By Dr Alex Antic, Faculty Head of AI Strategy - UNSW AI Institute
Artificial Intelligence (AI) is no longer a distant concept—it is here, shaping the way we work, live, and deliver services. For the Australian Public Service (APS), this isn’t just about technology. It is about people, trust and making better decisions for the communities we serve.
‘The future of public service isn’t just digital - it’s human.’
But let’s be honest: AI can feel overwhelming. It is technical, fast-moving and often surrounded by hype. So, how do we cut through the noise and think about AI in a way that is practical, ethical and useful for our work?
Start with the “why”
The first question isn’t ‘What tool should we use?’ It’s ‘What problem are we trying to solve?’
AI works best when applied to clear, well-defined challenges, like:
- improving service delivery
- reducing manual processing
- spotting patterns in large datasets.
When we start with purpose, we avoid chasing shiny objects and focus on outcomes that matter to citizens.
Think human first, tech second
AI is a tool, not a replacement for human judgment. In the APS, our role is to serve the public with fairness, transparency, and accountability. That means any AI solution must align with these values.
Ask yourself:
- Does this system make decisions that affect people’s lives?
- Can we explain how those decisions are made?
- Are we confident it treats everyone fairly?
‘Ethics isn’t optional - it’s essential for public trust.’
Build confidence, not fear
One of the biggest barriers to AI adoption is uncertainty. People worry:
Will this take my job? What if it makes a mistake?
AI isn’t about replacing people; it is about augmenting what we do. Think of it as an assistant: handling repetitive tasks so we can focus on complex, human-centred work.
Lifelong learning: the real game-changer
AI isn’t a one-off project. It is a shift in how we work. And that means we need to keep learning - at every level, in every role.
- AI literacy is for everyone: policy officers, program managers, senior leaders - not just data scientists.
- Why it matters: Understanding AI helps us ask better questions, validate AI outputs, make informed decisions, and design fair, effective services.
The APS is investing in initiatives to make AI accessible and responsible. The APS Academy offers foundational courses like AI in Government Fundamentals, while GovAI provides:
- Interactive learning modules
- AI use case library
- Secure sandbox for experimentation
- Collaboration spaces to share lessons
‘AI is not a one-time achievement; it’s a culture of learning.’
A key insight from the experts
In my book, Creators of Intelligence, I spoke with leading global AI experts, including Dr Maria Milosavljevic – the former CDIO at the Department of Defence – whose advice can be summed up in one key message: success starts with curiosity, strong governance, and a culture that values learning.
Maria also stressed that trust and ethics are non-negotiable in government AI use. Risk management, transparency, and clear accountability must underpin every AI initiative - because public trust is our licence to operate.
Practical steps for APS teams
Here’s how to start thinking smarter about AI:
- Get curious, not intimidated. Explore APS Academy and GovAI resources, among others.
- Start small. Pilot projects are a great way to learn without big risks, but start thinking early about how to operationalise successful projects.
- Keep ethics front and centre – the Australian Government’s AI Ethics Principles are a great starting point.
What’s next?
AI will keep evolving, and so will the APS. Our challenge - and opportunity - is to shape how we use it. That means building capability, sharing lessons and staying focused on what matters most: delivering better outcomes for Australians.
The conversation about AI isn’t just for tech teams. It is for all of us. Because the future of public service isn’t just digital – it is human. And it starts with a commitment to lifelong learning.
Dr Alex Antic
Alex is the Faculty Head of AI Strategy and an Adjunct Professor at UNSW Canberra. He is a recognised expert in responsible AI, public sector innovation, and AI governance. Alex advises government, industry, academia and startups on the safe, sovereign, and strategic development and deployment of AI.