Case Study: Service NSW achieves faster customer service and 46% lower IT costs with Google Cloud Platform

Service NSW designs a more engaging in-store experience with Chrome Enterprise

Service NSW is the New South Wales government agency that helps residents access services like driver licenses and registrations; it operates customer-service kiosks in 130 locations and has handled over 70 million transactions since 2013. Its legacy kiosk OS lacked remote-management features and required frequent, time-consuming hard-drive repairs, creating high support demands and hindering the agency’s goal to move most transactions online.

Service NSW replaced kiosks with Chromebases and rolled out Chromebooks and G Suite to staff, shifting work to the cloud. The move cut kiosk support to 5% of previous hours, reduced annual IT operational costs by 46%, removed the need for costly private WANs, and improved employee productivity, collaboration and data security—helping the agency advance its digital-transactions target.

Service NSW

Ben McMullen

CIO