Artificial Intelligence (AI) Transparency Statement

This statement sets out the Department of Veterans’ Affairs (DVA) approach to the safe, responsible and ethical adoption of artificial intelligence (AI) technology in accordance with the Digital Transformation Agency’s (DTA) Policy for the responsible use of AI in government.

Our Approach to AI

DVA is modernising its technology systems to ensure veterans and their families receive timely, accessible and high‑quality services. This includes exploring opportunities to improve and streamline services through the safe and transparent adoption of AI technologies.

We recognise that AI is a rapidly evolving technology with the potential to enhance operations and service delivery. We will engage with AI carefully, transparently, and in ways that build trust across the veteran community and our workforce.

Robust AI Governance

DVA’s AI Policy sets out principles, risk‑management approaches and approval processes to guide AI investigation, evaluation and implementation. Our governance approach aligns with Australian Government policies, frameworks and industry best practice.

All DVA staff undertake mandatory training on AI fundamentals, privacy and data protection.

Under the DTA Policy for the Responsible use of AI in Government, DVA ensures that AI use:

• is appropriately governed, with arrangements that evolve as technology and policy mature
• is intentional, safe, responsible, and promotes accountability and transparency
• maintains stakeholder trust, particularly within the veteran community

DVA has established an AI Advisory Board, comprising government representatives, technical experts and a representative from veterans’ organisations, to support consultation, safety and oversight of AI initiatives and this transparency statement.

Consultation with the Veteran Community

DVA is committed to transparent engagement with the veteran community about how AI is considered and used. Consultation occurs through existing mechanisms such as:

• DVA website
• Social media
• Vetaffairs
• Defence publications & transition seminars
• Advocacy Training and Development Program (ATDP) newsroom articles  
• Deputy Commissioner mailing lists (State Ex Service Organisations (ESOs) and fee-for-service advocates)  
• National Consultation Framework (National ESOs) comprising  
  • Ex-Service Organisation Round Table (ESORT)  
  • Female Veterans and Veterans’ Families Policy Forum  
  • National Aged and Community Care Forum (NACCF)
  • Operational Working Party (OWP)
  • Younger Veterans - Contemporary Needs Forum (YVF).

This engagement ensures that AI initiatives reflect community expectations and contribute to improved outcomes and services for veterans and their families.

Adoption of AI in DVA

DVA adopts the Organisation for Economic Co-operation and Development (OECD) definition of AI.

An AI system is a machine-based system that, for explicit or implicit objectives, infers, from the input it receives, how to generate outputs such as predictions, content, recommendations, or decisions that can influence physical or virtual environments. Different AI systems vary in their autonomy and adaptiveness after deployment.

DVA currently has AI technology deployed for:

• Statistical modelling and horizon scanning using machine‑learning algorithms to support data analysis
• Writing clarity tools to support spelling, grammar and punctuation checking
• Microsoft 365 Copilot Chat for research, idea generation and writing assistance, with DVA‑specific safeguards ensuring no data is shared with public large language models
• AI‑enabled website search, which only has access to publicly available information
• Semantic Text Analysis to interpret unstructured MyService responses provided by DVA clients when submitting claims, with staff always retaining responsibility for analysis and decisions relating to claim outcomes.

DVA is also trialling AI tools:

• Microsoft 365 Copilot (licensed version) consistent with other Commonwealth agencies
• GovAI platform capabilities to support claim processing, without using veteran personal data, and always with human oversight
• CLIKChat, an internal chatbot that summarises information from three publicly available government sources - Consolidated Library of Information and Knowledge, Department of Veterans’ Affairs and Repatriation Medical Authority. It does not access veteran records or personal data and does not make decisions or recommendations.

DVA is developing a trial of a voluntary, consent based, Proof of Concept Claims Document Reader AI tool. The prototype document reader has been built by DVA within the GovAI Platform. A proposed trial will use a clear consent model to ensure trial participants who volunteer to participate in the trial understand the purpose of the tool, what information may be used during the trial and how AI enabled technologies may interact with information. The trial will test the suitability of the tool to assist staff. The tool does not make decisions or determine claim outcomes. Claims decisions will continue to be made by trained DVA delegates. 

For more information about the usage of AI in government and the domains in which they apply, please see Artificial intelligence in government. 

Simpler forms of basic computer validation and task automation

DVA computer systems also support employees and decision-makers with basic validation and task management, which can include some basic automation. These types of activities are governed by other arrangements and are outside the scope of the Policy for the responsible use of AI in government.

DVA does make use of basic computer-assisted task management to support the efficiency of its service delivery and decision-making processes in line with general principles of administrative decision-making. 

DVA does not and will not use AI to make decisions without appropriate human oversight - ‘human in the loop’ is a guiding principle.

Compliance

As part of our adoption of AI technology, DVA ensures compliance with relevant legislation, including the Archives Act 1983 (Cth), Freedom of Information Act 1982 (Cth), and the Privacy Act 1988 (Cth), DVA’s Privacy Policy, and compliance with relevant Veterans’ Affairs law. 

For more information about the laws relevant to support for veterans and their families, please visit the DVA website. For additional detail about all legislation administered by the department, please visit the Federal Register of Legislation. 

Review and Contact

DVA meets mandatory requirements of the Policy for the responsible use of AI in government and has designated an AI Accountable Official (October 2024). The designation of a Chief AI Officer is currently being formalised.

For enquiries about the DVA AI Transparency Statement or about our adoption and usage of AI, please contact us at AI@dva.gov.au.