In this interview with ADAPT’s Byron Connolly, ServiceGen’s Dr Ian Oppermann talks about shifting attitudes toward AI and what is shaping adoption across sectors.

The challenges of moving from pilot to production

Large government agencies remain hesitant to scale AI due to risk-averse cultures and past failures, says ServiceGen Co-Founder Dr Ian Oppermann.

He notes that pilots often begin strongly with small, motivated groups, but support fades when organisations confront the broader implications of scaling. “A pilot takes place with a small group of people all willing to do it and getting great results,” he says.

“When you begin to walk through the risks and broader considerations involved in scaling up an organisation, people very often lose the appetite quite quickly.”

SMEs take a different path.

They “jump in and try new things,” using AI to stay nimble and competitive.

Scaling becomes difficult in larger organisations when greenfield AI capabilities must integrate with a “complicated tangle of systems,” alongside mixed internal attitudes and unclear ROI cases that leave many projects stuck at pilot stage.

Ethical considerations in sensitive sectors

AI shows strong promise in healthcare to reduce administrative load and improve patient outcomes, but Oppermann says ethical and governance issues remain significant barriers.

“Healthcare is about helping people, particularly those in a vulnerable position. What is done and how it is done really matters.”

He points to examples like AI-driven cameras in aged care or automated voice agents calling patients at home. Labour savings may be “quite phenomenal,” but technology must respect dignity and choice.

“You may feel that you’re not worthy of being spoken to by a human, and instead you get this next best thing, an AI,” he says.

Leaders in the sector remain cautious as they weigh privacy, comfort, and the importance of keeping humans in the loop.

Read our full conversation with ServiceGen’s Dr Ian Oppermann for deeper insight into the risks, ethics, and organisational dynamics shaping Australia’s AI adoption landscape.

Contributors
Dr. Ian Oppermann Co-Founder at ServiceGen
Dr. Ian Oppermann is co-founder of ServiceGen, helping governments accelerate digital service delivery. He is also an Industry Professor at the University... More

Dr. Ian Oppermann is co-founder of ServiceGen, helping governments accelerate digital service delivery. He is also an Industry Professor at the University of Technology Sydney (UTS) and member of the board for multiple deep technology start-ups.

From 2015 until 2023, Ian was the NSW Government’s Chief Data Scientist helping transform the way NSW understands and uses data and AI. Ian has 30 years experience in the ICT sector and has led organizations with more than 300 people, delivering products and outcomes that have impacted hundreds of millions of people globally.

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Byron Connolly Head of Programs & Value Engagement at ADAPT
Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and... More

Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and Value Engagement.

Prior to joining Adapt, he was the editor-in-chief at CIO Australia and associate editor at CSO Australia. He also created and led the well-known CIO50 awards program in Australia and The CIO Show podcast.

As the Head of Programs, Byron creates valuable insights for ADAPT’s community of senior technology and business professionals, helping them reach their organisational and professional goals. With over 25 years of experience, he has a passion for uncovering stories about the careers and personal philosophies of Australia’s top technology and digital executives.

When he is not working, Byron enjoys hot yoga, swimming, running, and spending time with his family.

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