Case Study: Service NSW achieves faster, more transparent teamwork with Slack

Service NSW fortifies government teamwork with Slack

Service NSW, the NSW government agency serving every resident of New South Wales, needed a faster, easier way for its digital services team to collaborate, solve customer issues, and cut through slow email chains and app-switching. The team wanted a tool that would improve internal communication and reduce friction while supporting its large, distributed workforce.

Service NSW implemented Slack as its main internal collaboration platform, using channels for real-time problem-solving, broader consultation, and more transparent communication across teams. With Slack, the organization moved away from lengthy email back-and-forth and began making decisions faster, troubleshooting issues in real time, and improving openness; leaders also said the tool “completely changed how we work,” and they aim to expand Slack use across the wider organization and public service.

Service NSW

Katie McDermott

Executive Director, Digital Services