Services Australia, the government agency responsible for Centrelink and Medicare, has released an update detailing its use of automation and AI to improve service delivery, highlighting that automation assists staff with repetitive tasks such as writing letters, issuing concession cards, and pre-filling customer records, while AI technologies like Optical Character Recognition and Interactive Voice Response systems streamline data entry and customer calls. The agency emphasises that all AI experimentation is conducted in controlled environments without access to customer-facing systems, with strict human oversight and no sharing of sensitive or classified data with public generative AI tools. Services Australia affirms its commitment to responsible, ethical, and transparent AI use by adhering to Australia’s voluntary AI Ethics Principles and the government’s policy for responsible AI, as outlined in its Automation and AI Strategy 2025–27 and Transparency Statement.
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