State Library of NSW modernises service delivery with Codex

The Brief

The State Library of New South Wales was managing its services across a combination of legacy platforms, shared inboxes, and manual processes. Core functions such as enquiries, event delivery, memberships, and donations were handled separately, creating fragmented workflows and limiting visibility across teams.

As demand for public services continued to increase, these disconnected systems made it difficult to maintain consistency and efficiency. Administrative tasks consumed a significant portion of staff time, while reporting remained largely manual and reactive. The Library required a solution that could unify these functions and better reflect how its services operate in practice.

Our Approach

To address The State Library NSW’ needs we adopted a unified platform that centralised service delivery and community engagement across the Library. Enquiries are now managed through structured case management workflows, with interactions captured across multiple channels including email, phone, portal, and live chat—ensuring consistent handling and full visibility across teams.

Event management capabilities support the full lifecycle of public programmes, from registration through to attendance tracking. On-site delivery is enhanced through the Event Scanner application, enabling fast, QR-based check-in and real-time visibility of attendance.

The platform also integrates the Library’s Friends membership programme, allowing teams to manage membership lifecycles, benefits, and engagement activities within the same environment. Donations and fundraising are similarly consolidated, with capabilities to track contributions, process payments, and manage donor interactions.

To support internal operations, the Quick-Entry Timesheet application enables staff to capture service activity efficiently, improving data accuracy and supporting operational reporting. These capabilities are complemented by embedded Power BI dashboards, providing real-time insights across services, engagement, and performance.

The Outcome

The result is a more efficient and connected way for the State Library of NSW to manage its services.

Staff now work within a single platform to handle enquiries, events, memberships, and fundraising, improving coordination across teams and reducing reliance on manual processes. At the same time, leadership has better visibility into service activity through real-time reporting.

Overall, the solution has created a more consistent and scalable approach to service delivery, supporting improved operations and future growth.

About

The State Library of New South Wales is one of Australia’s leading cultural and research institutions, dedicated to connecting people with information, history, and ideas.

Serving a diverse audience including researchers, students, educators, donors, public libraries, government stakeholders, and the broader community, the Library delivers a wide range of services across enquiries, events, memberships, and collections access. Operating across multiple service areas and channels, the Library manages a broad range of interactions with its constituents, including programmes, partnerships, and community engagement activities.

As part of its ongoing digital transformation, the Library is focused on improving how it manages relationships and interactions through a more connected and efficient approach to constituent engagement.

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