Case Study: Service NSW achieves unified single sign-on and 66% increase in online transactions with Ping Identity

More than 3 million sign up to NSWS’ unified sso portal

Service NSW, the New South Wales government’s one-stop digital services initiative, was created to simplify access to hundreds of government transactions across 250 agencies for millions of citizens. Faced with siloed legacy portals, multiple logins and a goal to digitize 70% of transactions, the agency needed a seamless, secure single point of access that would improve customer experience and support broad agency interoperability.

Working with Versent, Service NSW deployed the Ping Identity Platform (including PingFederate) to provide a central single sign-on, federated API framework and risk-based proof-of-identity for higher‑risk transactions, integrating quickly with existing systems like Salesforce and Drupal. The portal delivered a secure, opt‑in one‑stop dashboard that has driven rapid adoption—about 100,000 sign-ups per month and more than 1.5 million accounts—boosted online transactions by 66% and significantly reduced walk-in traffic, while meeting strong ISO‑27001 security standards.

Service NSW

Ben McMullen

CIO