APS AI Tracker

SERVICESAUSTRALIA

Services Australia

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Tracked since 11 Nov 2025 · 0 changes of substance across 1 version

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What the statement says

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Services Australia uses automation and AI for service delivery, compliance and fraud detection, and corporate functions, including public-facing digital assistants. It says AI does not process claims and humans make final decisions, and it governs AI use through controlled trials, assurance checks, ongoing monitoring and an accountable official. read by Claude Opus 5.5

What it says AI is used for

  • Analytics for insights
  • Workplace productivity
  • Image processing
  • Decision making and administrative action
  • Compliance and fraud detection
  • Corporate and enabling
  • Service delivery

Public-facing AI: yes, human review not stated

Safeguards named: testing or evaluation, audit or assurance, human review of outputs, staff training

The Standard’s eight elements 8 of 8

  • Intentions behind AI use
  • Use classified by DTA usage pattern or domain
  • Public-facing use addressed
  • Monitoring and protection measures
  • Compliance with the policy
  • Compliance with legislation
  • Date last updated
  • Public contact

What the policy requires Policy v2.0

Accountable official
General Manager, Telecommunication Modernisation, Automation and Architecture
Strategic position on AI
not mentioned
AI use-case register
not mentioned
Staff training
available
Policy version referenced
unspecified version

What the AI Plan asks AI Plan

Chief AI Officer
not mentioned

Dates as of 12 Oct 2026

Review schedule
annually and when the approach changes
Says it was last updated
10 Oct 2025
Last change we saw
none since tracking began
Updated since policy v2.0
none seen
Annual review
stated date over a year ago

Commitments

  • will not We do not use AI to process claims
  • human oversight Human oversight of AI in compliance, auditing and decision-making; final decisions or actions made by a human
  • human oversight Human 'in the loop' to check AI outputs, where appropriate
  • will Review statement at least once a year and update on major changes to AI use
  • will Only use AI outside controlled offline environments once controls against negative impacts are implemented
  • will Immediately pause systems that stop meeting assurance and governance requirements

The statement

How to read this

Automation and Artificial Intelligence Transparency Statement

Our transparency statement explains our current approach to using automation and Artificial Intelligence (AI).

We’ll review it at least once a year and update it if we make any major changes to how we use AI, or if anything new needs to be included.

We’re committed to ensuring that our use of automation and AI is human-centric, safe, responsible, transparent, fair, ethical and legal. We comply with relevant legislation and regulations.

How we use automation and AI safely and responsibly

We use automation and AI systems in a safe and responsible way to support the delivery of services where it’s helpful for our customers and staff.

Our workforce is central to the success of using automation and AI in the agency. We’re training our staff to have the right skills to safely implement and maintain AI systems.

We safeguard against risks and ensure we use automation and AI responsibly by:

  • trialling automation and AI in closely controlled offline environments to explore their appropriateness and safety
  • only using automation and AI outside these environments when we have identified and implemented controls to protect against any potential negative impacts
  • evaluating initiatives against assurance and governance requirements before implementation
  • continuing to monitor and evaluate, and immediately pausing any systems if they stop meeting assurance and governance requirements
  • having a human ‘in the loop’ to check AI outputs, where appropriate
  • building staff capabilities through training programs so they can confidently use automation and AI technologies responsibly
  • regularly seeking feedback from users, including staff and customers
  • collaborating with strategic partners from government, industry, academia, and advocacy groups to help guide and support strategic decisions
  • aligning and implementing whole-of-government policies, frameworks and best practices, including Australia’s AI Ethics Principles, National framework for the assurance of artificial intelligence in government and compliance with each requirement under the Policy for responsible use of AI in government.

What we use automation and AI for

We use automation and AI in the following usage patterns and domains, which align to the Digital Transformation Agency’s (DTA) Classification system for AI use.

We use automation to improve efficiency of government service delivery, including payments. By automating some repetitive tasks, we can deliver faster payments and more tailored services to customers who need it.

We do not use AI to process claims. We have human oversight of AI in our compliance, auditing and decision-making processes. This means that while AI technologies may be used to assist in various tasks, final decisions or actions are made by a human.

Learn more about how we use Artificial Intelligence.

The public may directly interact with AI when interacting with us in limited circumstances. For example, when using our digital assistants which can answer questions and show information on how to access our services.

In the future, we may consider broader use of AI to further improve the delivery of our services, including providing more tailored support for our customers.

We’ve appointed the General Manager, Telecommunication Modernisation, Automation and Architecture as our accountable official for AI, in accordance with the DTA’s Standard for accountable officials. The accountable official oversees high-risk AI use cases and ensures we comply with whole-of-government AI policies and ethical guidelines.

For enquiries on our adoption and use of automation and AI, please email us at AI.Accountable.Official@servicesaustralia.gov.au.

How we use Artificial Intelligence We’re using Artificial Intelligence to help make processes more efficient so we can deliver better government services.

Statement text © Services Australia. Most agency content is CC BY 4.0; check the original for its terms.

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