Case Study: Service NSW achieves one-stop digital delivery of 800+ state government services with MuleSoft

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

Service NSW is a government initiative that provides a one-stop digital and in-person service for citizens—covering more than 800 transactions such as driver licences and birth certificates. The IT team faced a complex challenge: automate manual back-end processes and securely access data from more than 40 departmental legacy systems without disrupting those systems or compromising security.

Service NSW adopted MuleSoft’s Anypoint Platform and an API-led approach to expose legacy data to a Salesforce front end, enabling scalable, secure integration across departments. The solution delivered a single view of the citizen and omnichannel access (web, phone, shopfronts), increased digital service delivery by more than 50%, achieved 97% customer satisfaction, and supported service to over 2 million citizens.

Service NSW

Ben McMullen

CIO