Modernizing a Government Registry for Future-Ready Services

An Australian state government registry relied on aging technology, manual processes and fragmented customer communications. Limited visibility into work in progress made it harder to manage workloads, track backlogs and respond to inquiries. With approximately 40,000 registrations and more than 65,000 certificates processed each year, the client needed to reduce operational risk, strengthen reporting and define a practical path toward a more resilient operating model.

Synechron assessed the registry’s people, processes and technology, mapping 20 end-to-end workflows and developing 456 future-state requirements across 10 feature categories. We also created a reference architecture and delivered a Salesforce proof of concept for a key registration workflow. This demonstrated how AI-assisted document intake, workflow automation and modern case management could reduce manual handling, improve visibility and support future solution planning.