The document summarizes an interview with Victor Dominello MP, Minister for Customer Service for the NSW Government. It discusses the creation of the new Ministry of Customer Service and its core functions of identifying pain points and using technology to improve government services. It provides updates on several digital initiatives, including the successful statewide rollout of the Digital Driver's License, investments from the Digital Restart Fund, and progress on the State Digital Strategy. It also discusses forthcoming projects like expanding the ePlanning portal and goals for the next decade like consolidating government websites and delivering first-class services at life moments.

1. As a senior Minister in the Berejiklian
Government, you have held various
portfolios over a decade including
Aboriginal Affairs, Veterans Affairs,
Innovation and Better Regulation,
Citizenship and Communities and
Finance, Services and Property. On
2 April 2019, you were appointed
the inaugural Minister for Customer
Service, the first of its kind in the
country. How has your journey been
so far?
The journey has been rewarding, exciting and
challenging. In each portfolio I have had the
opportunity to deliver meaningful reform across
vastly different sectors in collaboration with the
community and stakeholders.
It has also been a learning experience. I am
passionate about public service and being
a Minister is an opportunity for me to give
something back.
Why was the Ministry of Customer
Service created?
The creation of this new cluster is testament
to how serious the NSW Government is about
improving the citizen experience and making life
easier for them.
We’ve seen how successful Service NSW has
been at putting the customer first, and this
Ministry is all about turbocharging the customer
experience.
What are the core functions of the New
South Wales Department of Customer
Service?
The core functions are identifying and
addressing the pain points across NSW
Government to ensure they prioritise the
customer and where possible, use technology
to improve service delivery. Examples include
enrolling a child in school, downloading a Digital
Driver Licence and allowing drivers in parts of
Sydney to pay for parking and top up via an
app.
Which NSW Government agencies
are included in the Customer Service
cluster?
The cluster includes many of the regulatory
bodies such as Fair Trading, SafeWork,
Liquor, Gaming and Racing, Birth, Deaths and
Marriages and the State Insurance Regulatory
Authority. It also includes Service NSW,
Spatial Services, cyber security and Digital
Government.
In the last 12 months, what were
some of the new services or initiatives
implemented by the New South Wales
Department of Customer Service?
Key achievements include the state wide rollout
of the NSW Digital Driver Licence, expanding
ePlanning and announcing a mandate for
select councils, launching the Park’nPay app,
introducing an online school enrolment pilot,
delivering the Bushfire Customer Care program
and launching one of the world’s largest Spatial
Digital Twins.
The NSW Planning Portal had been
designed to provide public access
to a range of planning services and
information including documents or
other information in the NSW planning
database. What has been the outcome
of the industry’s response?
ePlanning has been well received by industry
and customers across different parts of NSW.
The initiative is a big win for both homeowners
and industry, by slashing paperwork and
improving transparency.
What is one of your proudest
achievements delivered in
Government?
The state wide rollout of the Digital Driver
Licence was a particularly proud moment. It is a
great example of using technology to make life
easier for people, and incorporated feedback
from the community and stakeholders.
The numbers speak for themselves — more
than 1.5 million people have downloaded the
digital licence since its launch in November
2019, accounting for more than a quarter of
drivers.
You have a reputation as being one of
the Government’s fiercest advocates
for data strategising and progressive
VICTOR
DOMINELLO
MINISTER FOR
CUSTOMER SERVICE,
NSW GOVERNMENT
Omesh Jethwani, Government
Projects & Programs Manager
in-conversation with Minister
Victor Dominello MP, Minister
for Customer Service, NSW
Government on the evolution of
service delivery.
FEATURECUSTOMER SERVICE
Issue Two | April-June 2020 | MBA NSW 19

2. digitisation of citizen services. Is
there a strategy in place on the
Government’s smart cities initiatives?
I am a data and privacy zealot which is why
I am presiding over the NSW Government’s
digital transformation agenda. We are in the final
stages of drafting a smart places strategy and a
smart infrastructure policy.
The NSW Department of Customer
Service has oversight of all things
digital to ensure that citizen centric
design is built into new digital services
offerings. What are the latest updates
on the following: -
a. the Digital Driving License roll-out;
(we announced the state wide rollout
in November 2019. It has been an
overwhelming success with 96 per cent
of people giving it the thumbs up. We are
working with industry groups to ensure
they are aware of their obligations)
b. the Digital Restart Fund; and (More
than $35 million has been invested in
a number of projects that will help with
the Government’s digital transformation
agenda. Legislation to ensure the Fund’s
longevity is currently before Parliament )
c. the State Digital Strategy (The Beyond
Digital Strategy was launched last
year. A number of digital products are
being developed and delivered, which
is testament to our commitment to this
strategy)
More than 1 million NSW motorists
have downloaded the Digital Driver
Licence (DDL) since it was officially
launched on 3 November, accounting
for almost 19 per cent of all licence
holders. Will the digital services
be extended to other licences, i.e.
digital photo building trade licence,
contractors digital photo licence, etc?
The Digital Driver Licence has demonstrated
the popularity of these types of digital products.
We are exploring ways in which we can apply
technology to make life easier for electricians
and plumbers and will have more to say on this
soon.
What are some of the forthcoming
digital projects in the pipeline? Which
ones are you most looking forward to
delivering?
I am most passionate about implementing
the full adoption of the ePlanning portal by
NSW Councils for DA and CDC lodgement;
completing the $620 million expansion of the
government radio network for emergency
services organisations; and expanding the
Service NSW one-stop shop model for business
transactions and approvals.
In its last term, the NSW Government
wanted 70 percent of government
services digitised by 2019. Has that
target been met?
Digital transformation is a top priority of mine,
and the NSW Government was recently
named the most digitally advanced jurisdiction
in Australia. More than 70 per cent of NSW
Government transactions can be done online
via the Service NSW website.
On 1 December 2019, you announced
tighter restrictions on developers
including what they must disclose to
customers and their ability to deviate
from those plans. Would you care to
elaborate for our readers?
Purchasing a property is the most significant
financial decision a person or couple will make
in their lifetime. Information is power and these
new laws provide purchasers with stronger
protections and more transparency so they can
make an informed decision.
In your opinion, how do you think
businesses can align with NSW
Government strategic initiatives?
We are living in the digital age and customers
want more choice and convenience when it
comes to government products and services.
Businesses are at the forefront of technology
and innovation and I would encourage them to
look at our priorities and identify opportunities
to collaborate with us to make life easier for
citizens.
What is the New South Wales
Department of Customer Service
aiming to achieve in the next decade?
We have a number of exciting projects in the
pipeline long-term. Some of our top priorities
are turbocharging the customer experience
for businesses through Service NSW, making
government easy for citizens through “Tell
Us Once” reforms, consolidating the more
than 750 websites across Government, and
delivering first class services for citizens at
pivotal life moments, such as birth, marriage,
starting school, starting employment, retirement
and death of a loved one.
FEATURE CUSTOMER SERVICE
20 MBA NSW | Issue Two | April-June 2020