Service NSW
2-24 Rawson Pl,
Haymarket, 2000, NSW,
Australia
Haymarket, 2000, NSW,
Australia
61 2 8894-1555
Government
Service NSW Technographics
Service NSW Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Service NSW and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 5124 Service NSW employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Service NSW has purchased the following applications: UKG Workforce Central Payroll (ex Kronos Workforce Payroll) for Payroll in 2017, Zoom for Audio Video and Web Conferencing in 2021, Salesforce Marketing Cloud for Marketing Automation 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 Service NSW is running and its propensity to invest more and deepen its relationship with UKG , Zoom Video Communications , Microsoft 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 Service NSW revenues, which have grown to $885.0 million 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 Service NSW 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.
Service NSW Tech Stack and Enterprise Applications
Service NSW HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| UKG | Legacy | UKG Workforce Central Payroll (ex Kronos Workforce Payroll) | Payroll | HCM | n/a | 2017 | 2017 |
In 2017, Service NSW implemented UKG Workforce Central Payroll (ex Kronos Workforce Payroll) as its core Payroll solution. The implementation supports payroll processing, rostering configuration and award condition compliance across Service NSW operations in New South Wales, aligning with the organisation's customer-facing and frontline service model.
UKG Workforce Central Payroll was configured to maintain Award conditions, manage rostering rules and execute payroll runs, with a defined Kronos Payroll & Compliance Support Officer role responsible for system maintenance. The role’s duties include identifying, analysing and documenting business and technical processes, ensuring correct Award conditions are applied, conducting Payroll Health Checks and coordinating payroll activities, reflecting standard Payroll capabilities such as compliance rule engines, rostering controls and payroll scheduling.
Operational coverage centers on a multi-disciplinary team supporting payroll and workforce management across Service NSW, including Sydney-based and remote staff, and interfacing with payroll administrators, rostering managers and stakeholder agencies. The Support Officer acts as the principal point of contact for the UKG Workforce Central Payroll platform, providing subject matter expertise, user training and stakeholder engagement to sustain day to day payroll and rostering operations.
Governance and process responsibilities emphasize controlled assessment and deployment of platform updates to minimise impact to frontline services, ongoing documentation of best practice rostering and payroll workflows, and monitoring of stakeholder relationships. The role specification highlights required payroll compliance experience, analytical problem solving, and the ability to coach team members and end users on the UKG Workforce Central Payroll system in a timely and effective manner.
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Workforce Management | HCM |
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2017 | 2017 |
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Service NSW Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Zoom Video Communications | Legacy | Zoom | Audio Video and Web Conferencing | Collaboration | n/a | 2021 | 2021 |
In 2021 Service NSW implemented Zoom for Audio Video and Web Conferencing. The deployment embedded Zoom on the Service NSW public website to enable live audio and video interactions and web conferencing sessions for citizen-facing engagements. Zoom serves as the vendor application providing a user-facing conferencing layer across Service NSW digital channels for synchronous interactions with customers.
Configuration emphasizes core Audio Video and Web Conferencing capabilities such as scheduled meetings, webinar hosting, live video, screen sharing, chat and session recording, aligning the application to customer service and digital engagement business functions. The website integration uses Zoom to initiate and host live sessions directly from Service NSW online service pages, creating a front-line channel for online appointments and real-time support. Operational ownership is centered on Service NSW digital channels and customer service teams, with Zoom acting as the primary conferencing platform for those functions.
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Collaboration | Collaboration |
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2021 | 2021 |
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Collaboration | Collaboration |
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2021 | 2021 |
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Service NSW CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Salesforce | Legacy | Salesforce Marketing Cloud | Marketing Automation | CRM | n/a | 2021 | 2021 |
In 2021 Service NSW deployed Salesforce Marketing Cloud on its website as a Marketing Automation application to centralize web-driven customer communications and campaign orchestration. The implementation positioned Salesforce Marketing Cloud as the primary Marketing Automation layer for digital engagement, supporting email and SMS workflows, journey orchestration, personalization rules, and analytics typical of cloud based marketing platforms.
Deployment focused on the public facing website, embedding Salesforce Marketing Cloud into online customer touchpoints to enable content delivery and automated engagement sequences. Governance emphasized centralized campaign management, approval workflows, subscriber consent handling, and segmentation controls to align marketing operations with public sector compliance and content publishing rhythms.
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Marketing Automation | CRM |
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2021 | 2021 |
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Marketing Automation | CRM |
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2021 | 2021 |
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Service NSW ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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IT Service Management | ITSM |
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2021 | 2021 |
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Service NSW IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2021 | 2021 |
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Application Hosting and Computing Services | IaaS |
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2021 | 2021 |
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IT Decision Makers and Key Stakeholders at Service NSW
| First Name | Last Name | Title | Function | Department | Phone | |
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| No data found | ||||||
Apps Being Evaluated by Service NSW Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Service NSW IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Service NSW digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD Service NSW Technographics
Service NSW is a Government organization based in Australia,
with around 5124 employees and annual revenues of $885.0 million.
Service NSW operates a diverse technology stack with applications such as
UKG Workforce Central Payroll (ex Kronos Workforce Payroll), Zoom and Salesforce Marketing Cloud,
covering areas like Payroll, Audio Video and Web Conferencing and Marketing Automation.
Service NSW has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as UKG, Zoom Video Communications and Salesforce.
Service NSW recently adopted applications including
Zoom in 2021, Microsoft 365 in 2021 and Workplace by Facebook in 2021,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Service NSW’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Service NSW’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 Service NSW technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.