Case Study: Revenue NSW improves customer experience and efficiency with SAP Signavio Process Intelligence

Revenue NSW saves 252 person days with SAP Signavio

Revenue NSW, the revenue collection agency for the Australian state of New South Wales, faced challenges with rising land-tax overpayments. They had data showing how customers overpaid but lacked insight into why it happened or what caused poor customer experience during refunds. Their goal was to reduce errors and improve efficiency as part of their strategic Aspire 2032 plan, leading them to partner with SAP Signavio.

Using the SAP Signavio Process Intelligence solution, the vendor implemented a structured five-phase approach to analyze processes. This helped identify key reasons for overpayments and factors affecting client experience. The results included a detailed roadmap for improvement, the potential to save 252 person-days annually by reducing errors, and a significantly reduced ability for customers to make overpayments. SAP Signavio enabled data-driven analysis that reduced client financial stress and enhanced trust in government processes.

Revenue NSW