NSW Department of Customer Service (Government Shared Services)
Summary
Published in 2024/25
Client Synopsis / Background
What solutions has the customer gone live with?
What has been the impact since going live?
• Delivered significant savings on Shared Services duplicated costs (AUD$80M since 2021). • Scaling on a single platform for 130 agencies across 77k employees. • Expansion of shared services capability of HR, Finance, Procurement across another 49 agencies and 22k employees to bring it to a total of 100K employees, 170+ agencies. • Ensure compliance and provide cost predictability.
• State government of New South Wales is made-up of a number of individual agencies. This story isfocused on the NSW Department of Customer Service.
• Multiple (10) SAP S/4HANA OP and SAP ECC (6.0) ERPs consolidated into a single instance of SAP S/4HANA OP on Azure (now live).
• Bringing in 3 more now (planned go-live July 2026).
• Moving from S/4HANA OP hosted on Azure to SAP Cloud ERP Private Cloud Operations (still on Azure) through RISE with SAP.
• Will be migrating SAP S/4HANA OP on Azure into SAP Cloud ERP Private (SAP S/4HANA Cloud Private Edition) through RISE with SAP (ECS / SAP Cloud Operations) to be completed in 2027.
Priority Topics Covered
Challenges being addressed
Next steps in the journey / vision
• Business Impact, TCO, & Clean Core
• Streamline cost of government & budget management with more predictable TCO & limited hidden costs that arise such as compliance & costs. • Best value out of SAP & alignment to SAP strategy, product roadmap, & innovations. • Wanted a more strategic partner to manage systems, upgrades, compliance, & vendor management.
• Clean core approach & increase adoption. • BTP, HCM, BTM solutions, & BDC are in discussion. • Continued engagement with Product teams such as Asset Management (would like to engage more here from the Transportation agency). • Innovations and AI such as Joule for Consultants will help address upskilling and less reliance on external.
Industry
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Government
Region
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APAC
MP Name
•
Patrick Long
INTERNAL – SAP and Customers Only The team involved: ( roles / names) • Managing Partner: Patrick Long • Account Executive: Adrian Paino • RISE Enterprise Architect: Rashmi Sanathkumariah
Links to relevant documents • None at this time.
Reference Program: Y/N • For some agencies Flagship Reference Program: Y/N • No
MP: Available for 1:1 potentially, check with MP. Does not typically engage in public speaking or public reference due to the Public Sector.
Implementation Partner: Accenture Implementation Type: Bluefield Hyperscaler : Azure, AWS for some of the other agencies
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