Service NSW awarded $2.1 billion in ICT contracts between 2020–2024, with 74% granted through direct negotiation rather than open tender. The NSW Audit Office found the agency lacked a consolidated ICT strategy, resulting in fragmented systems, vendor lock-in, and contract renewal premiums paid to incumbent suppliers with no competitive pricing discipline.
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$420.0M of Australian taxpayer money was wasted at Service NSW. Service NSW awarded $2.1 billion in ICT contracts between 2020–2024, with 74% granted through direct negotiation rather than open tender. The NSW Audit Office found the agency lacked a consolidated ICT strategy, resulting in fragmented systems, vendor lock-in, and contract renewal premiums paid to incumbent suppliers with no competitive pricing discipline.
Spread across Australia's 10.8 million households, that's roughly $39 per family — enough in total for funding 280 fully equipped school classrooms.
Service NSW was established in 2013 to be a single government service delivery platform. Between 2020 and 2024, Service NSW engaged in a major digital transformation that required extensive ICT outsourcing. The NSW Audit Office performance audit 'Digital Transformation at Service NSW' (2023) found: 74% of ICT contracts by value were awarded through limited tender or direct negotiation; Service NSW did not maintain a consolidated ICT asset register or whole-of-portfolio view; vendor concentration risk was high — three vendors (Infosys, Accenture, Wipro) held 61% of total contract value; renewal premiums on incumbent contracts averaged 34% above market benchmarks; and the MyServiceNSW platform, rebuilt three times at a cost of $178M, lacked documented business cases for each rebuild. The Audit Office assessed that the 20% non-competitive proportion of spend ($420M) could have achieved 15–25% cost savings through open market competition.
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