Building trust in AI – How the Australian Government can set the standard
By Travis Galloway, Head of Government Affairs at SolarWinds
Artificial Intelligence (AI) is revolutionising industries across Australia, from healthcare and finance to transportation and education. The public sector is no exception, with AI poised to make government services faster, more efficient, and more responsive to citizen needs. The technology is already making a significant impact in areas like law enforcement and social services. For instance, the Australian Federal Police is leveraging AI to analyse data more efficiently and deploy predictive policing tools to optimize resource allocation. In social services, AI-powered chatbots can assist veterans in accessing benefits and provide support to individuals seeking government services. These applications not only improve efficiency but also enhance accuracy and responsiveness in public service delivery.
But as these advanced technologies become a bigger part of how the government operates, it’s more important than ever to build —and keep — public trust. For the Australian government, leading the way with responsible AI use isn’t just about improving services; it’s about creating a foundation of transparency, accountability, and ethical integrity. This approach can give Australians confidence that these new digital tools are safe, reliable, and built with their best interests at heart.
Transparency: the foundation for trust
AI offers major benefits to the public sector, but public trust hinges on perceptions of its effectiveness, fairness, and privacy safeguards. AI, by its nature, challenges these perceptions: its complex algorithms can be opaque, its decision-making process impenetrable. When AI systems fail—whether through error, bias, or misuse — the repercussions for public trust can be significant. Conversely, when implemented responsibly, AI has the potential to greatly enhance trust through demonstrated efficacy and reliability.
A recent whitepaper by SolarWinds emphasizes the importance of trust as a cornerstone for successfully implementing AI in the public sector. To ensure that AI benefits the public while protecting individual rights and fostering accountability, the whitepaper encourages a new AI by Design framework with principles for utilizing AI ethically and effectively. One of these principles is Transparency.
Transparency is foundational to building and maintaining public trust in AI. It is critical that the public sector employ effective methods to certify AI processes remain visible and understandable to the public, ensuring that people know how decisions are made and why. Some of these methods include developing open data initiatives, where data used and produced by AI systems is made publicly available, or through regular reporting on AI’s performance and outcomes. These efforts help make AI easier to understand and show the government’s commitment to openness and accountability.
Adopting an effective observability strategy
A foundational way the Australian government can build trust in their AI initiatives is by adopting a strong observability strategy. Observability refers to the ability to monitor and understand a system based on the data it generates–it is a means by which all systems within an environment can express the health of their state. It provides in-depth visibility into an IT system, which is an essential resource for overseeing extensive tools and intricate public sector workloads, both on-prem and in the cloud.
This capability is vital for ensuring that AI operations function correctly and ethically. By implementing comprehensive observability tools, the public sector can track AI’s decision-making processes, diagnose problems in real time, and ensure that operations remain accountable. This level of oversight is essential not only for internal management but also for demonstrating to the public that AI systems are under constant and careful scrutiny.
Observability also aids in compliance with regulatory standards by providing detailed data points for auditing and reporting purposes. This piece of the puzzle is essential for public services that must adhere to strict governance and accountability standards. Overall, observability not only enhances the operational aspects of AI systems but also plays a pivotal role in building public trust by ensuring these systems are transparent, secure, and aligned with user needs and regulatory requirements.
The role of security and simplicity
Equally critical in reinforcing public trust are robust security measures. Protecting data privacy and integrity in AI systems is paramount, as it prevents misuse and unauthorized access, but it also creates an environment where the public feels confident about depending on these systems. Key security practices for AI systems in government services include strong data encryption, strict access controls, and thorough vulnerability assessments. These measures protect sensitive information and ensure the systems are secure from both external threats and internal breaches.
Even with these efforts, there will continuously be challenges in making sure AI builds, rather than erodes, public trust. The sheer complexity of the technology can make it hard for people to understand how it works, which can lead to mistrust. Resistance to change can also slow down the adoption of important transparency and security measures. Addressing these challenges requires an ongoing commitment to policy development, stakeholder engagement, and public education.
To navigate these challenges effectively, it’s paramount that agencies adhere to another pillar of the AI By Design framework: Simplicity and Accessibility. All strategies around implementing AI need to be thoughtful and need to make sense to all stakeholders and users. There needs to be a gradual build-up of trust in the tools rather than a jarring change, which can immediately put users on the defensive. Beyond the pace of adoption, regular engagement with citizens and interest groups is essential for understanding public expectations and concerns about AI, and the public services should adapt their AI strategies accordingly.
Setting the standard for ethical AI governance
For Australian government services, the journey towards effective AI governance is ongoing, calling for continual evaluation and refinement of AI strategies. Beyond meeting compliance standards, the Australian government has an opportunity to lead the way in establishing ethical and transparent AI practices in the public sector.
While AI has immense potential to improve public services, its impact on citizens can be complex. By committing to responsible AI practices, the government can set a high standard for transparency, fairness, and accountability, ensuring that the technology works for the benefit of all Australians.
