The Hon. Victor Dominello
Service Transformation Expert and Former NSW Government Minister
Victor Dominello is a global leader in public sector transformation and digital identity innovation. He helps governments and organisations modernise services, build trust and deliver measurable public value. A sought-after speaker, Victor turns complex challenges into high-impact results.
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Victor Dominello is a globally recognised leader in public sector transformation and a pioneer of secure, citizen-centred digital identity. His groundbreaking work has earned worldwide acclaim, including being named to the Okta Identity 25 list of global visionaries — an honour celebrated with his image displayed on the Nasdaq Tower in New York’s Times Square.
As the former NSW Minister for Customer Service and Digital — a world-first portfolio — Victor led landmark reforms that set new global benchmarks. He spearheaded one of the world’s earliest fully digital driver licences, now used by more than 85% of eligible citizens and achieving a 93% satisfaction rating.
Victor is also a trusted global advisor. As Co-Founder of ServiceGen, he advises the World Bank on national digital identity and verifiable credentials. He serves as Chair of the Services Australia Independent Advisory Board, Senior Advisor to the Tony Blair Institute for Global Change, and is a former Director of the Tech Council of Australia, shaping the future of Australia’s tech sector.
An experienced academic and researcher, Victor is a Professor at the University of New South Wales, where he leads the UNSW–UTS Trustworthy Digital Society Hub, driving innovation in identity, trust and digital governance.
Today, Victor is the CEO of the Future Government Institute, a global centre for leaders reshaping the next era of governance. A sought-after keynote speaker, he works with governments and organisations worldwide to modernise services, strengthen trust and deliver measurable public value.
He was recently invited to the Treasurer’s Economic Reform Roundtable, contributing to the national conversation on efficient, high-quality government services, spending and care.
Topics
Revolutionizing Customer Experience in Trust, Technology, and Transformation
In this keynote, digital government visionary The Hon. Victor Dominello shares a transformative approach to customer experience in public service. With real-world insights from leading the world’s first Ministry for Customer Service and Digital, Victor outlines a journey from complex, fragmented service delivery to a streamlined, customer-centric model that prioritizes simplicity, accessibility, and trust.
Victor’s “Trust Trinity” framework—Digital Identity, Digital Credentials, and Performance—empowers citizens to engage with government services more securely and efficiently. From creating one-stop digital solutions and achieving record-breaking adoption rates to designing modern service centers with a human touch, Victor showcases how to meet and exceed customer expectations in the digital age.
Leaders will walk away with practical strategies for building trust, boosting engagement, and reimagining the customer experience in government to meet the demands of today’s world.
Key takeaways:
- Understand the “Trust Trinity” framework: Digital Identity, Digital Credentials, and Performance.
- Learn how digital identity can enhance privacy and security in a post-globalised world.
- Discover the role of verified digital credentials in reducing fraud and building trust.
- Explore strategies for modernising government services to align with customer-centric models.
Service Transformation in the Digital Age
Digital government pioneer and former Minister for Customer Service and Digital, The Hon. Victor Dominello, delves into the powerful intersection of technology, governance, and customer-centric service design.
Drawing on his groundbreaking work in creating accessible, streamlined public services, Victor explores the journey from dozens of disconnected agencies and websites to a unified service experience with one website, one phone number, and one customer account. With record-breaking digital adoption rates and a 92% customer satisfaction score, his innovative approach has set a new standard in government service.
Through captivating stories and real-world examples, Victor discusses his “moonshot” approach to digital transformation, illustrating how leadership, innovation, collaboration, and trust-building are key to successful change.
Audience members will gain insights into using digital identity and AI to create secure, transparent systems, data-driven decision-making for social impact, and best practices in change management to future-proof their organizations. This keynote will inspire and equip leaders to reimagine customer experience and redefine what’s possible in digital service delivery.
Key takeaways:
- Discover how to streamline customer experience through unified digital services, reducing complexity and enhancing accessibility.
- Learn strategies to build trust and engagement with customers using digital identity, AI, and data-driven transparency.
- Gain actionable insights into driving customer-centric transformation through effective leadership, innovation, and collaboration.
Future-Focused Governance – Empowering Trust and Citizen Engagement
The Hon. Victor Dominello, a leading digital government pioneer, explores how a customer-centric, future-focused approach to governance can build a resilient, trustworthy society in an era of de-globalization. Drawing on lessons from global challenges such as the pandemic, cyber threats, and economic shifts, Victor introduces the “Trust Trinity” framework—Digital Identity, Digital Credentials, and Performance—designed to revolutionize citizen engagement, strengthen digital trust, and modernize service delivery.
From empowering citizens with control over their digital identities to creating data-driven decision-making systems and enhancing transparency in public services, this presentation offers a roadmap to a future where governments serve as enablers of individual autonomy, social cohesion, and ethical innovation. Victor’s insights will inspire leaders to leverage technology to foster trust, improve customer experiences, and create lasting positive change.
Key Takeaways:
- Understand how the “Trust Trinity” framework—Digital Identity, Digital Credentials, and Performance—can transform citizen engagement and build digital trust.
- Learn strategies to empower citizens with greater control over their data, enhancing transparency and accountability in governance.
- Gain actionable insights into fostering a future-focused, customer-centric approach to governance that strengthens resilience and social cohesion.
