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Service NSW goes digital with CA Technologies API management

Melbourne-based IT consultancy Versent has delivered CA Technologies' API management solution to Service NSW, allowing the agency to perform half of its transactions digitally.

According to CA, this is one of Australia’s "biggest public sector digitisation programs to date".

The NSW government portal offers access to more than 900 agencies to 7.64 million citizens.

"Service NSW is well on the way to achieving this digital adoption target with approximately 50 percent of transactions now being performed digitally. This is up from around 30 percent at the time of Service NSW’s launch. API technologies have underpinned this growth," said Glenn Einsiedel, Service NSW director of service enablement.

Service NSW digitisation required combining different processes and platforms. Services offered needed to be integrated with a CRM platform, which had to talk to government agencies' existing systems.

Versent chief executive Thor Essman said he wanted the customer servicing platform to act as a central source for Service NSW.

"We needed to ensure it could interact with government agencies’ existing systems to provide access to relevant citizen information," Essman said.

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