NSW Department of Customer Service
McKell Building, 2-24 Rawson Place,
Sydney, 2000, NSW,
Australia
Sydney, 2000, NSW,
Australia
61 2 8894-1555
Government
NSW Department of Customer Service Technographics
NSW Department of Customer Service Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by NSW Department of Customer Service and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 5450 NSW Department of Customer Service employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that NSW Department of Customer Service has purchased the following applications: MessageXchange eInvoicing for AP Automation in 2021, SAP Fieldglass for Contingent Labor Management in 2021, AMANDA Case Management Platform for Case Management in 2021 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems NSW Department of Customer Service is running and its propensity to invest more and deepen its relationship with MessageXchange , SAP , 8common or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing NSW Department of Customer Service revenues, which have grown to $1.85 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for NSW Department of Customer Service intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
NSW Department of Customer Service Tech Stack and Enterprise Applications
NSW Department of Customer Service ERP
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| MessageXchange | Legacy | MessageXchange eInvoicing | AP Automation | ERP | n/a | 2021 | 2021 |
In 2021, the NSW Department of Customer Service implemented MessageXchange eInvoicing as a centralized AP Automation capability for state procurement and finance operations. The department engaged MessageXchange as the access point provider to deliver a whole of government e-Invoicing service within the Department of Customer Service, establishing a formal channel for electronic invoice exchange across NSW agencies.
MessageXchange eInvoicing was configured to support core AP Automation functions including electronic invoice ingestion, automated validation and routing, supplier onboarding workflows, and orchestration of invoice processing to accounts payable teams. The implementation emphasized invoice data standardization and workflow automation to reduce manual touchpoints, with explicit focus on automating invoice receipt and routing into finance review queues.
The rollout covered all NSW state government agencies for goods and services valued up to $1 million, aligning AP Automation with the government faster payment policy that requires eligible small business invoices to be settled within five days. MessageXchange acted as the gateway to connect supplier invoicing flows into agency finance operations, and the program was positioned to align with the federal e-invoicing mandate announced for July 1 2022.
Governance and change management were highlighted as part of the program, with directives to engage suppliers and internal teams and to apply project plans and objectives for supplier adoption and employee training. The implementation narrative included explicit outcome estimates provided by government sources, noting an estimated shared saving of around $71 million based on 2019 invoice volumes, and per invoice savings of approximately $20 when replacing paper invoices and $17 when replacing pdf invoices, while supplier participation remained optional.
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AP Automation | ERP |
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2021 | 2021 |
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AR Automation | ERP |
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2021 | 2021 |
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ERP Financial | ERP |
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2021 | 2023 |
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Expense Management | ERP |
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2020 | 2020 |
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Payment Processing | ERP |
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2020 | 2020 |
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NSW Department of Customer Service HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| SAP | Legacy | SAP Fieldglass | Contingent Labor Management | HCM | n/a | 2021 | 2022 |
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Core HR | HCM |
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2017 | 2017 |
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HR Service Delivery | HCM |
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2021 | 2022 |
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Learning and Development | HCM |
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2015 | 2015 |
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Payroll | HCM |
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2017 | 2017 |
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Performance and Goal Management | HCM |
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2015 | 2015 |
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Recruiting, Applicant Tracking System | HCM |
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2014 | 2014 |
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Succession and Leadership Planning | HCM |
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2017 | 2017 |
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Time and Attendance | HCM |
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2017 | 2017 |
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NSW Department of Customer Service ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Granicus | Legacy | AMANDA Case Management Platform | Case Management | ERP Services and Operations | CGI Group | 2021 | 2021 |
In 2021, the NSW Department of Customer Service implemented the AMANDA Case Management Platform as the core technology for its Licence.NSW digital licensing program. The program was funded by the Digital Restart Fund and engaged Granicus as the vendor and CGI as the implementation partner following a robust procurement process.
The AMANDA Case Management Platform is a Case Management application configured to digitize application intake, renewals, and evidencing workflows across licensing schemes for tradespersons, property and planning, animals, gaming, and environment protection. Implementation focused on form automation, case workflow orchestration, automated approval routing, compliance controls, and embedded data analytics to support regulatory reporting and operational monitoring.
Deployment included integrations that enabled identity verification and an integrated payment system to support contactless transactions, and the platform was embedded within the Licence.NSW customer channel to reduce dependency on in-person counters. The implementation also linked AMANDA Case Management Platform workflows to internal staff approval processes to streamline case progression and reduce manual handoffs.
Governance for the rollout was managed through the Licensing Program, with CGI providing implementation services and configuration support. Process simplification and workflow redesign were core objectives, aligning operational procedures and staff workflows to the new Case Management patterns implemented in AMANDA.
Explicit outcomes reported include approximately 40 million dollars in benefits realized across licensing programs for 2021 through 2023 and 9,800 fewer walk in Service NSW Centre visits from the previous year as customers completed licensing transactions online. Licence.NSW powered by Granicus AMANDA and delivered by CGI enabled the NSW Department of Customer Service to extend digital self service to residents, businesses, and internal staff while consolidating licensing case management and compliance capabilities.
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Travel Management | ERP Services and Operations |
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2020 | 2020 |
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NSW Department of Customer Service Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Analytics and BI | Analytics and BI |
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2018 | 2018 |
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Data Warehouse | Analytics and BI |
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2021 | 2022 |
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NSW Department of Customer Service Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Collaboration | Collaboration |
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2021 | 2021 |
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NSW Department of Customer Service CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Tag Management | CRM |
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2025 | 2025 |
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Tag Management | CRM |
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2025 | 2025 |
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NSW Department of Customer Service ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Performance Management | ITSM |
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2025 | 2025 |
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IT Service Management | ITSM |
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2021 | 2022 |
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IT Service Management | ITSM |
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2021 | 2022 |
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NSW Department of Customer Service Procurement
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Procurement | Procurement |
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2018 | 2018 |
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Procurement | Procurement |
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2018 | 2018 |
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NSW Department of Customer Service PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Apps Development | PaaS |
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2025 | 2025 |
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iPaaS (Integration Platform as a Service) | PaaS |
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2023 | 2023 |
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NSW Department of Customer Service IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Content Delivery Network | IaaS |
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2025 | 2025 |
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Content Delivery Network | IaaS |
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2025 | 2025 |
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Single Sign-On (SSO) | IaaS |
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2015 | 2015 |
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NSW Department of Customer Service CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Security Orchestration, Automation, and Response (SOAR) | CyberSecurity |
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2023 | 2023 |
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IT Decision Makers and Key Stakeholders at NSW Department of Customer Service
| First Name | Last Name | Title | Function | Department | Phone | |
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CFO | CXO | Finance | |
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Government Chief Information and Digital Officer, Deputy Secretary Digital.NSW | CXO | IT | |
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Chief Procurement Officer | CXO | Procurement | |
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Director People Services/Acting Chief People Officer | CXO | HR | |
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Deputy Secretary, Government Shared Services | Manager | Operations | |
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Director - Digital Product & Service Delivery, Government Technology Platforms | Director | IT | |
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Finance Accounting and Reporting Manager | Manager | Finance | |
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Finance Business Partner | Director | Finance | |
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Director, IT Technology and Operations , NSW Government Digital Channels | Director | IT | |
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Finance Manager | Manager | Finance | |
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Finance Manager | Manager | Finance | |
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Senior Manager IT Platforms & Operations | Manager | IT | |
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Director Digital Platforms Operations | Director | IT | |
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Director, Finance | Service NSW | Director | Finance | |
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Executive Director Government Technology Platforms, Digital NSW | Director | IT | |
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Operations Manager & Management Accountant | Manager | Finance | |
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Apps Being Evaluated by NSW Department of Customer Service Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from NSW Department of Customer Service IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the NSW Department of Customer Service digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD NSW Department of Customer Service Technographics
NSW Department of Customer Service is a Government organization based in Australia,
with around 5450 employees and annual revenues of $1.85 billion.
NSW Department of Customer Service operates a diverse technology stack with applications such as
MessageXchange eInvoicing, SAP Fieldglass and AMANDA Case Management Platform,
covering areas like AP Automation, Contingent Labor Management and Case Management.
NSW Department of Customer Service has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as MessageXchange, SAP and Granicus.
NSW Department of Customer Service recently adopted applications including
Adobe Dynamic Tag Management in 2025, Google Tag Manager in 2025 and New Relic APM in 2025,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of NSW Department of Customer Service’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates NSW Department of Customer Service’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete NSW Department of Customer Service technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.