Tech in Gov 2025: Legacy Monsters Defeated
Tech in Gov 2025 has wrapped up — and the Legacy Monster has officially been defeated.
This year we brought something new to our booth: the Legacy Monster claw machine. Over two days, hundreds of attendees stepped up to the challenge, testing their skill (and luck) to win prizes. There was plenty of laughter, friendly competition, and a few hard-fought victories.
The Legacy Monster represented the outdated systems and manual workarounds holding so many public sector organisations back. Seeing people “defeat” it was a great conversation starter about how we help teams tackle those challenges through our Jidoka approach — automation with a human touch that makes continuous modernisation possible.
Check out our LinkedIn to see some more photos of the event!
Beyond the Booth
Did you get a chance to see Dr Eban Escott’s presentation or panel? If not, here are some highlights.
Jidoka – Automation with a Human Touch
Dr Eban Escott also delivered a Tech Talk on Jidoka, a principle first popularised by Toyota that means “automation with a human touch.” Traditionally, Jidoka describes how machines detect errors, stop processes, and allow people to solve root causes—ensuring people remain central to quality.
Key points from his talk:
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Three phases of automation: humans first create the
example, machines reproduce it, and finally, machines alert humans when quality is breached.
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AI and ambiguity: a phrase like “The
chicken is ready to eat”
highlights how context is critical, and why human oversight is essential in AI-driven automation.
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AI across the phases:
- Phase 1 – AI can help generate outputs, with humans ensuring quality.
- Phase 2 – AI can speed up automation, while maintaining consistency.
- Phase 3 – an independent AI can monitor as a risk-aware quality agent.
- Phase 1 – AI can help generate outputs, with humans ensuring quality.
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WorkingMouse example: our Local AI generated code,
ChatGPT reviewed it, and after iterative refinement the AI confirmed it was 100% correct.
The result? Jidoka reimagined for the age of AI: humans and machines working side by side to deliver reliable high-quality outcomes. You can read the full blog post about it here.
The Future of CX in the Public Sector
Our panel brought together leaders from government and tech to explore how automation and AI can reshape public sector customer experience (CX).
Where to Start
“Start small, but don’t think small.” – Kate Barnes, Executive Director, Customer and Digital Experience, Solar Victoria
Quick wins can include:
- Translation tools to reach more communities
- Chatbots for simple payment queries
- Keeping human oversight for sensitive or complex cases
Building Trust
“AI is a huge opportunity — but benchmark it against human reasoning.” – Dr Eban Escott, Founder and CEO, WorkingMouse and Codebots
- Always disclose when AI is used
- Give customers a choice — don’t force AI-only interactions
- Keep services safe, accurate, and up to date
Risk and Oversight
“Use AI to find the problem, but keep people in the loop for action.” – Scott Newman, Enterprise Solutions Architect, Devonport City Council
Safer uses include translation without a human translator and automated information retrieval without direct action.
Unlocking the Value of Data
“Data is a treasure chest — open it, and you unlock limitless possibilities.” – Dr Eban Escott, Founder and CEO, WorkingMouse and Codebots
- Break down silos in legacy systems
- Ensure data sovereignty
- Explore Retrieval-Augmented Generation (RAG) and MCP for interaction
- Use ETL to connect ERP systems and migrate into databases for AI use
Measuring What Works
- Map customer journeys and run voice-of-the-customer surveys – Kate Barnes
- Test multiple AI systems and integration approaches early – Dr Eban Escott
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Audit transcripts to build confidence – Karen Gallagher, General Manager, Strategy and CX, Healthdirect
Australia
- Analyse logs and even use AI to assess AI – Scott Newman
The takeaway? Automation and AI can transform CX in the public sector — if we:
- Start small but aim high
- Build trust through transparency
- Keep human oversight in the loop
- Unlock and connect our data
- Adapt quickly to accessible AI tools
- Measure success with real evidence and customer feedback
Thanks to everyone who joined us at Tech in Gov, whether you stopped by the booth, attended the panel, or listened to Eban’s talk, we hope you had as great a time as we did!
