AI cuts invoice processing time at Queensland injury agency
The National Injury Insurance Scheme Queensland has implemented a new technology platform to improve its injury claims process, resulting in significant reductions in manual tasks and processing times.
The agency, which provides lifetime treatment, care, and support for individuals with serious injuries sustained in motor vehicle accidents on Queensland roads, introduced the Appian Platform and its generative AI capabilities as part of its digital transformation efforts. The work was delivered in partnership with Roboyo, a consultancy focused on process automation and artificial intelligence solutions.
Automation and efficiency
According to information provided by the National Injury Insurance Scheme Queensland (NIISQ), the solution has achieved a reported nine-fold return on investment and reduced manual effort by up to 90%. Invoice processing times have fallen from several days to under 24 hours, with 100% accuracy in data extraction.
"The NIISQ Agency is committed to refining and enhancing the participant journey and better serving our community's needs," said Peter How, NIISQ's General Manager for Innovation and Delivery. "Working with Appian and Roboyo, we've successfully shortened a key process from five days to less than a day. We've also completely done away with a cumbersome 20-page document that used to require input from multiple departments. This transformation goes beyond mere automation; it's about redesigning our workflows to be smarter and more focused on our participants, making sure every action we undertake is truly beneficial to those we serve."
The new system uses Appian's generative AI tools alongside optical character recognition (OCR) technology to extract and process invoice data. Previously, the agency's accounts payable team spent more than a week each month performing manual invoice processing, which often led to delays for vendors and dissatisfaction among staff.
Following the rollout, the AI lab at NIISQ rapidly achieved fully accurate data extraction. Within the solution's first week of operation, a team member was able to learn the system in just ten minutes and process three times their usual daily invoice volume, according to the agency.
Staff collaboration
The project was driven by NIISQ's Director of Innovation, Vivienne Neilan, who worked with the AI Lab team and business stakeholders to identify invoice processing as a key opportunity for automation. In her view, the benefits became apparent soon after project commencement.
"Only days into the testing and experimentation phase, it was clear Appian's AI agents would deliver impactful results that would far exceed our initial improvement benchmark," Ms Neilan said.
The implementation used pre-configured Appian AI agents and focused on features designed for unstructured documents, enabling fast deployment. As a result, several accounts payable team members have shifted from data entry roles to work involving greater value for the organisation.
Describing internal responses to the project, Ms Neilan added: "Excitement from the AP team has been contagious across the business, showcasing a real AI use case which has helped to promote the opportunities AI can offer while dispelling some of the fear and uncertainty that can come with new technologies. The new system went live in December, representing one of NIISQ's fastest times to market from idea to implementation. This was thanks in part to the AP team's willingness to embrace change and lead by example, helping the wider team realise the benefits of GenAI."
Impact on service
Annually, NIISQ supports approximately 100 new participants who require lifelong care. The agency states that the technology upgrade has improved how it manages complex case journeys and ultimately participant care outcomes.
Robbie McLean, General Manager Business and Advisory Services at NIISQ, said, "This transformation has fundamentally altered our way of working. To the point where it is hard to recall how we operated without it before."
Dan Cooke, Chief Business Officer Australia at Roboyo, commented on the programme's outcomes for both efficiency and public purpose.
"This collaboration exemplifies how AI, when strategically embedded into workflows, can unlock far more than efficiency—it can reshape how public service organisations operate," said Dan Cooke. "Our partnership with NIISQ and Appian highlights how intelligent orchestration, rapid implementation, and human-centric design can drive scalable, lasting value."
The partnership between NIISQ, Roboyo, and Appian has supported the agency's aim to shift from manual processing towards more participant-focused work and set a foundation for further advancement in participant services.
Luke Thomas, Vice President Asia Pacific & Japan at Appian, said, "Appian is proud to be working with the NIISQ Agency and Roboyo to deliver tangible participant interaction improvements. Our iterative approach to development, which has seen over 80 deployments at NIISQ in the past two years, is a testament to our commitment to delivering incremental value. The Appian Platform has proven to be operationally resilient and secure, offering a cloud-based application that supports the NIISQ Agency and delivers a streamlined and consistent onboarding process."
