MuleSoft powers digital delivery of over 800 state government services for New South Wales
Customer Company Size
Large Corporate
Region
- Pacific
Country
- Australia
Product
- MuleSoft's Anypoint Platform
- Salesforce
Tech Stack
- API-led connectivity
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Process Control & Optimization
- Real-Time Location System (RTLS)
Services
- System Integration
About The Customer
Service New South Wales (NSW) is an award-winning government initiative delivering services to citizens, including driver licences, birth certificates, Seniors Cards and Fair Trading licences through one digital service, one phone number and a network of one-stop shops. The initiative was conceived as a 'one-stop-shop' for citizens needing to interact with state government departments. By consolidating and digitizing service delivery, the New South Wales government aimed to reduce service delivery spend while improving access for citizens. Since the agency's establishment in 2013, citizen response has been positive.
The Challenge
Service NSW, a government initiative in New South Wales, Australia, was conceived as a 'one-stop-shop' for citizens needing to interact with state government departments. However, executing on the program's broad vision provided a thorny challenge for the organisation's IT team. Delivering new digital services required that manual back-end processes be automated; doing so required access to data spanning over 40 government departments and agencies. The sensitive nature of the data involved made security an imperative, complicating things further. Recognizing the need for a connectivity platform that could not only handle complex data integration, but also orchestrate, expose, and govern data access through APIs, Service NSW adopted MuleSoft's Anypoint Platform to anchor the program.
The Solution
Service NSW adopted MuleSoft's Anypoint Platform to anchor the program. Powering Service NSW required that data be exposed from legacy systems across over 40 government departments and agencies in a manner that didn't risk compromising any of these systems. In response to these challenges, Service NSW decided to adopt Salesforce as the front end for the agency, and to leverage APIs to expose data from legacy systems to Salesforce in a scalable manner. Afterward, they looked to identify a partner to help them realize this vision. Service NSW's challenges extended beyond connecting internal and external systems. Since they had no control of the systems or processes used outside their agency, they needed an architecture that would be flexible to external change. API-led connectivity provided them with a way to achieve this flexibility.
Operational Impact
Quantitative Benefit
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