As local governments look to improve services, strengthen workforce experience and adopt new technology with confidence, the real challenge is not simply choosing the right tools. It is designing change in a way that works for people.
In this interview, Matthew Thomas, Chief People Officer, City of Stirling, shares why technology should be seen as an enabler rather than the solution itself, how AI can support better processes and decision-making, and why adoption depends on transparency, fit-for-purpose learning and strong foundations.
Matthew will speak at Local Government Focus Day Western Australia 2026 in the keynote “The Intersection of Technology and People Experience: Driving Meaningful Impact” on Thursday 27 August 2026 from 1:55 PM to 2:15 PM. The event is part of Government Innovation Week Western Australia and registration is free for government attendees.
Public Sector Network:
AI now seems to come up in almost every conversation about work. Where have you found AI uplifting processes, and where has it not been worth it?
Matthew Thomas:
Fortunately, so far I have not found anything where it has not been worth it, and I think that is a good thing. But with any implementation of technology, including AI, it comes down to doing it in a really systematic, fit-for-purpose way.
If you do not have the foundations in place, in the sense of good processes, sound ways of working and the right data, that is when it usually fails. There is also a risk that people chase the gold-plated shiny stuff without being clear on the value.
I was using a robot to conduct interviews about ten years ago, and that gave me a good insight. Technology cannot be the single source that makes decisions. In an HR context like recruitment, it should be a source of information that helps you make a more informed decision, but it should not be the sole decision-maker.
Public Sector Network:
How do you weigh up governance, privacy and security when introducing AI and other new technologies?
Matthew Thomas:
Again, it comes down to how the information is used. We use a platform called SmartRecruiters for recruitment. It is very much based on AI, but the AI is only based on information that we put into the system.
It looks at the position description and the job ad that we write, and then rates applicants against that. So when you think about governance, it is still in our control. It depends on how we write the ad and how relevant our position description is.
More broadly, when you start talking about larger systems, there are bigger considerations around how AI might use data that it should not. That is why you need the right policies and guardrails in place around access and use. Systems themselves are also getting better at building in those governance and safety nets.
Hear Matthew Thomas at Local Government Focus Day Western Australia 2026, where he’ll explore how human-centred design, anchored by technology, can deliver results, how AI can optimise processes, experiences and outcomes, and what new mindsets and behaviours are needed to transform services and organisation brand. The event overview positions the day around helping councils improve productivity, strengthen financial sustainability and leverage technology and AI to deliver better outcomes for communities.
Explore & register for the event (KPMG Offices, Perth, 27 August 2026):
Overview page
Agenda page
Registration page
Free for public sector to attend
Public Sector Network:
If another council wanted to improve people experience or survey outcomes by introducing technology, what should they do over the next 6 to 12 months?
Matthew Thomas:
Before you even look at the technology, you need to understand whether you have your foundations in place. The technology is the enabler. There is no point looking at technology if you have not got a robust process from end to end.
Using recruitment as an example, you need to understand where the pain points are. It might take eight weeks from putting a job ad out to filling the role, and in the current market you will lose people quickly. Then you can ask what technology or improvements could streamline that process.
It starts with one question: what is the problem you are trying to solve? Then you look at how to fix that both from a human perspective and from a technology perspective. I think it is also important to keep it small. There is a tendency to think big, but that can lead to gold-plating things that do not need to be gold-plated.
Public Sector Network:
How important is learning and trust when councils introduce new technologies?
Matthew Thomas:
It is critical. We are about to implement Workday, which is still very rare in Australian councils. One of the problems we are trying to solve is manual timesheets. From CEO downwards, people are still filling them out manually, leaders are signing them off, payroll is processing them, and there is risk of errors.
But we also have employees who have been doing manual timesheets for thirty-nine years, and now we are asking them to use their phone to clock in and out. There is a fear factor behind that.
The learning piece is really important. It is about being very transparent, very open, and making sure the learning is fit for purpose for the individual. The person who does not like using phones and is worried about privacy has different needs from a younger employee who is very comfortable using their phone. Adoption is only successful if you meet people where they are, rather than taking a one-size-fits-all approach.
Public Sector Network:
What is one thing you hope attendees take away from your session?
Matthew Thomas:
I hope people take away the fact that we are all dealing with the same problems. They might come at different scales and from different lenses, but they are not unique and they are not scary.
We need to take away this fear factor around technology creating more burden. It is about understanding how it adds value in its simplest form. Rather than always trying to solve big problems, ask what is the one problem you can solve. Start there, get your foundations in place, and then technology becomes a great enabler for the things you are trying to achieve.
Explore & register for the event (KPMG Offices, Perth, 27 August 2026):
Overview page
Agenda page
Registration page
Free for public sector to attend
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