In an interview with the Hon. Victor Dominello, NSW Minister for Customer Service and Digital Government, Jim Berry, CEO and Founder at ADAPT discusses innovation at scale.

The NSW Services app now has a 92% uptake and 5.52 million users.

According to Dominello:

Agility in culture and mindset at the start of our journey in 2013 enabled us to really become the largest start up in the country.”

Dominello championed digital transformation, demonstrating first-hand how technology can transform people’s lives for the better.

According to Dominello, establishing a digital identity system in Australia is the holy grail. It will usher in a new era of personalised services where individuals maintain control over their own data. A working digital identity scheme is more secure than having valuable credentials stored in government filing cabinets.

Digital infrastructure can no longer be the poor cousin to bricks and mortar infrastructure. Moving forward, it must be the main focus of our service delivery.

 

Key Takeaways:

  • Digital wallet: It is about embedding web three principles for individual control. The government does not control the data, it stays with you on your phone. The core unit of a democracy is the individual. So we need to give individuals more power and control of their data. This is not negotiable.
  • Innovation at scale: In terms of structure, it is about separating the machine into bits. Centralising the command system, (the structure, so that we have oversight on all digital products and customer-facing products coming in and out), and aligning this system with the money pool, are the two drivers. You can move the machine if you have structure and money.
  • Key philosophy: design big, build small and pilot test. Test, refine, test again, launch.
Contributors
Jim Berry CEO & Founder at ADAPT
Jim founded ADAPT with a vision to help Australia thrive commercially, now and for the future. To enable that, Jim leads ADAPT’s mission... More

Jim founded ADAPT with a vision to help Australia thrive commercially, now and for the future. To enable that, Jim leads ADAPT’s mission to connect, inform and equip our local business and tech leaders. ​

Leading the development of ADAPT’s agendas and content strategy whilst also advising executive leadership teams from global technology providers, Jim is uniquely experienced to be the voice of the end user, customer and vendor.​

Bringing his deep knowledge of the local market, Jim regularly presents on modernisation and “know your customer.” He guides business leaders who are responsible for developing and deploying technology strategies across their organisations and helps some of the world’s largest vendors with their go-to-market and content plans.​

Through entrepreneurial product development and a servant leader mentality with his team and clients, ADAPT grows annually with clearly differentiated value for all stakeholders.​

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Victor Dominello, MP Minister for Customer Service and Digital Government at NSW Government & Member for Ryde
The current Minister for Customer Service and Digital Government is Victor Dominello since 2 April 2019, having previously served as the Minister... More

The current Minister for Customer Service and Digital Government is Victor Dominello since 2 April 2019, having previously served as the Minister for Finance, Services and Property from January 2017 until April 2019. The minister is assisted in that role by Eleni Petinos, the Minister for Fair Trading, appointed with effect from 21 December 2021.

Together, the ministers administer their portfolio through the Customer Service cluster, in particular the Department of Customer Service, Service NSW, the Office of Fair Trading, the State Records Authority, NSW Registry of Births, Deaths and Marriages, Liquor & Gaming NSW, and a range of other government agencies.

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Management Leadership Customer Experience