Diego Bayona, Principal Software Engineer, Service NSW

1. Leveraging streaming
data in real-time to build
a Single View of
Customer (SVOC)
Diego Bayona, Principal Software Engineer
Service NSW
30 May 2023

2. Service NSW
Delivering products and services to improve people’s lives
1

3. 3
Improving customer experience (Building Products)

4. We’ve grown rapidly (Our
Passion)
2018 2020 2023

5. 5
1000+
Transactions
Service NSW and the remarkable work (An Idea)
200
Products
70
Agencies

6. Single View of Customer
Event Driven Architecture (Improve customer experience)
2

7. 7
A single View of a citizen of NSW (SVOC)

8. 8
A single View of a citizen of NSW
Avoiding the customer from repeating themselves across channels
Targeted and personalised offers removing the need to search for
relevant products
Personalised and ongoing support using enriched SVOC data:
future products and offers
To
Create
a holistic
view
of
a citizen of
NSW
Tell Your Story
Once
Personalisation
Continued
Servicing
Support
SVOC Vision:

9. 9
SVOC: The Requirement
SVOC Data
Pipeline
Onboarding partners Integration partners…
The more RAW
data that goes in
Other
Vouchers
Salesforce
Interactio
ns
Kids
Vouchers
Disaster
Impact
Form
Other
Transactions
& Interactions
SVOC
Ingestion
API
Capture Process Share
Link
Events are processed in real time
Finders
Mobile
App
Salesforce Life
Journeys
Other
frontend
products and
services
The RICHER the
data out
SVOC
Consumption
API
My
Account
Flood
Relief
Grant

10. 10
SVOC: The Requirement
The more RAW
data that goes in
Other
Vouchers
Salesforce
Interactio
ns
Kids
Vouchers
Disaster
Impact
Form
Other
Transactions
& Interactions
SVOC
Ingestion
API
Flood
Relief
Grant
The RICHER the
data out
Onboarding partners

11. 11
SVOC: The Technology
The more RAW
data that goes in
Event
Driven
Architecture

12. High-Level Solution Design
12

13. Where do we go from here?
What we need for the next horizon
3