Service NSW’s Former CEO on Futureproofing your Organisation: Managing Innovation and TransformationIn this keynote presentation, Damon Rees - Former CEO of Service NSW, Managing Principal at BAU discusses the establishment of Service New South Wales (NSW) a decade ago as a government startup focused on providing a positive customer experience.
In this keynote presentation, Damon Rees – Former CEO of Service NSW, Managing Principal at BAU discusses the establishment of Service New South Wales (NSW) a decade ago as a government startup focused on providing a positive customer experience.
He emphasises the importance of shifting the government’s approach from a historically poor reputation in customer service to a more customer-centric model.
Damon stresses that Service NSW aims to enhance trust in government, addressing the perception that government institutions rank low in terms of customer experience. He outlines the organisation’s structure, serving thousands of customers daily through various channels and achieving high customer satisfaction.
Damon touches on five key leadership priorities: customer focus, employee wellbeing, partnership building, organisational agility, and trust.
The key role of finance is to eliminate waste from the organisation, particularly in addressing failure demand, where issues in earlier processes lead to additional work.
He emphasises the need for continuous funding streams and a more agile approach to capital allocation to support the organisation’s digital initiatives effectively.
A question-and-answer session concludes the presentation.
- Emphasis was placed on Service NSW’s mission to enhance trust in government by shifting to a customer-centric model, highlighting the organisation’s structure, daily customer service, and high satisfaction levels.
- Service NSW’s progress over time: Requires change leadership, creating momentum, and building continuous value to keep stakeholders engaged. The concept of relentless evolution and execution, as opposed to a one-time transformation, is crucial.
- There is a high-trust culture within Service NSW, the absence of a blame culture, and the organisation’s iterative and co-design approach, allows for early identification of potential issues. The importance of piloting and making decisions based on real-life customer experiences is essential.