Key attributes of the customer in the modern public sector
Deputy Secretary, Customer Delivery and Transformation
NSW Department of Customer Service
William's role in the newly formed Department of Customer Service is to create a powerful, evidence-driven platform to drive transformation in the design, funding and delivery of government services. He brings together the Customer Service Commission, the Behavioural Insights Unit, the Data Analytics Centre, and other assets such as digital transformation and brand and advertising to improve customer service and engagement across government.
Before joining the Department of Customer Service, William was Executive Director of the Premier's Implementation Unit at the Department of Premier and Cabinet. In that role, his focus was to improve outcomes for customers through the delivery of the 12 Premier's Priorities, including improving customer satisfaction with key government services, reducing domestic violence re-offending, improving service levels in hospitals, improving education outcomes, reducing litter and delivering better outcomes for children at risk of significant harm.