[1][2] The agency is the single point of contact point for a number of New South Wales government agencies including Transport for NSW, Fair Trading NSW and Births, Deaths and Marriages, and provides services such as the application for licences and permits, registration of births and payment of fines.

Over the next year, organisational structure and business processes were developed, and executive team and staff were recruited.

The organisation was officially created as a separate agency on 18 March 2013 within the Department of Premier and Cabinet cluster, but it was non-operating until assets, staff and liabilities were transferred from the DPC on 14 June 2013.

On 1 July 2014, Service NSW was transferred to the Treasury and Finance cluster.

[2] Service NSW is led by its chief executive officer, presently Greg Wells, who reports to the Minister for Customer Service.