"The next step we're thinking of is how do we make the government itself work in the background... if you are a citizen eligible for a service, then we shouldn't require that extra bureaucratic step between you getting that service."
 

"A great idea is easy; bringing it to life will always be harder than you think. Bring your whole self to the task and use science and art to bring others on the journey."
 

"One of the main reasons customers are signing up for Xinja is because they have had enough of the big lazy four, and this sentiment increased noticeably after the Royal Commission. We are entering a new, tougher era of what trust in banking means."
 

"Automation can never completely replace employees, and government responsibilities can never be entrusted to machines. It must be transparent to our citizens and businesses that the government does not automate decision-making processes."
 

"We realised a few years ago that continuing to try to innovate with legacy technology platforms wasn’t going to give us the agility or flexibility to meet our members’ future expectations or those of the wider industry."
 

"We realised a few years ago that continuing to try to innovate with legacy technology platforms wasn’t going to give us the agility or flexibility to meet our members’ future expectations or those of the wider industry."
 

Minister Victor Dominello has been at the forefront of arguably the most well progressed and innovative digital government in Australia. Appointed Minister for the newly created and expansive Customer Services portfolio, he's declared the Ministerial coup the “most significant machinery of government change” enacted since first appointed to Cabinet eight years ago.

Coming off the back of the Government's recently announced whole-of-gov digital innovation committee, DAPCO, we speak with Minister Dominello on how the new Customer Service ministry is redefining the state's digital agenda and what this "fundamental change in dimension" could mean for its acclaimed citizen service portal, Service NSW.
 

"The secret to reinvention is acknowledging that we don’t know everything, and to recognise that every day, and every customer, is an opportunity to learn."
 

"One of the mantras we have been applying to our work for One VPS is “Culture eats strategy for breakfast”. I have seen countless examples across public and private organisations where change initiatives have failed because the focus has been placed solely on the technology, without a focus on the people who will need to use it."
 

"There are lots of new entrants without legacy systems to contend with who’ve learnt lessons from bigtech players. For incumbents in financial services, the pressure is on to make the shift in gear to keep pace with expectations."