Community-Centric Digital Transformation: The Blueprint for Government Success in the Digital EraIn this interview, Damon Rees, Managing Principal and CEO at Better As Usual, and former CEO of Service NSW, discusses the shift from episodic to continuous funding models for digital service delivery.
In this interview, Damon Rees, Managing Principal and CEO at Better As Usual, and former CEO of Service NSW, discusses the shift from episodic to continuous funding models for digital service delivery.
The move towards a more flexible, product-based approach allowed Service NSW to better adapt to unforeseen events such as the bushfires of 2019 and the subsequent COVID-19 pandemic.
Damon emphasises the importance of elevating the digital experience for customers and building adaptability and agility within the organisation.
Damon reflects on the success of Service NSW in becoming a digital powerhouse by putting the community first and organising government services around people rather than expecting people to understand government structures.
He acknowledges the challenges faced by other governments in making similar shifts, attributing Service NSW’s success to deliberate choices in leadership, culture, and values.
Now as Better As Usual’s CEO, Damon says it’s important to foster a positive culture for digital transformation. Create a product-focused model, reducing reliance on external vendors, and rethinking the role of digital and technology within government organisations.
Damon also discusses the responsible implementation of automation and AI, stressing the importance of maintaining a customer-centric approach and considering the broader mission of the organisation.
For senior technology leaders aspiring to move into chief executive roles, adopt a CEO mindset, thinking beyond your specific responsibilities and considering the organisation as a whole.
- Shift to Continuous Funding and Product-Based Approach. This shift facilitates a more flexible, product-based approach to digital service delivery, crucial during unforeseen events such as the 2019 bushfires and the subsequent COVID-19 pandemic.
- The digital success of Service NSW is linked to a community-centric approach, prioritising citizens and necessitating a cultural shift. Employ diverse strategies for meaningful transformation.
- Cultivate a positive culture in technology projects. Additionally, strategically rethink the role of digital and technology within organisations. Emphasise the need for in-house capabilities and reduced reliance on external vendors, aligning technology with the core mission and functioning of the organisation.