Case Study: Service NSW achieves rapid mobility, collaboration and scalable rollouts with Microsoft Dynamics 365

Service NSW - Customer Case Study

Service NSW — the New South Wales government’s single-point service for more than 7.2 million residents — needed to rapidly stand up an integrated online, contact‑centre and storefront model that delivered mobility, collaboration and improved productivity. With a small IT team and an aggressive launch timetable (first Service Centre live in Kiama in eight weeks), the organisation required a scalable, secure infrastructure and flexible sourcing to deploy new sites and support users quickly.

Working with Microsoft Services Premier Support and Cloud Vantage, Service NSW implemented a phased rollout using Windows 8, Office 365 and Surface Pro devices, plus a scalable Active Directory and BAU support model. The engagement delivered Kiama and 14 additional centres plus a 120‑seat contact centre, a six‑week head‑office Office 365 migration (160 Surface Pros deployed), and staff training — producing anywhere/any‑device access, BYOD flexibility, improved collaboration via Yammer and Lync, higher productivity, 99.9% availability and customer satisfaction scores averaging 4.8/5.

Service NSW

Jacqui McPherson

CIO