Close this search box.

We are creating some awesome events for you. Kindly bear with us.

Service NSW Rolls Out Secure Data Transfer App

Service NSW has settled on the secure data transfer application that will replace email for sharing sensitive personal information at service centres following a phishing attack last year. The solution has been rolled out to almost half of all service centres across the state after being developed in-house by the one-stop shop for NSW government services. It will allow frontline staff to transfer information to other government agencies such as NSW Births, Deaths and Marriages and NSW Fair Trading.

The need for such a solution became extremely apparent in March 2020, when an email compromise attack against 47 Service NSW staff members exposed the personal information of 103,000 customers. Roughly 3.8 million documents, including handwritten notes, scans of driver’s licences and records of transactions, were stolen in an incident that has now cost over $25 million to amend.

In the absence of alternative methods of information sharing, service centre staff would routinely transfer documents containing personal information to staff in other NSW government agencies using email, a practice that Service NSW itself identified as a risk at least a year prior.

When answering questions on notice from budget estimates, Service NSW last month revealed it had begun the process of rolling out a new transfer solution to its service centre network. A spokesperson stated that following an assessment of “several delivery options” following the six-month pilot, the agency selected a solution that was developed in-house and built on a stack by an American software and I&T company.

The solution has been developed by a dedicated Service NSW team, the spokesperson said. Its solution provides an improved method to protect customer information and replaces the use of email to transfer scanned documents.

At present, 48 service centres across the state have begun using the solution, all but four of which went live in the past month. The first four service centres – which were involved in the six-month pilot – used the solution to transfer information to Department of Customer Service partner agencies for 280 transactions.

It was noted that the full network rollout to all 107 service centres is expected to be completed by January. Since the email compromise attack, Service NSW has also introduced controls to automatically delete emails that are more than 60 days old. Earlier this year, the Service NSW CEO said this had singlehandedly reduced the number of emails in mailboxes by 92% since June 2020.

Service NSW also introduced multi-factor authentication across almost all of its externally-facing IT systems in the wake of last year’s phishing attack that exposed 736GB of data. After bringing MFA to email shortly after the March 2020 data breach, the CEO said the agency had now enabled the feature on all but 5%of externally-facing systems. It follows funding to the tune of $5 million in last year’s state budget for cyber security upgrades at the one-stop shop for NSW government services.

Multi-factor authentication (MFA; encompassing two-factor authentication, or 2FA, along with similar terms) is an electronic authentication method in which a user is granted access to a website or application only after successfully presenting two or more pieces of evidence (or factors) to an authentication mechanism: knowledge (something only the user knows), possession (something only the user has), and inherence (something only the user is).

MFA protects user data – this may include personal identification or financial assets – from being accessed by an unauthorised third party that may have been able to discover, for example, a single password. A third-party authenticator (TPA) app enables two-factor authentication, usually by showing a randomly generated and frequently changing code to use for authentication.


Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.


CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.


Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit


SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.


HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 


IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.