In this CIO Edge session, CareSuper CTO Simon Reiter shares how APRA and ASIC guardrails shape AI pilots, training, and trust at scale within the organisation.

The fund runs two parallel streams: one focused on governance, ethics and standards, and another exploring practical use cases surfaced through an internal AI think tank.

Staff identify more than 140 opportunities, many relating to efficiency, member engagement and investment analysis.

He stresses that value comes from solving real problems, not from chasing technology.

Caresuper pilots internal knowledge bots, AI‑supported member‑service workflows and enhanced investment research.

Adoption varies across teams, but usage is monitored through an AI dashboard that tracks tools, models and activity.

Co‑pilot is the most widely used platform, while specialist teams also use models like Claude and ChatGPT.

To build trust, the organisation invests heavily in change management.

Executives and managers complete deep‑dive AI training, and internal sessions help staff understand use cases and reduce fear about job impact.

Simon says successful scaling depends on strong data quality, integration capability and clear identity management.

Agents must have distinct identities so their actions can be tracked, audited and reviewed like human performance.

Moving from pilots to production also requires mature governance, robust processes and ongoing evaluation.

He emphasises that AI should free people from low‑value tasks so they can focus on complex work that improves member value, service quality and organisational velocity.

 

Key takeaways:

  • CareSuper approaches AI with strong governance first, ensuring ethics, compliance and regulatory alignment before deploying any agentic tools.
  • AI adoption grows through people‑focused change management, with executives and teams trained early so staff feel confident, informed and supported.
  • Scalable AI depends on foundations, including clean data, robust integration, and clear identity management so every agent’s actions can be tracked and reviewed like a human contributor.
Contributors
Simon Reiter Chief Technology Officer at CareSuper
Simon is an award-winning CIO with over 25 years of experience driving enterprise technology strategy and transformation across financial services, public sector,... More

Simon is an award-winning CIO with over 25 years of experience driving enterprise technology strategy and transformation across financial services, public sector, education, healthcare, construction and legal sectors. Recognised as one of Australia’s Top 50 CIOs, Simon is known for leading complex technology modernisation programs, post-merger integration, and digital uplift initiatives that deliver measurable business outcomes. Simon consistently transforms ICT functions into high-performing, strategic business enablers aligned to growth, compliance, and member value.

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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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