Case Study: Revenue NSW improves land tax refund processes and customer experience with SAP Signavio

How Can Process Mining Enhance Customer Experience and Improve Efficiency in Government

Revenue NSW, the New South Wales public-sector revenue agency, wanted to better understand why some clients overpaid land tax and what happened during the refund process. Working with SAP and its SAP Signavio Process Intelligence and Journey Modeler tools, the agency aimed to reduce overpayments, improve customer experience, and make its tax teams more efficient.

SAP helped Revenue NSW mine and analyze tax-overpayment data through a structured five-phase approach, building dashboards, a process data pipeline, and a roadmap for improvement. The result was insight into three overpayment scenarios and four factors affecting client experience, with potential annual savings of 252 person days, fewer payment errors and assessment versions, and a reduced ability for customers to overpay.

Revenue NSW

Sabrina Bazouni

Director Land Tax