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.

 

Key Takeaways:

  • 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.
Contributors
Byron Connolly Head of Programs & Value Engagement
Helping to articulate and accelerate the changes Australia & NZ need in productivity, digitisation and innovation. Creating the highest possible value insights... More

Helping to articulate and accelerate the changes Australia & NZ need in productivity, digitisation and innovation.

Creating the highest possible value insights for our community of business and technology professionals, responsible for >50% of Australia’s GDP. Codifying success to help them reach their personal and organisational goals. Helping them articulate the value of an aligned and executed tech strategy to gain the resources and executive support they need.

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Damon Rees Former CEO of ServiceNSW
Damon Rees is a business leader focused on customer centricity, culture, digital enablement, and innovation, with more than twenty years of experience... More

Damon Rees is a business leader focused on customer centricity, culture, digital enablement, and innovation, with more than twenty years of experience driving transformational change, organisational performance, and better customer outcomes.

He is currently the Chief Executive Officer of Service NSW, an independent Director at GP Synergy, Australia’s largest training organisation for GPs, and Founder of Better As Usual Pty Ltd, a practitioner-led professional services organisation committed to customer success and positive social impact.

Damon’s experience spans the private, public, and not-for-profit sectors including as the inaugural Government Chief Information and Digital Officer for NSW Government, the Chief Digital Officer for Macquarie Group, the Chief Technology and Interim Chief Information Officer for Woolworths, and the Head of Integrated Delivery for Westpac. He has served as an independent Director of GP Synergy for the last eight years including three years as Chair of the Finance, Audit and Risk committee, and six years as Chair of the Digital and ICT committee.

Damon was awarded the Sir James Wolfhenson scholarship to study at the Harvard Kennedy School in 2018, completed a Global Executive MBA with the University of Sydney in 2011, and holds a Bachelor of Information Technology from the University of Technology, Sydney.

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Leadership Transformation Culture