Opening hours at Service NSW centres at Miranda, Rockdale and Hurstville are being cut.
The organisation has ditched the much daunted 7am to 7pm opening hours on weekdays.
New hours from Monday September 26 are:
Miranda: Monday, Tuesday, Wednesday and Friday, 8am to 6pm. Thursday, 8am to 7pm. Saturday, 8.30am to 3pm.
Hurstville: Monday to Friday, 8.30am to 5.30pm. Saturday, 8.30am to 3pm.
Rockdale: Monday to Friday, 8.30am to 5.30pm. Saturday, 8:30am to 3pm.
Hours for the telephone contact centre are also being cut.
Service NSW said in a statement it was revising opening hours for service centres across the state “to better reflect customer visit patterns and demand”.
“This analysis of customer visits showed little demand for most service centres before 8am and after 5.30pm weekdays and after midday on Saturdays,” the statement said.
“In some cases, just a handful of people were visiting service centres early or late in the day.
“The busiest time of the day, however, is between 11.30am and 2pm.
“Opening hours are being adjusted to better reflect these customer visit patterns.”
Service NSW said call pattern analysis had also highlighted less demand for general contact centre services after hours, leading to those operating hours also being changed.
“However, customers calling 13 77 88 after hours will still be able to carry out transactions through our automated system and request a personal call back for the following business day,” the statement said.
Operations director Tim Bostock said ticketing and queue data had been examined, and operating hours had been adjusted “so we can provide staff for when they are needed most”.
“Having more team members available during peak times means we can serve customers quicker and more efficiently, helping to reduce waiting times,” he said.
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.
