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 Chief Executive Officer, Future Government Institute | Co-Founder, ServiceGen | Service Transformation Expert | Keynote Public Speaker
Victor Dominello is a globally recognised leader in public sector transformation and a pioneer of secure, citizen-focused digital identity. A former NSW... More

Victor Dominello is a globally recognised leader in public sector transformation and a pioneer of secure, citizen-focused digital identity. A former NSW Minister for Customer Service and Digital Government, he created world-first reforms including the Department of Customer Service, Service NSW, and the Digital Restart Fund. His innovations, such as the digital driver’s licence, QR check-ins, and vaccine certificates, have set global benchmarks. 

Victor’s leadership has been recognised worldwide. He was named to the Okta Identity 25 list of global visionaries, with his image featured on the Nasdaq Tower in Times Square. Today, as CEO of the Future Government Institute and Co-Founder of ServiceGen, he advises governments and organisations worldwide, including the World Bank. He also contributes to national policy, recently participating in the Treasurer’s Economic Reform Roundtable on efficient and high-quality government services. 

 

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Management Leadership Customer Experience