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Automation plays a significant role in administrative decision-making. In the right areas and with appropriate management, automated systems can provide business benefits such as improved consistency, accuracy and transparency of administrative decision-making and new service delivery options.

Technological advances have made it easier for agencies to make automated decisions. However, it is well recognised that automated systems have the potential to significantly impact the rights and privacy of individuals. Agencies need to find a balance between innovation and ensuring automation is used only where appropriate.

The key message for agencies is that the customer must be at the centre of our service delivery.

Automated system design needs to recognise that at the end of a process or decision is a person who can be affected, positively or negatively. The same community expectations of respectful treatment and fairness apply to automated systems as they do when a decision is being made manually. The structure of this guide reflects the areas that require particular care when developing and managing automated systems including:

  1. Guiding principles for assessing the suitability of automated systems.
  2. Ensuring compliance with administrative law requirements.
  3. Ensuring the design of an automated system complies with privacy requirements.
  4. Establishing appropriate governance of automated systems projects.
  5. Developing quality assurance processes to maintain continued accuracy.
  6. Ensuring the transparency and accountability of the system and its accompanying processes.
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