EP#148 Creating Impact Through Customer-Centric Design

In this episode of Govcomms, we are joined by the Deputy Secretary of Revenue NSW, Scott Johnston.

Scott is an internationally recognised statistician specialising in economic analysis, with a history of working as a senior leader across the Australian and United Kingdom public sectors.

With our host David Pembroke, Scott discusses why Revenue NSW started to focus on a more customer-centred approach.

“The tension of an organization that's primary purpose through history has been about collecting revenue - 40% of NSW budget comes from us - to stepping back and thinking, ‘Well, if we can provide an exceptional service to three and a half million people, the revenue will take care of itself’. But actually the relationship we have with people, which is an ongoing one, can thrive. That's made us fundamentally look at things differently.” – Scott Johnston

Further, Scott discusses his views on integrating automation technology and artificial intelligence to improve customer experience.

Tune in to the episode to learn how Scott’s leadership in digital transformation and focus on providing high quality customer service is creating impact at Revenue NSW.

Discussed in this episode:

• Leading digital transformation and customer-centric design
• Mitigating risks when integrating automation and AI technology
• Being a humble leader and driving effective collaboration

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