Case Study: NSW Government Licensing Service achieves 25% more support capacity without extra staff with Zendesk

NSW Government Licensing Service - Customer Case Study

The New South Wales Government Licensing Service (GLS) manages more than 4.78 million licences across 90 licence types for NSW government agencies and supports some 2,800 public-sector users through over a hundred first‑level business support staff. GLS needed to improve service, reduce red tape and IT costs, and handle a growing volume of second‑level support requests; their previous in‑house ITIL tool was hard for non‑technical users, costly to maintain, and difficult to integrate with other systems.

GLS moved to Zendesk’s SaaS help desk for its intuitive web interface, email-based ticketing, mobile apps and open API (including an integration with Microsoft Team Foundation Services), giving full agent access and centralized communication. The change eliminated maintenance overhead, allowed easy integration and off‑hours support, and enabled GLS to support 25% more customers with the same staff while improving tracking, collaboration between business and development teams, and plans to expand self‑service and SMS notifications.

NSW Government Licensing Service

Rahul Dutta

Head of Technology