Automation and artificial intelligence (AI) technologies are transforming how we live and work. Services Australia is harnessing automation and AI to enhance its operations and services, with the aim of becoming an example of best practice in safely, securely and transparently using automation and AI to make government services simple. Use of automation and AI for predictable and repetitive work will enable staff to spend more time providing services and support for people with complex needs or those experiencing vulnerability. 

This strategy will ensure automation and AI use in the agency will be human-centric, safe, responsible, transparent, fair, ethical and legal. It will also supported by a customer-centred design approach. The strategy sets out six coordinated priorities:

1. Build trust with customers, staff and strategic partners.
2. Human-led initiatives improving service delivery where it is beneficial for customers and staff.
3. Ensure consistency in governance, assurance and investment frameworks.
4. Contemporary legislation and simplified policy.
5. Uplift workforce capability and capacity required to develop and manage automation and AI safely, ethically and responsibly.
6. Modular, connected and standardised systems to enable scalable initiatives to be delivered.