Digitising licensing forms across eight NSW Police divisions with Power Platform

What they were up against

NSW Police licensing across multiple business areas relied on paper-based forms, driving manual data entry, inconsistent processes, poor status visibility, and delays from physical routing and approvals. Storage and retrieval overheads added further burden on staff, while applicants had no visibility into the progress of their submissions.

What we did

• Mapped licensing processes across eight NSW Police divisions to identify digitisation requirements
• Built digital application forms using Power Apps, replacing paper-based submissions with validated, structured data capture
• Implemented required-field validation and business rules at submission to improve data quality and reduce rework
• Designed and deployed end-to-end workflow automation using Power Automate for routing, approvals, and notifications
• Built audit trails and status tracking to improve compliance and applicant visibility
• Integrated with existing NSW Police systems including identity verification, payments, document management, and operational databases
• Rolled out digitisation consistently across all eight licensing areas and divisions

What changed

Licensing application forms were digitised across eight NSW Police divisions, with end-to-end workflow automation replacing manual routing and approvals. Processing efficiency, compliance, and the applicant experience were all improved, with validation at submission reducing avoidable errors and rework.