Can AI help immigration services without making decisions?
About this episode
This episode discusses the redesign of immigration services through user-centered design and the role of AI without making decisions.
How do you redesign a public service used by people from almost every country in the world? In this episode of Transform Gov, Maeve Kneafsey speaks with Paul Rooney and Roshan Wijesinghe from the Department of Justice, Home Affairs and Migration about the Department’s digital contact centre for immigration services. This is a story about far more than technology. The Department was dealing with high volumes of applications, fragmented helpdesks, repeated queries, multiple languages, anxious users and staff under pressure. The response was not simply to “build a portal”. It was to redesign the service around users, staff, language, culture, trust and delivery. The conversation explores: Why the project was service-design-led, not technology-led How the Department moved towards a more joined-up applicant view Why translation is not the same as localisation How plain English, tone of voice and visuals helped make the service easier to use How personas helped the team understand both immigration applicants and internal staff How Microsoft Dynamics, automation and AI-supported tools are helping staff manage information and queries Why AI is not being used to make immigration decisions…
People in this episode
Host: Maeve Kneafsey
Guests: Paul Rooney, Roshan Wijesinghe
Mentioned in this episode
Organizations: Department of Justice, Home Affairs and Migration
Products: Microsoft Dynamics
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