How ANZ agencies are scaling agentic automation to deliver real outcomes

Shan Sharma

Director of Process Excellence and Intelligent Automation at NSW Department of Customer Service

Clifford Heri

Director, Enforcement and Support Services at Department of Justice and Community Safety

Ian Dempsey

Director, Enterprise Sales at UiPath

Across Australia and New Zealand, agencies face a growing gap between rising citizen expectations and constrained workforce capacity. At the same time, new technologies are being developed at the fastest ever rate, making decision making on how to best future proof the agency almost impossible.

This on-demand session brings together public sector leaders to explore not just what’s changing, but what’s working now—including real examples of how agencies are improving service performance, embedding trust, and unlocking capacity through practical, scalable approaches to AI and automation.

Key discussion points

• From trends to action: What the 2026 agentic automation trends mean in practice—and how to prioritise for impact

• Real-world case studies: How Victorian Department of Justice and Community Safety and NSW Department of Customer Service are delivering measurable outcomes

• Scaling beyond pilots: How to move from fragmented use cases to platform-based, enterprise automation

• Governance you can defend: Embedding decision rights, auditability, and transparency into automated workflows

• Workforce impact: Using automation to reduce administrative burden and refocus teams on higher-value work