Service New South Wales is an award-winning government initiative that provides one-stop-shop digital access to government services for the 7.5 million people that live in New South Wales.
Service NSW was created to make it easier for citizens to access everything they need from the state, from scheduling a driver’s test to obtaining a marriage license. Unifying all government services onto a single platform proved difficult, however, since core data and services resided across disparate systems over 40 agencies.
With MuleSoft, Service NSW used APIs to expose data from legacy, on-premise systems to modern cloud applications, including Salesforce, without disrupting current processes or compromising security. This enabled access to over 800 government services via a unified physical storefront, web portal, and by phone. Doing so increased government digital service delivery by over 60%, leading to a 97% customer satisfaction rating for the service across over 2 million citizens served.