Mulesoft Case Studies MuleSoft powers digital delivery of over 800 state government services for New South Wales

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	MuleSoft powers digital delivery of over 800 state government services for New South Wales Mulesoft

MuleSoft powers digital delivery of over 800 state government services for New South Wales

Mulesoft

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	Achieved 97% customer satisfaction through a 'one-stop-shop' approach
Impact #2	Increased delivery of digital services by 50% through the removal of laborious manual processes and data handling
Impact #3	Created a single view of the citizen accessible via web portal, further improving service

Impact #1

Achieved 97% customer satisfaction through a 'one-stop-shop' approach

Impact #2

Increased delivery of digital services by 50% through the removal of laborious manual processes and data handling

Impact #3

Created a single view of the citizen accessible via web portal, further improving service

Benefit #1	Increased digital service delivery by over 60%
Benefit #2	Achieved a 97% customer satisfaction rating across over 2 million citizens served

Benefit #1

Increased digital service delivery by over 60%

Benefit #2

Achieved a 97% customer satisfaction rating across over 2 million citizens served

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Overview

MuleSoft powers digital delivery of over 800 state government services for New South Wales

Operational Impact

Quantitative Benefit