The evolution of customer service

The evolution of customer service

Aug 30
CEDA welcomes the inaugural NSW Minister for Customer Service, the Hon. Victor Dominello, to outline priorities in his new portfolio and the NSW Government’s approach to customer centric service delivery.


The Hon. Victor Dominello MP, New South Wales Minister for Customer Service

Event overview

Companies, governments, and our institutions are increasingly being challenged to be more customer-centric and deliver value to their customers, to build trust and strengthen relationships in a world that offers more consumer choice and expectation.

The NSW Government has initiated a new model for delivery of customer centric services with the creation of the customer service portfolio, led by the Minister for Customer Service, the Hon. Victor Dominello which seeks to put data and digital design into the heart of government policy approval process.

The CEDA NSW New economy and disruption series returns to examine:

  • How technology, data analytics, and behavioural insights offer new opportunities in service delivery and customer satisfaction;
  • A new era for NSW Government product or service design, delivery, implementation and evaluation;
  • The value of fresh thinking in providing innovative solutions to entrenched problems; and
  • Ensuring privacy protection, trust building and accountability through customer-centricity.

Event presentations

The Hon. Victor Dominello MP, New South Wales Minister for Customer Service MP3

Moderated discussion MP3

Delegate handout PDF

Meet the keynote speaker

The Hon. Victor Dominello MP
New South Wales Minister for Customer Service

Victor Dominello was elected as Member for Ryde at a by-election in October 2008. He was made a Minister following the 2011 State Election. Victor Dominello is a senior Minister in the Berejiklian Government and has held various portfolios over 8 years including Aboriginal Affairs, Better Regulation and Finance. He has been appointed the inaugural Minister for Customer Service. The first of its kind in the country, this ministry aims to put the customer and citizen first in the design of all government services. Victor firmly believes that the adoption of data, digital innovation and technology is integral in modern policy design and delivery of public services. Digital design has been a key pillar of the various policy reforms and initiatives which he has led.

Supported by CEDA members

Major series sponsors