Home Affairs Begins Internal Dialogue on Adopting Three AI Technologies
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Quick Overview
- Home Affairs is investigating three categories of AI: assisted, embedded, and agentic.
- The emphasis is on starting conversations across the department regarding AI adoption.
- ServiceNow has been recognized as a platform for embedded AI functionalities.
- Resource prioritization and technology investment continue to be major challenges.
- Home Affairs intends to establish an incubator to experiment with AI use cases.
- The department is restructuring to more closely align data and AI capabilities.

Investigating the AI Landscape
During the ServiceNow Federal Forum in Canberra, Home Affairs’ CIO and first assistant secretary of digital delivery services, Matt Hay, presented the department’s concentration on three domains of AI: assisted, embedded, and agentic. The objective is to encourage a department-wide discussion to investigate the possibilities of these AI technologies.
Assisted AI
Assisted AI, featuring tools such as Copilot, is being evaluated for its ability to enhance productivity. By incorporating AI into everyday operations, Home Affairs seeks to optimize workflows and boost overall efficiency.
Embedded AI
Embedded AI focuses on utilizing AI functions within current platforms. Home Affairs leverages ServiceNow, a platform that includes integrated AI features, to improve security operations and other critical tasks. The challenge is to fully unlock the capabilities of these embedded AI systems.
Agentic AI
The department is also delving into agentic AI, although particular use cases are still under development. The priority is to devise a strategic framework for effectively utilizing this technology.
Laying a Foundation for AI Integration
Earlier this year, Home Affairs underwent a restructuring to bring data and AI capabilities nearer within their technology division. This reorganization aims to promote a cohesive internal conversation regarding the integration of AI and data.
Establishing an AI Incubator
Home Affairs is contemplating the creation of an incubator to experiment with AI use cases. This method would allow for a gradual implementation, demonstrating value before wider adoption.
Challenges in Technology Prioritization
Prioritizing technological initiatives poses a significant challenge for Home Affairs. With a varied portfolio, the department must balance resources across crucial areas, including trade, national security, and border security.
Resource Distribution
The department is reassessing its strategy for managing existing assets and systems. The focus is on efficiently distributing resources across a diverse suite of applications and platforms, taking into account both financial and cultural change management factors.
Conclusion
Home Affairs is in the early phases of adopting AI technologies, emphasizing assisted, embedded, and agentic AI. By nurturing internal discussions and restructuring to incorporate data and AI capabilities, the department aims to improve productivity and operational efficiency. Nonetheless, the prioritization of resources and technology investments remains a significant hurdle.
















