The Australian Public Service (APS) is embracing GenAI for improved public sector operations, focusing on customer interactions, business intelligence, and organizational efficiency.

The Australian government is adopting an innovative approach to integrate GenAI across its public services. This initiative, spearheaded by the APS, seeks to leverage GenAI solutions like chatbots and analytical tools to enhance service efficiency and decision-making processes in various governmental functions.

The APS’s GenAI integration plan is multifaceted, targeting customer-facing functions, analytical roles, and core organizational tasks. In customer service, GenAI chatbots and concierge services aim to simplify access to complex information, providing a more user-friendly experience for citizens. Analytically, GenAI tools will process and distill insights from vast amounts of data, aiding in policy development and public consultation. Organizational applications include streamlining approval processes and creating customized training modules, boosting operational efficiency.

Concurrently, the Australian government, in partnership with Microsoft, is conducting a trial of Microsoft’s GPT4-based Copilot GenAI platform. This trial, highlighted by Prime Minister Anthony Albanese, emphasizes the government’s commitment to exploring GenAI’s potential in enhancing public service delivery. The trial is set to commence in early 2024, with the Digital Transformation Agency overseeing its implementation and ensuring compliance with security and ethical standards.

This dual approach – seeking broad GenAI applications while trialing specific tools – reflects the Australian government’s strategy to be at the forefront of GenAI adoption in the public sector. The request for information, which will close on December 6, 2023, is a significant step towards realizing this vision.