Source: PR Newswire
Appian announced that the National Injury Insurance Scheme Queensland (NIISQ) is building a digitally capable workforce using the Appian Platform and its generative AI (GenAI) capabilities. NIISQ supports individuals seriously injured in motor vehicle accidents on Queensland roads. They are developing participant-centred services, making data-driven decisions, and embracing new technology.
“The NIISQ Agency is committed to refining and enhancing the participant journey and better serving our community’s needs,” said Peter How, NIISQ’s General Manager for Innovation and Delivery. “Working with Appian and Roboyo, we’ve successfully shortened a key process from five days to less than a day. We’ve also completely done away with a cumbersome 20-page document that used to require input from multiple departments. This transformation goes beyond mere automation; it’s about redesigning our workflows to be smarter and more focused on our participants, making sure every action we undertake is truly beneficial to those we serve.”
NIISQ’s Director of Innovation, Vivienne Neilan, and her AI Lab team worked closely with business stakeholders to identify manual invoice processing as the critical opportunity for AI enhancement, supporting their goal to improve participant experiences. “Only days into the testing and experimentation phase, it was clear Appian’s AI agents would deliver impactful results that would far exceed our initial improvement benchmark,” Ms Neilan said.
“Excitement from the AP team has been contagious across the business, showcasing a real AI use case which has helped to promote the opportunities AI can offer while dispelling some of the fear and uncertainty that can come with new technologies,” said Ms Neilan. “The new system went live in December, representing one of NIISQ’s fastest times to market from idea to implementation. This was thanks in part to the AP team’s willingness to embrace change and lead by example, helping the wider team realise the benefits of GenAI.”
“This transformation has fundamentally altered our way of working. To the point where it is hard to recall how we operated without it before,” said Robbie McLean, General Manager Business and Advisory Services at NIISQ.
“This collaboration exemplifies how AI, when strategically embedded into workflows, can unlock far more than efficiency—it can reshape how public service organisations operate,” said Dan Cooke, Chief Business Officer Australia at Roboyo. “Our partnership with NIISQ and Appian highlights how intelligent orchestration, rapid implementation, and human-centric design can drive scalable, lasting value.”
“Appian is proud to be working with the NIISQ Agency and Roboyo to deliver tangible participant interaction improvements,” concluded Luke Thomas, Vice President Asia Pacific & Japan at Appian. “Our iterative approach to development, which has seen over 80 deployments at NIISQ in the past two years, is a testament to our commitment to delivering incremental value. The Appian Platform has proven to be operationally resilient and secure, offering a cloud-based application that supports the NIISQ Agency and delivers a streamlined and consistent onboarding process.”
Read the full article: https://www.prnewswire.com/apac/news-releases/niisq-transforms-injury-claims-journey-with-appian-ai-302485970.html
