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The Accident Compensation Corporation (ACC) has emerged as a key advocate for incorporating artificial intelligence (AI) across New Zealand’s public services, following a successful trial of a generative AI programme. ACC is the first government agency to implement such a tool, reporting significant improvements in both the quality and speed of work during the trial.
The trial, which ran over the past year, involved 300 staff members using the AI-powered tool, which enhances productivity through smart suggestions, writing assistance, and data analysis.
According to internal reports, 80% of the users noticed improvements in their work. The tool also proved particularly helpful for staff with dyslexia, ADHD, or hearing impairments, as it offered features that supported better focus, content revision, and clearer communication in meetings.
The ACC’s efforts align with the government’s broader push to integrate AI into public services, with a focus on improving efficiency without compromising the privacy and intellectual property of users. The AI tool operated on a fixed dataset and did not gather or learn from user queries, which minimised privacy risks. ACC’s internal systems and sensitive client data remained separate from the AI, ensuring that privacy breaches were unlikely.
The trial’s success has drawn the attention of other government departments. An ACC ethics panel overseeing the project noted that as one of the few public agencies with a mature technology environment, ACC’s findings will help guide future AI integration in other sectors.
However, the introduction of AI into a government agency has not been without scrutiny. There were concerns about the potential conflict of interest with a private company providing the AI service to a Crown agency. However, the government’s chief digital officer, along with the chief privacy officer and the Office of the Privacy Commissioner, approved the trial.
Among the positive outcomes, the AI tool provided notable benefits to employee well-being. ACC staff with conditions like ADHD or hearing difficulties reported that the AI helped them stay focused and engaged during meetings. Similarly, those with dyslexia found the tool particularly helpful for editing and revising content, contributing to an improved work environment.
Despite its advantages, the AI tool is not without limitations. For instance, the tool does not support te reo Māori, New Zealand’s indigenous language. The AI’s attempts at translation were described as transliteration rather than proper translation, and the ACC recommended using certified human translators for more accurate results.
ACC’s investment in the trial included NZ$70,000 spent on contractors, though the agency did not disclose the costs associated with the licenses. While it remains unclear how much ACC will spend on Generative AI in the future, the early success of the trial has sparked interest across other public sector agencies and technology forums, as ACC openly shares its findings.
As AI integration in public services grows, ACC remains cautious about potential risks, especially around privacy and bias. The agency has implemented training for all users to ensure they ask relevant questions and thoroughly review AI-generated output. Spot checks and regular reviews are planned to monitor the use of the AI tool and mitigate any biases or errors in handling client information.
New Zealand is taking deliberate steps to leverage the potential of Artificial Intelligence, led by Science, Innovation, and Technology Minister Judith Collins. The government has introduced two key initiatives focused on increasing AI adoption in businesses and improving access to government services through cutting-edge technology.
ACC’s trial of the Generative AI platform marks a significant step in the use of artificial intelligence in New Zealand’s public services. While privacy concerns and language limitations remain areas for caution, the overall results show promise in enhancing workplace productivity and accessibility.
