At Services Australia, automation helps our staff to complete repetitive tasks like writing letters, issuing new concession cards and pre-filling data on customer records. We also use it to process some basic claims that have predictable and repeatable outcomes.
Artificial Intelligence (AI) helps us make some processes faster and easier. For example, Optical Character Recognition reduces manual data entry by digitising written forms and evidence, and Interactive Voice Response systems guide customers to the most appropriate service when they call us.
We’re experimenting with AI in controlled environments, without access to customer facing systems, to find safe, responsible, ethical and appropriate uses of the technology. We don’t share sensitive or classified data of any kind with public generative AI tools. All AI use is reviewed by humans.
We follow Australia’s voluntary AI Ethics Principles, which you can read about on the Department of Industry, Science and Resources website.
We also comply with the Policy for the responsible use of AI in government. You can read about this policy on the Digital Transformation Agency website.
For more information about how we’re committed to responsible use of AI and automation, read our Automation and AI Transparency Statement.