Establishing trust in AI: How data maturity and problem-driven solutions empower the Australian Red Cross

Brett Wilson, CIO at the Australian Red Cross, shares how data maturity and problem-driven solutions are key to advancing AI responsibly in this CIO Edge interview.

He emphasises the critical nature of data governance, classification, and data quality, particularly in field operations where data inaccuracies could cause real-world harm.

Brett notes that the organisation has a variety of data sources developed over decades, requiring careful attention to identifying and protecting “crown jewel” data.

These crucial data assets, such as sensitive information related to children, must be managed to ensure that only data with clear business value is used for AI and other technological initiatives.

When discussing AI adoption, Brett points out that the Australian Red Cross takes a problem-centric approach rather than leading with solutions.

He shares an example of implementing an AI-assisted support bot, designed to offer 24/7 operational support, freeing up valuable time during emergencies.

The transformation over the past 18 months includes the rollout of several critical platforms, helping to create a “digital spine” or neural network that enables the organisation to better manage its operations, especially during crisis activations.

Managing organisational change effectively, particularly when it affects frontline workers, is also highlighted as a critical challenge in implementing new technologies.

Brett also touched on the challenge of managing AI’s “black box” effect, particularly when working with sensitive data.

To address this, the organisation is proceeding cautiously with smaller pilots and iterative testing to build trust in AI systems.

In response to concerns about hallucinations in large language models, Brett stresses the need for education and training to prevent over-reliance on AI outputs, emphasising that while AI can save time, human oversight is still necessary.

Looking ahead, he sees the CIO role evolving into a key driver of business outcomes, with technology becoming increasingly integral to the organisation’s mission.

Key takeaways:

• Data quality and governance: Both are critical for organisations like the Australian Red Cross, as poor data management can have real-world consequences, especially in field operations.
• AI adoption should be problem-driven: Focus on solving specific business challenges rather than introducing solutions without clear use cases, as demonstrated by their AI-assisted support bot.
• Trust in AI systems is built gradually: Through iterative pilots and human oversight, to ensure accuracy, particularly when dealing with sensitive or critical data.