Case Study: Revenue NSW reduces land-tax overpayments and saves 252 person days with SAP Signavio Process Intelligence

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

Revenue NSW, the state revenue agency for New South Wales, Australia, faced a growing number and value of land‑tax overpayments that were increasing workload for tax teams and causing poor refund experiences for customers. With a strategic goal to be more innovative and customer‑centric under its Aspire 2032 plan, the agency needed to understand why overpayments occurred and where the refund process was failing.

Using SAP Signavio Process Intelligence and Journey Modeler in a structured five‑phase program, Revenue NSW built detailed process models, tested overpayment scenarios, and deployed dashboards and a 14‑step implementation road map. The work identified three common overpayment scenarios and four factors affecting customer experience, cut the likelihood of overpayments, improved refund handling, and delivered potential annual savings of about 252 person‑days while boosting customer trust and operational efficiency.

Revenue NSW

Jocelyn Yem

Director Strategy and Innovation, Revenue NSW