued by NSW SES.

The Australian Warning System (AWS) is a nationally consistent, three-tiered approach designed to make warnings clearer and lead people to take action ahead of severe weather events. The warning system comprises warning levels, action statements, hazard icons, colours and shapes.

The NSW SES moved to the Australian Warning System for flood and tsunami warnings on 30 September 2022.

For more information, go to Australian Warning System

At this time, the information only covers New South Wales. We are working towards this.

That’s great, we definitely need your help to build a better experience!

Hazards Near Me NSW - NSW Rural Fire Service

Yes the app is available from the Apple Store and Google PlayStore

If you already have Fires Near Me NSW on your device, simply update your app. You can do this through your app store.

If you don't have it, just search for Hazards Near Me NSW in your app store.

The app shows information about bush fires and floods in NSW. Over time, more hazards and information sources will be added to the app.

To see bush fire information, use the 'Fires Near Me' mode in the app. For floods, use the 'NSW SES Hazard Watch' mode. You can also see all incidents and alerts in the All Hazards mode.

1. Click Register
2. Register your details with API.NSW
3. Fill in all the details and click "Create a new account" button
4. Once you have registered, you will receive a confirmation email (this may take up to 24 hours*)
5. Click on the activation links to verify your account
6. After verifying your account, you will be able to log in to the developer portal

Once your app is approved, you will be able to view and use your API Secret and Key listed under my account section. Please encode the "Key:Secret" as base 64, by visiting Encode Base 64. For example if your key is "Andy:Password" before typing it into the base 64 website. Then you click encode, to receive the base 64 encoded value as QW5keTpQYXNzd29yZA==

1. Click Log In
2. Then click on My Account
3. You can now add an app project by clicking "Add a new App" button
4. Fill in the details and select the API collection you would like to use from the list available
5. Click on "Create APP". Your app will be in "Pending" state waiting to be approved by api.nsw administrator
6. Once your app has been approved you will receive an email notification

1. Visit the APIs tab and select the API you registered
2. On the API description page, select "View API" button
3. You will be redirected to page listing all the resources under that API
4. Select one of the methods by clicking the link provided
5. Enter the values for Api Key in space provided
6. Replace {Token} with the token value you received from "Get an OAuth Token" without the quotation marks (refer step C above)

Yes, API.NSW is certified for its implementation of standards

If you are responsible for one or more AEDs, login to your Service NSW account and follow the prompts to register your AED.

The information you will be asked to provide includes your contact information, AED location (including street address, LAT/LONG and useful landmarks or photos), information about when the AED is accessible to the public (such as weekday times, weekend times if any), and information about the known condition of the AED (such as warranty expiry dates or pad expiry dates). Information provided will be verified by an authorised NSW government representative.

No, this is entirely voluntary. There is no obligation to upload data on your AEDs.

If you do upload data, you can make it clear when the AED is accessible to the public (for example Monday to Friday from 9:00am to 5:00pm). If it is not available to the public, the AED information may still be valuable to researchers who have undertaken to the NSW Government to keep the information confidential.

There is only one Register, and it is held by the NSW government. The Register contains information about AEDs which has been provided by the owners as well as crowdsourced information.

The information requested includes some personal information (the AED contact person) as well as information about the AED (location, accessibility, and condition). Personal or sensitive information is handled according to NSW privacy legislation requirements including the Privacy and Personal Information Protection Act 1998, Government Information (Public Access) Act 2009 (GIPA), and relevant NSW policies including the NSW Metadata requirements. Personal and sensitive information is not shared in the data Register with the public.

What is publicly available is verified information about AED location (unless you have specified that it is in a sensitive location), availability, and condition. Verification is performed by an authorised NSW government representative.

Guidance is provided on how to use the data for anyone seeking to use the data for app development, research purposes, or to know where an AED is near them.

No, this is a register made available by the NSW Government based on data volunteered by the community.

As part of the AED Register maintenance, you may be periodically contacted by an authorised NSW government representative to update some fields. The update is also a voluntary process. More information about maintenance contacts will be provided when you register your AED.

If you have multiple AED's which you want to register, please contact support@aed.nsw.gov.au for assistance.

At any time, you can upload an image (and a few details) of an AED which is clearly not functioning or in the wrong location, even without logging into your Service NSW account. This sort of feedback is called “Crowdsourced” feedback. Crowdsourced feedback will be matched against a registered AED to help improve the current knowledge of the state of AEDs. If an AED is matched and shown to be damaged or in the wrong location, it will be removed from the publicly available entries on the Register until it is repaired or replaced.