New South Wales National Parks & Wildlife Service

The New South Wales National Parks & Wildlife Service (NSW NPWS) is responsible for more than 870 protected areas in the state of New South Wales, Australia, covering over 7 million hectares and representing more than 9 per cent of the land area of the state. This includes national parks, nature reserves, flora reserves, World Heritage areas, rainforests, beaches, alpine areas and sites of great cultural and historic significance. It also includes Royal National Park, south of the state capital Sydney, established in 1879 as the world's second oldest National Park.

In 2012, the NSW NPWS sought to acquire a robust central online reservation system to manage their inventory of cabins, lighthouse cottages, group camps, community buildings, tickets and park passes across NSW.

Key requirements for the system were:

• The system must produce operating efficiencies and be able to generate booking fee revenue for the department
• The system must allow guests to book sites, accommodation & products securely, real time online payments with a PCI compliant credit card gateway with pre-authorisation and card rebilling
• The system will produce automated email confirmations for the park and the client
• A key requirement was functionality to allow guests to view their upcoming and historical reservations, reprint booking confirmations, modify arrival dates and book additional reservations.

In October 2012, the NSW NPWS awarded the tender of a central reservation system to DigitalRez - who have implemented RezExpert throughout the organisation.

The results of using RezExpert:

• Management operating efficiencies have delivered real cost savings in service centre staff for the department's call centres and head office administration.
• Implementation of an online portal for Commercial Tour Operators (CTOs) with revenue exceeding budget.
• Total camping booking fees revenue to June 2021 has consistently exceeded budget.
• Booking revenue continues to increase year on year since September 2012.
• Consumer online bookings as of 2025 now exceed 90%.