Overview
AI is already being introduced into government customer experience, but for many teams it is still stuck in pilot mode and not translating into consistent frontline improvements in enquiry handling, public-facing communication, or feedback and complaints workflows. That disconnect shows up in what citizens say they need from digital services. In the Australian Digital Citizens Report 2025, 40.6% of respondents said online government services need to make information easier to find, and 33.1% said instructions need to be clearer. These persistent pain points help explain why overall digital service satisfaction remains low, with NPS negative across every level of government (Federal -7.19, State -9.89, Local -12.54). This course focuses on turning AI into practical, repeatable CX improvements (faster responses, clearer and more consistent communication, less manual effort) while meeting the privacy, risk and accountability requirements that are non-negotiable in government.
So how do you make AI work in real CX, not just in pilots?
AI has real potential to speed up responses, improve consistency, and reduce manual work, but in government, it must be done right. Privacy, risk, and accountability aren’t optional. The challenge now isn’t introducing AI, it’s making it usable, safe, and consistent across teams.
This program is for teams already exploring AI who now need to make it practical. It focuses on how AI can be applied across customer enquiries, communication, reporting, and feedback in a way that works in a real public sector environment.
Participants will learn how to:
- Use AI to support customer enquiries and communication
- Improve the quality and consistency of public-facing messaging
- Reduce manual workload across CX processes
- Apply AI safely within governance and risk frameworks
- Build confidence across non-technical teams
This program is designed for teams without dedicated AI functions who need practical ways to apply AI within their existing workflows. Rather than theory, it focuses on how to use AI in day-to-day work to improve service delivery without adding complexity.
Ideal for those who:
- Are already exploring or using AI in their work
- Want to improve customer communication and service delivery
- Need practical guidance on safe, responsible AI use
- Are supporting the rollout or adoption of AI across teams
- Want to move from experimentation to consistent, real-world application
Who Should Attend?
This program is designed for APS 5–EL 2 professionals (or state, territory and local government equivalents) involved in customer experience, service delivery, communication and AI adoption. It is particularly relevant for those responsible for managing customer interactions, handling enquiries, delivering public-facing communication, and embedding new tools and workflows across teams.
Customer Experience Manager
Service Delivery Manager
Customer Service Manager
Communications Manager/Advisor
Community Engagement/Stakeholder Engagement Advisor
Service Design Manager/Advisor
Customer Service Team Leader
Digital Transformation Manager / Advisor
Program/ Project Manager (CX, Digital, Service Delivery)
Business Analyst (Service Improvement / Digital)
Senior Project/ Program Officer
Policy/Strategy Advisor (CX or service delivery focus)
Governance & Risk Officer / Advisor
Data Governance/Information Management Officer
Learning Outcomes
By the end of this course, you will be able to:
Apply AI in customer-facing workflows, including enquiry handling, communication and response drafting
Improve response times and consistency across channels using AI
Reduce manual workload across CX processes, including reporting, follow-ups and internal coordination
Ensure AI outputs are accurate, appropriate and safe for public-facing use
Implement practical guardrails for tone, accuracy and risk in customer communication
Use AI to analyse customer feedback, complaints and sentiment to inform service improvements
Identify practical, low-risk CX use cases that can be implemented immediately
Online Training
AI in CX: From Pilots to Real Service Delivery
Session details
This program is designed for teams without dedicated AI functions who need practical ways to apply AI within their existing workflows. Rather than theory, it focuses on how to use AI in day-to-day work to improve service delivery without adding complexity.
15 & 17 September 2026
10:00 AM - 2:30 PM AEST
Some familiarity with topic is recommended
Key Sessions
Welcome and Introductions
Module 1 - AI in CX: What’s actually changing in government
- Where AI is being used (and where it’s not working yet)
- Common gaps: pilots vs real service delivery
- What “good” looks like in public sector CX
Module 2 - Using AI in customer communication and enquiries
- Drafting responses, emails, and public messaging
- Handling enquiries more efficiently
- Ensuring tone, clarity and consistency
Module 3 - Governance, risk and safe use of AI
- Safe vs unsafe use (real scenarios)
- Privacy, accuracy and accountability
- Human-in-the-loop workflows
Module 4 - Reducing workload: reporting, summaries and internal workflows
- AI for reports, briefs, follow-ups
- Automating repetitive CX tasks
- Practical demos
Module 5 Making AI usable across teams
- Overcoming resistance
- Building confidence (non-technical users)
- Where to start (low risk use cases)
Module 6 - Real use cases across government
- CX, health, local gov, contact centres
- What worked vs what didn’t
Module 7 - Hands-on — Using AI tools for customer communication
- Using tools (e.g. ChatGPT / Copilot or others) to draft customer responses and messaging
- Prompting for tone, clarity and accuracy
- Reviewing, validating and correcting AI outputs
- Identifying and fixing inaccurate or inappropriate responses
Module 8 - Using AI for insights: feedback, complaints and sentiment
- Analysing customer feedback
- Identifying trends and issues
- Turning insights into action
Module 9 - Workshop: Apply AI to your own workflows
- Enquiries
- Communication
- Reporting
- Small group or guided activity
Module 10 - Action planning: embedding AI in your team
- Identify use cases
- Define guardrails
- Next steps
Reflections and Closing Remarks
Meet Your Facilitator
Russell Murphy
CUSTOMER AND PRODUCT TRANSFORMATION
Russ has over 20 years of experience in Public Sector and Customer and Product transformation, including retail fashion, financial service and non-profit. Russ held multiple roles for the NSW Government supporting the scale out of the Service NSW One Stop Shop and establishment of several of the Digital NSW State Digital Assets.
He led the remediation programs for substantial data privacy breaches in NSW government agencies, which led to the creation of ID Support NSW; oversaw the scale out of the Youthlinker Program supporting young refugees and led the creation of Tell Your Story Once in a Disaster application. Russ was the program delivery director leading the integration and scale out of 1,200 employees and rationalisation of 30+ legacy technology platforms during the establishment of the NSW Department of Customer Service.
Most recently he oversaw 7 products in Digital NSW, including the award-winning Hazards Near Me app, the Virtual Call Centre and Customer Payments Platform.
Register Today
Join this training for professionals working within the Public Sector
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