Enterprise AI, Digital Agent and Automation Opportunity Assessment

⁠⁠⁠Overview

The Department of Social Services (DSS) is seeking a suitably qualified supplier to undertake an enterprise-wide assessment of automation and digital agent opportunities and to develop a prioritised roadmap for implementation across the Department. The engagement will establish a quantified baseline of current processes, effort and return on investment (ROI), identify and assess Artificial Intelligence (AI), digital agent and automation opportunities, and provide evidence-based recommendations to support executive decision-making, benefits realisation and future investment planning.

Purpose

This procurement is necessary to provide DSS with a structured and comprehensive understanding of where AI, digital agents and automation technologies can deliver the greatest productivity, efficiency and service improvements. While opportunities exist across the Department, there is currently no consolidated enterprise view of potential initiatives, benefits and implementation complexity. Specialist expertise is therefore required to conduct enterprise-wide discovery activities, engage stakeholders, assess feasibility, quantify benefits, develop business cases and establish a prioritised pipeline of opportunities aligned to departmental objectives.

Objectives

The engagement will enable DSS to make informed investment decisions by providing a pragmatic roadmap, implementation plan and benefits framework covering short-term (next 6 months), mid-term (6 to 12 months) and long-term (12 to 24 months) opportunities. It will also support the rapid mobilisation of business areas, improve visibility of enterprise-wide opportunities, and strengthen the Department's readiness for current and future funding proposals.

Scope

The supplier will conduct an Enterprise AI, Digital Agents and Automation Opportunity Assessment to identify, assess and prioritise opportunities to improve business outcomes through technology. The scope includes:

• Current State Assessment (Phase 1): Review and document existing business processes, systems, pain points, inefficiencies and manual activities across relevant business areas
• AI, Digital Agents and Automation Use Cases (Phase 1): Identify and develop potential use cases for AI, digital agents (such as Microsoft Copilot Studio or equivalent) and robotic process automation technologies
• Prioritisation and Pipeline Development (Phase 1): Assess and prioritise opportunities based on benefits, risks, complexity and strategic alignment, and establish a pipeline of initiatives
• Execution of the Proposed Delivery Timeline (Phase 2): Structure business engagement to co-design detailed business requirements for the prioritised roadmap based on business value, to ensure a structured and achievable rollout
• Implementation Roadmap (Phase 2): Establish an implementation roadmap including key milestones, governance checkpoints and future investment recommendations to support sustainable delivery and continuous improvement
• Stakeholder Engagement (Phase 1 and Phase 2): Engage with Groups and Branches through workshops, interviews and consultation activities to identify, validate and prioritise opportunities
• Future State Design (Phase 1 and Phase 2): Develop high-level future state concepts that demonstrate how automation and digital agents could improve business processes and service delivery
• Opportunity Identification and Feasibility Assessment (Phase 1 and Phase 2): Identify and assess opportunities for automation and process improvement, including consideration of business value, feasibility, complexity, risks and dependencies
• Roadmap and Implementation Planning (Phase 1 and Phase 2): Produce a practical roadmap and implementation plan, including sequencing, dependencies and recommendations for future investment and delivery
• Briefing Material (Phase 1 and Phase 2): Development of briefing material, both written and presentations, as required

Deliverables

The supplier will provide:

• Current state assessment and process inventory
• Prioritised AI, digital agents and automation opportunity pipeline
• Future state concepts and use cases
• Practical roadmap and implementation plan, including sequencing, ROI and timeframes
• Co-design outputs supporting the detailed business requirements for the prioritised roadmap

Contract Terms and Conditions

This engagement will be costed across two phases.

Phase One, Discovery and Assessment (30 October 2026)

• Discovery and opportunity identification complete: 30 September 2026
• Practical roadmap and opportunity analysis completed: 15 October 2026
• Implementation plan: 27 October 2026
• Phase one completion date is used for the assessment and value-for-money review

Phase two is an optional component of this engagement and will only proceed if DSS elects to exercise the option following completion of Phase 1. The decision to proceed will be subject to DSS's assessment of Phase 1 outcomes, value for money considerations, budget availability and relevant approvals. Any Phase 2 activities must not commence until a formal contract variation has been executed by both parties.

Phase Two, Implementation (30 June 2027), Optional

• Delivery mobilisation complete: 30 November 2026
• Wave 1 quick-win opportunities: 31 December 2026
• Wave 2 delivery complete: 31 March 2027
• Wave 3 complete and ongoing delivery: 30 June 2027

Contractor Requirements

• Suitably qualified supplier with specialist expertise to conduct enterprise-wide discovery activities, engage stakeholders, assess feasibility, quantify benefits, develop business cases and establish a prioritised pipeline of opportunities