Artificial intelligence at DVA – supporting transparency, trust and better services
DVA is continuing to modernise its digital systems to better support veterans and families of veterans while ensuring strong safeguards remain in place around privacy, accountability and transparency.
As part of this work, we have recently updated our Artificial Intelligence (AI) Transparency Statement. This public document explains how AI and related technologies are used across the Department, and the governance arrangements that guide their use.
One area clarified in the updated statement relates to MyService, which uses AI capability for text analysis, including keyword matching. This supports the efficient handling of text-based information and helps staff work with information more effectively. The text analysis algorithm does not process any personal information.
Importantly, this technology does not make decisions about individuals. It is used as a supporting tool and always operates with appropriate human oversight. DVA staff remain responsible for decision making, and human review and accountability are central to all relevant processes.
DVA intends to commence a voluntary, consent- based trial of a Prototype AI Claims Document Reader in partnership with RSL Queensland in the first half of 2026. The prototype is designed to assist staff by quickly identifying relevant information in lengthy claims documents. All claims decisions remain with human delegates. The trial will require clear consent from participants to ensure that those who volunteer to participate understand:
- the purpose of the tool
- what information may be used during the trial
- how AI-enabled technologies may interact with information.
The trial will test the suitability of the tool to assist staff. The tool will not make decisions nor determine claim outcomes. Claims decisions will continue to be made by trained DVA delegates.
DVA does not use AI to make decisions without human involvement. This principle applies across all relevant systems and activities and is reinforced through governance arrangements, training, and ongoing oversight.
The Department is also strengthening internal capacity to govern and manage the use of AI. This includes improving how systems are understood, documented and overseen.
Through this work, DVA remains committed to using technology responsibly and transparently, in ways that support trust and deliver better services for the veteran community.
The AI Transparency Statement is a living document and will continue to be updated as technology, policy settings and system understanding evolve.