13 July, 2024
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Secretary appointed to lead NSW Department of Customer Service


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Graeme Head AO, a highly experienced public and private sector leader with 25 years of senior executive experience, will be the next Secretary of the NSW Department of Customer Service.

The appointment process was led by the Secretary of the Premier’s Department, Simon Draper, in consultation with the Minister for Customer Service and Digital Government, Jihad Dib.

Mr Head brings a wealth of experience from his distinguished career to his new role leading the department into its next stage of service excellence and digital innovation.

Mr Head is currently a partner at EY Port Jackson Partners, where he provides strategy consulting services to a diverse range of public and not-for-profit clients.

Prior to his current role, Mr Head held numerous leadership positions in both the NSW and Commonwealth public sectors. Notably, he served as the inaugural NSW Public Service Commissioner and as Director General of the former NSW Department of Commerce. He also held the position of Deputy Director General at the former NSW Department of Premier and Cabinet from 2007 to 2008.

With a track record in organisational leadership, policy development and complex reform implementation, Mr Head is well equipped to steer the NSW Department of Customer Service in its mission to improve customer experiences, streamline service delivery, and drive policy innovation.

Mr Head will start in the role on 25 November 2023.

Minister for Customer Service and Digital Government Jihad Dib said:

“The Department of Customer Service plays a critical role in making it easier for NSW communities to deal with government, delivering services to more than 8 million people and driving digital transformation and regulatory reform.”

“I am looking forward to working with Graeme Head as the new Secretary to realise our priorities for community-focused outcomes and digital innovation. I’m confident his exceptional leadership and experience will enable him to make a major contribution in the role.”

“I am grateful for outgoing Secretary Emma Hogan’s service and dedication in leading the Customer Service team over the past four years, through a period of significant challenges including natural disasters and the pandemic.”

Jihad Dib

Minister for Customer Service and Digital Government

Minister for Emergency Services

Minister for Youth Justice

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