Case Study: Revenue NSW achieves a single source of truth and 32% improvement in process maturity with SAP Signavio

Revenue NSW Taking Control of Change with a Knowledge Warehouse

Revenue NSW, the New South Wales government agency that collects revenue, administers grants and manages debt (A$29.6 billion revenue, ~2,000 employees), needed to replace disparate, flat modeling tools with a governed, cloud-based platform to treat processes as organizational assets and improve customer experience. The agency designed a “product knowledge warehouse” and sought a single source of truth to move from people-driven to process-driven operations and to surface hidden interdependencies affecting service delivery.

Using SAP Signavio solutions and a new metamodel, Revenue NSW built the knowledge warehouse, integrated multiple data sources, and deployed process governance, journey modeling and process intelligence. The program documented some 1,800 processes (90%), identified 300+ improvement opportunities with multimillion-dollar potential, saved 31,009 hours in year one, improved process maturity by 32% (CMMi‑SVC) and boosted output by 50% for the Land Tax Stimulus program, while also helping reduce phishing risk.

Revenue NSW

Nikkam Nanda

Manager Business Excellence