NSW Department of Customer Service: Modernising SAP Access Management through Intelligent Automation and Governance
The state department modernized SAP access management through intelligent automation and governance, improving user experience, security, compliance, and operational efficiency. The solution supports over 84,000 employees, establishing a scalable foundation for future growth. Download the Document
The state department modernized SAP access management through intelligent automation and governance, improving user experience, security, compliance, and operational efficiency. The solution supports over 84,000 employees, establishing a scalable foundation for future growth. INTERNAL – SAP Only (delete if public)INTERNAL – SAP Only (delete if public)
NSW Department of Customer Service
Modernising SAP Access Management through Intelligent Automation and Governance
The NSW Department of Customer Service (DCS) plays a critical role in enabling better outcomes for citizens,
businesses, and more than 180 government agencies across New South Wales. Through its digital, regulatory, and shared
service capabilities, DCS helps deliver secure, reliable, and efficient government services while driving innovation,
productivity, and better ways of working across the public sector.
As part of its broader digital transformation and enablement agenda, DCS is focused on creating a modern, connected, and
secure digital environment that improves public sector productivity and enables employees to work more effectively. A key
component of this transformation has been modernising the way SAP access is requested, approved, governed,
provisioned, and removed.
With more than 84,000 employees to support, effective access management is critical. Employees need timely access to
the systems and capabilities required to perform their roles, while the organisation must maintain strong controls over who
can access sensitive information and business processes. Balancing speed, usability, security, and compliance across a
large and complex public sector environment presented a significant opportunity for transformation. By automating access
management processes and enforcing consistent governance controls, the solution has significantly improved the user
experience while strengthening security, compliance, auditability, and operational efficiency.
Picture Credit | Yancoal, Sydney, Australia. Used with permission.
NSW Department of Customer Service
Modernising SAP Access Management through Intelligent Automation and Governance
The NSW Department of Customer Service (DCS) plays a critical role in enabling better outcomes for citizens,
businesses, and more than 180 government agencies across New South Wales. Through its digital, regulatory, and shared
service capabilities, DCS helps deliver secure, reliable, and efficient government services while driving innovation,
productivity, and better ways of working across the public sector.
As part of its broader digital transformation and enablement agenda, DCS is focused on creating a modern, connected, and
secure digital environment that improves public sector productivity and enables employees to work more effectively. A key
component of this transformation has been modernising the way SAP access is requested, approved, governed,
provisioned, and removed.
With more than 84,000 employees to support, effective access management is critical. Employees need timely access to
the systems and capabilities required to perform their roles, while the organisation must maintain strong controls over who
can access sensitive information and business processes. Balancing speed, usability, security, and compliance across a
large and complex public sector environment presented a significant opportunity for transformation. By automating access
management processes and enforcing consistent governance controls, the solution has significantly improved the user
experience while strengthening security, compliance, auditability, and operational efficiency.
Picture Credit | Yancoal, Sydney, Australia. Used with permission.
INTERNAL – SAP Only (delete if public)INTERNAL – SAP Only (delete if public)
“The partnership with SAP Cloud Application Services has
fundamentally changed fragmented manual processes
with a single, automated and governed solution on SAP
Business AI Platform (SAP BAIP). The solution improves
user experience, strengthens security and compliance,
enhances operational efficiency, and establishes a
scalable foundation for future business growth through
Enterprise Business Roles (EBRs).
Karrie-Ann Pattingale, Director, myWorkZone Platform Operations & Strategic
Services, NSW Department of Customer Service
Department of Customer service (DCS)
NSW, Australia
www.nsw.gov.au/departments-and-
agencies/customer-service
Industry
Public Sector
Employees
~84,000
Products and services
SAP Business AI Platform
SAP Cloud Application Services
Featured solutions and Services
SAP Business AI Platform,
SAP Cloud Application Services
Role removal requests
automated, eliminating
manual process for this
activity
Automation eliminated the
need for one team dedicated
to manual Organizational
Management (OM) tasks
Before: Challenges and opportunities
• Limited visibility and manual workflow monitor of Enterprise Business Roles (EBRs), transaction codes
and role definitions during the access request process
• Risk analysis, role validation and access governance activities were performed
• Access removals required separate incidents and manual SAP GRC requests, resulting in fragmented
processes and additional administrative effort.
Why SAP Cloud Application Services (CAS)
• Delivers operational and technical support for SAP Business AI Platform, enabling seamless
Operations
• Dedicated service delivery team ensures governance, collaboration and aligned priorities while
reducing complexity and implementation risks
• Accelerates adoption of new capabilities and innovations with flexible, scalable services that evolve
with DCS’s needs
After: Value driven results
• Automated user provisioning using SAP Identity Provisioning Services (IPS) and SAP cloud services.
• Enabled self-service access requests, EBR search and role discovery for all employees.
• Delivered specialised governance capabilities for Access Reviewers and Security Administrators.
• Introduced automated error handling, escalation management and workflow notifications.
• Eliminated manual intervention across key access management activities.
Transforming Enterprise Access Governance with SAP BTP and SAP Cloud Application Services
enUS (25/05) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
192 Optimized
“The partnership with SAP Cloud Application Services has
fundamentally changed fragmented manual processes
with a single, automated and governed solution on SAP
Business AI Platform (SAP BAIP). The solution improves
user experience, strengthens security and compliance,
enhances operational efficiency, and establishes a
scalable foundation for future business growth through
Enterprise Business Roles (EBRs).
Karrie-Ann Pattingale, Director, myWorkZone Platform Operations & Strategic
Services, NSW Department of Customer Service
Department of Customer service (DCS)
NSW, Australia
www.nsw.gov.au/departments-and-
agencies/customer-service
Industry
Public Sector
Employees
~84,000
Products and services
SAP Business AI Platform
SAP Cloud Application Services
Featured solutions and Services
SAP Business AI Platform,
SAP Cloud Application Services
Role removal requests
automated, eliminating
manual process for this
activity
Automation eliminated the
need for one team dedicated
to manual Organizational
Management (OM) tasks
Before: Challenges and opportunities
• Limited visibility and manual workflow monitor of Enterprise Business Roles (EBRs), transaction codes
and role definitions during the access request process
• Risk analysis, role validation and access governance activities were performed
• Access removals required separate incidents and manual SAP GRC requests, resulting in fragmented
processes and additional administrative effort.
Why SAP Cloud Application Services (CAS)
• Delivers operational and technical support for SAP Business AI Platform, enabling seamless
Operations
• Dedicated service delivery team ensures governance, collaboration and aligned priorities while
reducing complexity and implementation risks
• Accelerates adoption of new capabilities and innovations with flexible, scalable services that evolve
with DCS’s needs
After: Value driven results
• Automated user provisioning using SAP Identity Provisioning Services (IPS) and SAP cloud services.
• Enabled self-service access requests, EBR search and role discovery for all employees.
• Delivered specialised governance capabilities for Access Reviewers and Security Administrators.
• Introduced automated error handling, escalation management and workflow notifications.
• Eliminated manual intervention across key access management activities.
Transforming Enterprise Access Governance with SAP BTP and SAP Cloud Application Services
enUS (25/05) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
192 Optimized
INTERNAL – SAP Only (delete if public)INTERNAL – SAP Only (delete if public)
Employees
~84,000
More than 800 access
requests submitted in the first
month using new solutions
Operational efficiency has
improved by removing manual
intervention for EBR process
The Department of Corrections Services (DCS) previously managed SAP access requests across multiple ServiceNow solutions and a
separate access management system that was not integrated with myWorkZone. This fragmented approach resulted in inconsistent user
experiences, manual administration, and limited visibility into access governance and compliance.
Users were required to submit different types of requests across multiple systems, while organisational units and work centres relied on
free-text entry, increasing complexity and reducing consistency. Access removals involved separate incidents and manual SAP GRC
requests, requiring additional administrative effort and making it difficult to maintain a streamlined and auditable access management
process.
To address these challenges, SAP Cloud Application Services (CAS) designed and implemented a modern, enterprise-wide access
governance solution leveraging SAP Business AI Platform (SAP BAIP). The solution provides a single, standardised process for
requesting, approving, and provisioning SAP access through myWorkZone, supported by Enterprise Business Roles (EBRs), automated
provisioning using SAP Identity Provisioning Service (IPS), and embedded SAP GRC risk analysis within the approval workflow.
Integration with SAP S/4HANA and enterprise master data services ensures accurate validation, consistent access controls, and
strengthened governance.
By automating the end-to-end access lifecycle, DCS has transformed the way SAP access is managed across the organisation. The
solution delivers:
A single, consistent user experience for SAP access requests and approvals.
Automated provisioning and de-provisioning, reducing manual effort and administrative overhead.
Improved governance, auditability, and compliance through embedded approval controls and SAP GRC risk analysis.
Enhanced security by enforcing standardised business roles and automated validation.
Greater operational efficiency through streamlined workflows and reduced processing times.
A scalable and future-ready platform that supports DCS's ongoing digital transformation initiatives.
This engagement demonstrates SAP Cloud Application Services' ability to deliver secure, scalable, and business-focused SAP solutions
that improve operational efficiency, strengthen governance, and enable organisations to accelerate their digital transformation with
confidence.
Accelerating SAP Access Transformation with Automation, Governance, and SAP BTP Innovation
enUS (25/05) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Adoption Improved
Featured solutions and Services
SAP Business AI Platform,
SAP Cloud Application Services
Department of Customer service (DCS)
NSW, Australia
www.nsw.gov.au/departments-and-
agencies/customer-service
Industry
Public Sector
Products and services
SAP Business AI Platform
SAP Cloud Application Services
“Through strong collaboration between DCS and the SAP CAS team,
this initiative has successfully transformed SAP access management,
replacing fragmented processes with a secure, cloud-based platform
that improves user experience, strengthens governance, and increases
operational efficiency. Supporting over 84,000 employees, the solution
establishes a scalable foundation for future growth while delivering
enduring business value.”
Kamal Kandpal, Manager, myWorkZone Platform Enablement and
Operation Services, NSW Department of Customer Service
Employees
~84,000
More than 800 access
requests submitted in the first
month using new solutions
Operational efficiency has
improved by removing manual
intervention for EBR process
The Department of Corrections Services (DCS) previously managed SAP access requests across multiple ServiceNow solutions and a
separate access management system that was not integrated with myWorkZone. This fragmented approach resulted in inconsistent user
experiences, manual administration, and limited visibility into access governance and compliance.
Users were required to submit different types of requests across multiple systems, while organisational units and work centres relied on
free-text entry, increasing complexity and reducing consistency. Access removals involved separate incidents and manual SAP GRC
requests, requiring additional administrative effort and making it difficult to maintain a streamlined and auditable access management
process.
To address these challenges, SAP Cloud Application Services (CAS) designed and implemented a modern, enterprise-wide access
governance solution leveraging SAP Business AI Platform (SAP BAIP). The solution provides a single, standardised process for
requesting, approving, and provisioning SAP access through myWorkZone, supported by Enterprise Business Roles (EBRs), automated
provisioning using SAP Identity Provisioning Service (IPS), and embedded SAP GRC risk analysis within the approval workflow.
Integration with SAP S/4HANA and enterprise master data services ensures accurate validation, consistent access controls, and
strengthened governance.
By automating the end-to-end access lifecycle, DCS has transformed the way SAP access is managed across the organisation. The
solution delivers:
A single, consistent user experience for SAP access requests and approvals.
Automated provisioning and de-provisioning, reducing manual effort and administrative overhead.
Improved governance, auditability, and compliance through embedded approval controls and SAP GRC risk analysis.
Enhanced security by enforcing standardised business roles and automated validation.
Greater operational efficiency through streamlined workflows and reduced processing times.
A scalable and future-ready platform that supports DCS's ongoing digital transformation initiatives.
This engagement demonstrates SAP Cloud Application Services' ability to deliver secure, scalable, and business-focused SAP solutions
that improve operational efficiency, strengthen governance, and enable organisations to accelerate their digital transformation with
confidence.
Accelerating SAP Access Transformation with Automation, Governance, and SAP BTP Innovation
enUS (25/05) © 2025 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Adoption Improved
Featured solutions and Services
SAP Business AI Platform,
SAP Cloud Application Services
Department of Customer service (DCS)
NSW, Australia
www.nsw.gov.au/departments-and-
agencies/customer-service
Industry
Public Sector
Products and services
SAP Business AI Platform
SAP Cloud Application Services
“Through strong collaboration between DCS and the SAP CAS team,
this initiative has successfully transformed SAP access management,
replacing fragmented processes with a secure, cloud-based platform
that improves user experience, strengthens governance, and increases
operational efficiency. Supporting over 84,000 employees, the solution
establishes a scalable foundation for future growth while delivering
enduring business value.”
Kamal Kandpal, Manager, myWorkZone Platform Enablement and
Operation Services, NSW Department of Customer Service