How will Holo-Org improve citizen trust in APS services?

I’m Hiro Tanaka, a 41-year-old Japanese-Australian SES Band 2 Leader at Services Australia. My role is to ensure citizens trust our services, but last year’s 15% trust drop—due to 8-minute myGov query delays—had me worried. I feared Australians felt we weren’t there for them when they needed us.

That’s when I turned to Dr. Yuna Kim, Holo-Org’s Customer Support lead, whose investigative approach promised a solution. Yuna’s team used Holo-Org to augment myGov query responses, cutting times to 6 minutes. I’ll never forget the first time I saw it in action—Azure Functions handled everything, with 100% human oversight ensuring zero errors. Power BI dashboards showed a projected 15% trust increase, and I knew we were on the right path. Yuna’s focus on root causes meant we avoided risks like Robodebt, keeping us compliant with APS standards.

For APS staff concerned about trust, Holo-Org is our answer—it makes services faster and more reliable, showing Australians we care. I’m proud to be part of this change that rebuilds trust for all Australians.