Nobody calls Uber to ask where their car is. Nobody calls Amazon to check on a parcel. You can see exactly where things are, every step of the way. That same principle applies to every request an agency handles - grant applications, ministerial correspondence, FOI submissions, inter-agency referrals, or internal approvals. When requestors can't see where things are, they follow up. That follow-up is pure operational cost - and industry data shows over a quarter of inbound contact to Australian service organisations exists for exactly this reason.

This session makes the case for essential shifts every agency can make to eliminate avoidable demand and increase throughput - using workflow orchestration to compress fulfilment from weeks to moments by automating the handoffs, validations, and routing that currently consume staff time. Together, they deliver hard operational savings and dramatically expanded capacity without expanded headcount. We'll show why agencies building this orchestration layer today are best positioned to deploy AI as a genuine accelerant. You'll hear from Palmerston North City Council CIO Ryan Eames, on how they slashed delivery time for a high-volume, complex customer request from over a week to same-day.