This module shares industry use-cases of automation and their associated complexity level. Consider and redesign them in your own government context.
Use-cases register
Selecting a use-case should be informed by your organisational capabilities and skills. Consider the complexity of the deployment, business processes, integrated systems, required resources, and compliance requirements. Where capabilities and skills are required, consider leveraging strategic partners and always use multidisciplinary teams to ensure appropriate consideration of all technical, legal and ethical obligations, aiming for safe, responsible, and sustainable services.
The industry use-cases in the table below have demonstrated, significant social and economic benefits. A three-point scale–low, medium, high– indicates the complexity of each use-case. The complexity level has been informed by data sensitivity, integration and process variability considerations. Skill level informed by impendence to apply and learning curve levels. Complexity and required skill levels are generalised. However, each use-case will vary depending on your specific business and technology factors. We advise piloting with use-cases that have low complexity and risk. This allows your teams to experiment in risk-reduced contexts.
If you use automated decision-making (ADM), you must comply with all legislation and adhere to ethical, safe, and secure standards. Please refer to the NSW AI Assessment Framework and the NSW Ombudsman’s resources on automated decision-making in the public sector.3,4,5,6,15
Robotic process automation (RPA) use cases
Use-case
Complexity
Registration and onboarding
Automating the collection and recording of information during initial contact with customers or clients.
Implementation: Low
Skill: Medium
Billing and claims processing
Automating the procedure for generating and managing bills for services provided and processing insurance claims.
Implementation: Medium
Skill: High
Procurement
Automating the financial procurement processes to streamline purchasing, payments, and expense management.
Implementation: Low
Skill: Medium
Public records management
Automating the organisation and retrieval of public records and documents.
Implementation: Low
Skill: Medium
Digital license management
Automating the application, approval, and renewal processes for permits and licenses, reducing processing times and improving accessibility.
Implementation: Medium
Skill: Medium
Intelligent Process Automation (IA) use cases
Use-case
Complexity
Document data extraction
Automation of the process of extracting structured data from unstructured documents.
Implementation: Medium
Skill: Medium
Predictive analytics
Utilisation of automated algorithms and data analysis to make predictions and identify patterns in data.
Implementation: Medium
Skill: High
Infrastructure monitoring
Using automation for real-time monitoring of government infrastructure such as bridges, roads and utilities for early fault detection and facilitate timely maintenance.
Implementation: High
Skill: High
Customer service chatbots
Using AI-powered chatbots and interfaces to provide inclusive and accessible information and services for everyone.
Implementation: High
Skill: High
Cybersecurity incident response and fraud detection
Leveraging AI-powered automation for rapid detection, analysis, and response to cybersecurity threats or fraudulent activities.