Former NSW Minister for Customer Service and Digital Government — and one of the country's most respected voices on digital service design.
Victor Dominello served in the NSW Parliament for more than 13 years and held senior portfolios including Customer Service, Digital, Innovation and Better Regulation. As the country's first Minister for Customer Service, he led the transformation of Service NSW into one of the most-praised pieces of government service design in the world, and he was the politician who put the bushfire and pandemic information apps into citizens' hands when they needed them most.
He is now a senior fellow and academic working on digital identity, AI in public services and the work of rebuilding citizen trust in institutions. His keynotes draw on both the elected leader's perspective and the practitioner's perspective on what it actually takes to ship better digital services at scale inside government.
Victor is a strong choice for government, technology and policy audiences and for any event interested in modern public-sector reform that actually works.
The Hon. Victor Dominello is a keynote speaker based in New South Wales who speaks on artificial intelligence, government & policy and innovation. Book through Executive Speakers Australia.
Spending an unprecedented 12 years as a government minister gives Victor the rare experience of planning and delivering digital projects and seeing their outcomes.
Over this period Victor drove a significant digital transformation of Service NSW delivering groundbreaking projects, including the development of the ServiceNSW app, digital driver’s licenses, QR Check-Ins, vaccine certificates and NSW’s dine and discover vouchers. Under Victor’s leadership Service NSW saw a significant improvement in Customer Experience driven by digital innovation.
In this keynote Victor shares key learnings gained from managing a large-scale transformation in a complex environment and the future-forward initiatives that led NSW to become the most digitally advanced state in Australia.
Key Takeaways:
• Understand why digital leadership skills should be a key competency for any modern leader.
• Digital transformation is more than tech, it’s about building tech and partnership and culture and trust.
• Large-scale transformation takes time and consistency, as a leader if you don’t spend enough time and the wicket it isn’t going to work.
• The importance of building a strong culture and framework for innovation so that the journey doesn’t stop when the team changes.
• Understand the importance of partnerships, both internal and external. Leading and fostering digital transformation requires a strong web of support.
• Understand the threat of falling behind the speed of consumers.
• How to foster an agile environment that empowers people to innovate, make mistakes and try new things.
In this Keynote Victor unpacks the challenges and opportunities ahead for Australian organisations grappling with the fast-paced evolution of generative AI.
With the rare experience of 12 years as government minister overseeing a number of digital projects and innovations including the development of the ServiceNSW app, digital driver’s licenses, QR Check-Ins, vaccine certificates and NSW’s dine and discover vouchers, Victor has a keen understanding of what leaders need to know about artificial intelligence and the world of emerging technology.
Key Takeaways:
• A general overview of the latest developments in Artificial Intelligence.
• Understand the geopolitical impacts of AI.
• Understand how to foster digital trust by building trust into our AI systems.
• Understand what steps modern leaders need to take to build their digital literacy.
In this presentation, Victor Dominello highlights key aspects of digital advancement, data-driven decision-making, empowerment, speed, customer focus, and leadership using the transformative journey of Service NSW as a case study.
Victor comprehensively examines the challenges encountered during large-scale transformation and best-practice strategies to ensure impactful collaboration, risk management, and trust-building in the digital ecosystem. Victor emphasises the necessity of fostering innovation in a risk-averse environment, balancing agility with essential governance structures to support high-level investments and reflecting on personal leadership growth to create an empowering and authorising environment for leaders and management teams. Additionally, he discusses the future prospects related to Generative Artificial Intelligence (Gen AI) and its role in the digital landscape.
Key Takeaways:
• Understand the critical components of driving a large and sustained transformation effort, including making strategic bets, structuring programs, ensuring collaboration, focusing on the customer, cultivating a positive culture, establishing partnerships, tracking progress, and managing risks.
• Recognise the importance of building trust in the digital ecosystem, fast feedback loops, and the pivotal role of data in enhancing customer experiences.
• Develop strategies to foster innovation and achieve step-changes in a risk-averse environment while ensuring safety, ownership, and clarity.
• Balance the need for speed and agility with essential governance structures to support high levels of investment, particularly focusing on the roles of leaders and management teams.
• Reflect on personal leadership growth, managing for impact, creating an authorizing and empowering environment, and fostering collaboration and alignment.
• Understand the evolving role of Generative Artificial Intelligence (Gen AI) in the future digital landscape.
Victor Dominello was the Keynote Speaker at our annual Sydney VeeamOn Tour event for 2023, hosted at WINX Stand, Randwick Racecourse. With over 550 guests in attendance, Victor spoke of Embracing Disruption: Thriving in the Digital Age. He was the perfect choice for our modern data protection, backup and recovery software business and the like-minded technology enthused audience in attendance. Victor’s delivery was engaging, entertaining and informative as he spoke with our Vice President, Australia & New Zealand, Gary Mitchell, in an informal and relaxed question & answer style format on the main stage. Following the Keynote, we were fortunate to also have Victor join us for our Executive Luncheon with guests enjoying the opportunity to speak with Victor and engage with him on specific questions and topics of interest. Feedback from attendees has been overwhelmingly positive and we have no hesitation in recommending Victor as a Guest Speaker. We look forward to an opportunity to utilise his services again in the future.Veeam Pty Ltd
Victor proved to be an excellent choice as a keynote speaker. He crafted an engaging and insightful presentation specifically for our industry, keeping the Exec audience actively engaged throughout.TAL
We were delighted to secure Victor’s services for the keynote address at our inaugural Customer Experience Conference, having seen the marked cultural shift in Service NSW over the past decade. In front of a diverse room of health and legal professionals, Victor was able to engage immediately through his relatable examples, ability to draw correlations between Government and Private Industry, and unscripted humour and pathos. He appeared as comfortable delivering the address as answering questions from the audience, and didn’t shy away from challenging topics. Of even more comfort for me in my role organising the Conference was his ability to tailor his delivery to the objectives we were seeking, and many audience members reflected to me later that his address challenged them, made them think differently, and contained information they will be taking back to their teams. He was the highlight of our event, and I would highly recommend him to anyone seeking a speaker not only with impeccable credentials, but with the ability to convey concepts and themes in a practical way allowing the audience to learn.Group Customer Experience and Innovation Officer, Avant Mutual
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