In this episode of The Wisdom Of... Show, host Simon Bowen speaks with The Hon. Victor Dominello, CEO of the Future Government Institute and Co-Founder of ServiceGen. As NSW's inaugural Minister for Customer Service and Digital, the first role of its kind anywhere in the world, Victor delivered landmark reforms that transformed fragmented government services into an internationally studied model of citizen-focused delivery. Discover the Trust Trinity framework that achieved 85% digital driver's licence adoption, how to build trust systematically in complex transformations, and why the moonshot approach beats incremental thinking every time.

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Episode Breakdown

00:00 Introduction and creating the world's first Ministry for Customer Service and Digital

07:15 The foundational principle: governments exist to serve people

15:42 The Trust Trinity framework. Digital Identity, Digital Credentials, Performance

24:18 Why 85% adoption is possible when trust is built systematically

32:55 From dozens of agencies to one website, one phone number, one account

41:30 The digital identity paradox. How control enhances privacy

49:12 Performance measurement as feedback loops for continuous improvement

57:08 COVID-19 response and the $1.4 billion Dine & Discover economic injection

01:05:44 Moonshot thinking versus incremental improvement

About The Hon. Victor Dominello

Victor Dominello is a globally recognised leader in public sector transformation and a pioneer of secure, citizen-centred digital identity. His guiding principle is simple. Governments exist to serve people, and in the digital age, that service must be trusted, seamless, and measurable.

As NSW's inaugural Minister for Customer Service and Digital, Victor delivered landmark reforms including one of the world's first fully digital driver's licences, with 85% adoption and 93% satisfaction, statewide QR check-ins, digital vaccine certificates, and the Dine & Discover programme which injected over $1.4 billion into local economies during COVID-19.

Over his 12 years in cabinet, Victor held portfolios in Digital Government, Innovation, Finance, and Aboriginal Affairs. He drove transformative initiatives such as the creation of the Department of Customer Service, Service NSW, and the $2.1B Digital Restart Fund.

Today, as CEO of the Future Government Institute, Victor advises governments, the World Bank, and major organisations on modernising services and embedding trust. He is also Chair of the Services Australia Independent Advisory Board, Senior Advisor to the Tony Blair Institute for Global Change, and a Director of the Tech Council of Australia.

Victor has been recognised in The Australian's Top 100 Innovators and in Okta's Identity 25 list of global visionaries, with his image featured on the Nasdaq Tower in Times Square.

Connect with Victor Dominello:

LinkedIn: https://www.linkedin.com/in/victordominello

Instagram: https://www.instagram.com/victordominello

Twitter: https://x.com/VictorDominello

Future Government Institute: https://publicsectornetwork.com/future-government-institute/

ServiceGen: http://servicegen.co/

About Simon Bowen

Simon has spent over two decades working with influential leaders across complex industries. His focus is on elevating thinking in organisations, recognising that success is directly proportional to the quality of thinking and ideas within a business. Simon leads the renaissance of thinking through his work with global leaders and organisations.

Connect with Simon

LinkedIn: https://www.linkedin.com/in/simonbowen-mm/

Instagram: https://www.instagram.com/officialsimonbowen/

Website: https://thesimonbowen.com/

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