Australian Payments Plus Advances Operating Model Harmonisation with Centralised ServiceNow Deployment

Australian Payments Plus (AP+) is continuing its push toward “operating model harmonisation,” anchored by the rollout of a single, centralised ServiceNow platform to unify IT, customer service, and risk management across the organisation.

AP+, which объединes BPAY Group, eftpos, and NPP Australia, initially implemented ServiceNow as a unified digital front door for IT service management. However, the scope quickly expanded.

From IT Platform to Enterprise Backbone

According to head of service management Lorna Brown, the organisation recognised that multiple business units shared similar operational needs. As a result, ServiceNow was extended beyond IT to support enterprise risk management and customer service functions, creating a single platform for core operational workflows.

Prior to the merger, both eftpos and BPAY Group operated their own ServiceNow environments with separate configurations. Consolidating these into a single AP+ instance has been central to standardising processes and improving operational efficiency.

Focus on Process, Not Just Technology

Brown emphasised that the initiative is less about technology and more about aligning people, processes, and risk frameworks across previously independent organisations.

“The main focus wasn’t actually the technology—it was harmonising cultures, processes, and risk tolerances,” she said at a recent ServiceNow AI Summit in Melbourne.

To support this transition, AP+ established a centre of excellence tasked with developing enterprise-wide processes, improving process maturity, and driving long-term alignment across the business.

Stabilisation and Next Phase of Transformation

Following an initial implementation phase driven by tight contractual deadlines across legacy platforms, AP+ has now entered a period of stabilisation. The organisation is developing a structured platform roadmap to guide future enhancements.

A key focus moving forward is improving employee experience and adoption of standardised processes. A dedicated “total experience” workstream has been introduced to ensure the platform delivers consistent and user-friendly interactions across the organisation.

Building for Long-Term Efficiency

The centralised ServiceNow deployment represents a foundational step in AP+’s broader transformation strategy. By unifying systems and standardising workflows, the organisation aims to achieve greater operational consistency, scalability, and efficiency as it integrates its constituent entities.

As harmonisation efforts continue, AP+ is positioning itself to operate as a cohesive payments organisation—supported by shared systems, aligned processes, and a common operating model.