FEATURE
Before the contract had even been signed, Pope insisted that his team receive practical platform training.
The Commission has since put an IT Support Genie and License Optimisation Genie into internal production, creating a repeatable framework for deploying additional agents under established governance controls.
Pope also wants applications developed by FWC to provide reusable models for other public sector organisations.“ Build once, reuse infinitely,” he said.“ That’ s the idea.”
AI takes on hearing-room monitoring
One of the clearest examples of the technology’ s operational impact can be found across FWC’ s hearing-room infrastructure. The Commission operates around 59 purpose-built hearing rooms across Australia, supporting virtual conferences and physical hearings involving judges, lawyers, paralegals, applicants and respondents.
Around 50 hearings take place each day across Australian states and territories, making the availability of the underlying technology critical. A technical failure can potentially disrupt or delay proceedings.
Previously, FWC’ s ICT team had to access four separate portals to check the status of equipment. The process was largely manual, could normally be completed only once each day and created the possibility that problems developing later would remain unnoticed until reported by users.
The IT Support Genie now performs checks several times a day across the systems and produces a consolidated report identifying affected rooms, device problems, polling health and domain status.
“ We went from checking once a day across four different portals to running checks multiple times daily through a single agent,” said Kris Deep, Infrastructure Manager, Fair Work Commission.“ The Genie catches issues before our users do and that changes the entire dynamic for my team.”
The agent has also been applied to other routine ICT processes.
Provisioning overseas conditional access has fallen from around 30 minutes to five minutes, according to the Commission, while automated onboarding and offboarding can save between 30 minutes and an hour for each employee.
The system can also help diagnose connectivity problems by identifying competing device connections without requiring the ICT team to investigate manually.
Case reports cut from an hour to two minutes
FWC has also begun applying agentic automation closer to its core tribunal operations.
One of its latest agents was developed in a week to address the preparation of investigation reports.
Associates previously spent at least an hour retrieving information from multiple systems, including Microsoft Dynamics, then assembling the material manually. Individual cases could involve more than 30 files that needed to be downloaded and reviewed separately. www. intelligentcio. com
INTELLIGENT CIO APAC
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