Blab Tech
Australias Home Affairs Begins Structured AI Conversation, Focuses on Assisted, Embedded and Agentic Use Cases
When the Australian Department of Home Affairs opened its doors to the ServiceNow Federal Forum in Canberra on 12 February 2025, it set the stage for a national conversation about artificial intelligence.
Matt Hay, the department’s Chief Information Officer and first assistant secretary of digital delivery services, announced that the agency is launching a department‑wide dialogue on AI. He outlined a three‑fold focus—assisted, embedded and agentic AI—each representing a distinct way the technology can be woven into government operations.
Assisted AI, according to Hay, helps people perform tasks more efficiently. He cited Microsoft’s Copilot as a prime example and said the department is exploring how similar tools can boost staff productivity.
Embedded AI, he explained, refers to AI capabilities that are built into existing platforms. The agency already uses ServiceNow for security operations and other security‑related functions, and ServiceNow’s AI features come bundled. “We’re a ServiceNow user, it comes with AI capability. How do we want to unlock that?” Hay asked.
The third category, agentic AI, involves systems that can act autonomously. Hay said the department is investigating this area but did not disclose specific use cases.
This conversation is part of a broader effort that began earlier this year when Home Affairs restructured to bring data and AI capabilities closer to its technology group. Hay described an incubator model that would allow the department to test deliberate use cases, start slowly, prove value, and then scale successful pilots.
A key theme at the forum was prioritisation. Home Affairs manages a wide range of functions—from trade and cargo to national security, border control, emergency management, immigration, citizenship, transport security and multicultural affairs. Hay said demand for IT‑enabled change consistently exceeds the department’s resources and funding. “How do we prioritise effectively across different domains, which are really important to the country?” he asked.
Prioritisation is not only about new projects but also about managing existing assets and systems. The portfolio includes many platforms and applications, and the department is assessing which ones deliver the most value. Hay added that the challenge is also cultural and involves change management.
The AI strategy aligns with Home Affairs’ broader digital transformation goals. The department, established in December 2017, has absorbed responsibilities from several former agencies and now reports to Minister Tony Burke. Its mission includes protecting Australia’s borders, ensuring national security, and managing immigration and citizenship processes.
While the department has not yet released specific AI pilots, the announcement signals a formal start to a structured approach. The incubator model, prioritisation framework, and focus on assisted, embedded and agentic AI provide a roadmap for how Home Affairs intends to integrate AI across its operations.
At present, the department is in the early stages of defining use cases, building internal expertise, and aligning resources. No concrete AI deployments have been announced, but the conversation at the ServiceNow forum marks a significant step toward a coordinated AI strategy within Australia’s interior ministry.
The outcome of this initiative will depend on the department’s ability to balance competing priorities, secure sufficient funding, and develop clear governance for AI projects. As the conversation continues, stakeholders will likely monitor how Home Affairs translates its AI strategy into operational solutions that support national security, border protection and public service delivery.
Matt Hay, the department’s Chief Information Officer and first assistant secretary of digital delivery services, announced that the agency is launching a department‑wide dialogue on AI. He outlined a three‑fold focus—assisted, embedded and agentic AI—each representing a distinct way the technology can be woven into government operations.
Assisted AI, according to Hay, helps people perform tasks more efficiently. He cited Microsoft’s Copilot as a prime example and said the department is exploring how similar tools can boost staff productivity.
Embedded AI, he explained, refers to AI capabilities that are built into existing platforms. The agency already uses ServiceNow for security operations and other security‑related functions, and ServiceNow’s AI features come bundled. “We’re a ServiceNow user, it comes with AI capability. How do we want to unlock that?” Hay asked.
The third category, agentic AI, involves systems that can act autonomously. Hay said the department is investigating this area but did not disclose specific use cases.
This conversation is part of a broader effort that began earlier this year when Home Affairs restructured to bring data and AI capabilities closer to its technology group. Hay described an incubator model that would allow the department to test deliberate use cases, start slowly, prove value, and then scale successful pilots.
A key theme at the forum was prioritisation. Home Affairs manages a wide range of functions—from trade and cargo to national security, border control, emergency management, immigration, citizenship, transport security and multicultural affairs. Hay said demand for IT‑enabled change consistently exceeds the department’s resources and funding. “How do we prioritise effectively across different domains, which are really important to the country?” he asked.
Prioritisation is not only about new projects but also about managing existing assets and systems. The portfolio includes many platforms and applications, and the department is assessing which ones deliver the most value. Hay added that the challenge is also cultural and involves change management.
The AI strategy aligns with Home Affairs’ broader digital transformation goals. The department, established in December 2017, has absorbed responsibilities from several former agencies and now reports to Minister Tony Burke. Its mission includes protecting Australia’s borders, ensuring national security, and managing immigration and citizenship processes.
While the department has not yet released specific AI pilots, the announcement signals a formal start to a structured approach. The incubator model, prioritisation framework, and focus on assisted, embedded and agentic AI provide a roadmap for how Home Affairs intends to integrate AI across its operations.
At present, the department is in the early stages of defining use cases, building internal expertise, and aligning resources. No concrete AI deployments have been announced, but the conversation at the ServiceNow forum marks a significant step toward a coordinated AI strategy within Australia’s interior ministry.
The outcome of this initiative will depend on the department’s ability to balance competing priorities, secure sufficient funding, and develop clear governance for AI projects. As the conversation continues, stakeholders will likely monitor how Home Affairs translates its AI strategy into operational solutions that support national security, border protection and public service delivery.
