CIO50 Australia 2024: Andrew Dome, Uniting

Name: Andrew Dome
Title: Chief Digital Information Officer
Company: Uniting
Commenced role: September 2023
Reporting line: Chief Operating Officer
Member of the executive team: Yes
Technology Function: 103 staff, 8 direct reports
 
When Uniting’s clinical nurse lead, Hayley Ryan, approached chief digital information officer Andrew Dome and his team with the challenge of speeding up healthcare delivery in remote locations, it set off a wave of innovation.
 
The IT team collaborated closely with Ryan’s team, exploring a unique use case where thermal imaging technology, commonly used in the mining sector to detect heat in mines, could be repurposed.
 
“We realized that this same technology could be applied for remote wound diagnosis, using thermal detection to assess the temperature of wounds and provide a clearer clinical view. This would enable faster and more accurate diagnoses,” said Dome.
 
Through strategic partnerships with RealWear (for hardware) and TeamViewer (for software), the IT team designed an Augmented Reality (AR) Smart Glass solution that enables remote telehealth diagnosis for customers at Uniting’s aged care and residential sites.
 
This AR Smart Glass platform is currently the only known solution of its kind in the Australian aged care sector.
 
“I presented this solution at the 2024 Digital Health Festival in Melbourne, which garnered significant interest from other aged care providers who are now keen to adopt or replicate this technology,” Dome shared.
 
A Clear Vision for Digital Technology
 
Since joining Uniting, Dome has rebranded IT as “Digital Technology” and introduced an operating model designed to align more closely with the organization’s needs. This new approach is helping Uniting achieve its 10-year strategic plan by creating a Digital Strategy aligned with its various directorates.
 
Before Dome’s arrival, Uniting had advanced technology but struggled with poor implementation and a siloed IT team that was disconnected from the broader organization.
 
Several long-standing issues were resolved in just a few months under Dome’s leadership, thanks to his deep understanding of problems, collaborative approach, and ability to drive solutions to completion.
 
Dome has placed a strong emphasis on improving AI and digital capabilities within Uniting, influencing both the executive team and board to adopt a generative AI-driven mindset for problem-solving.

Currently, Dome is overseeing the implementation of a new AI-powered employee digital assistant. This platform will provide Uniting’s 11,000 employees with easy access to processes, procedures, and answers that previously required days of waiting.

Communication and Recognition
 
Dome’s success can largely be attributed to his open and transparent communication style. One of his first initiatives at Uniting was launching a weekly IT newsletter.
 
“Every Friday, I compile highlights from my direct reports, along with my own observations and commendations, and share them in the newsletter,” Dome explains. “I specifically acknowledge individuals who have excelled during the week.”
 
The newsletter is distributed to all 103 IT staff, Uniting’s leadership team, and key senior leaders across the organization. This initiative has given senior leaders visibility into the excellent work being done by the IT team, which was previously underappreciated. It also spotlights standout individuals within the team, fostering a culture of recognition.
 
“In fact, the business now regularly sends me updates on IT achievements and standout employees, which speaks to the newsletter’s success,” he adds.
 
Fostering Inclusivity at Uniting
 
Alongside his digital strategy, Dome has implemented several initiatives aimed at fostering a more inclusive workplace culture within Uniting, enabling the IT team to thrive.
 
“When I joined, I inherited a leadership team of eight direct reports—six males and two females. This did not reflect diversity of thought or an inclusive workplace,” Dome says.
 
Within his first four months, Dome introduced a new IT operating model and hired a female chief data officer. He is also in the process of recruiting a female head of digital governance, which will result in a balanced leadership team of four males and four females.
 
“This will provide the diversity of thought that our organization needs,” he says.
 
Championing First Nations
 
Dome has also championed partnerships with Indigenous businesses. Uniting now works with Ethan Indigenous, an asset management and disposal company, for the disposal of end-user computing assets. This marks the first time Uniting has partnered with a 100% Indigenous-owned and operated company.
 
“Ethan Indigenous is now managing the disposal of all our computing assets, and we’re exploring the possibility of bringing their cadets into IT roles at Uniting,” Dome says.
 
The cadet program will start with roles at the service desk, with opportunities to progress into second- and third-line support, security, and project delivery roles, helping to foster talent and inclusion in the organization.