The executive dialogue featured Graeme Head AO, Secretary of the NSW Department of Customer Service, who shared insights into how the Department was shaping the way citizens and businesses experienced government. The discussion explored NSW’s customer-first vision, with a focus on delivering services that were faster, fairer and built on trust.

The conversation examined the role of AI adoption, data trust, digital inclusion, regulatory simplification and digital identity in strengthening public services. Graeme also reflected on how leadership, organisational culture and cross-sector collaboration could support ongoing reform and enable government to respond with greater agility.

The session provided a forward-looking perspective on customer-centric service delivery, leadership transformation and the role of innovation and shared purpose in delivering better outcomes for the people and businesses of NSW.