Austrian social-services organisation: AI adoption as a process

At a large Austrian social-services organisation we have been supporting AI adoption for over a year. Not as a one-off project, but as an ongoing process: from workflows in energy advisory and a legal-information tool for the in-house lawyers to a four-part workshop series for key users.

1+ yearongoing support
10 → 60+key users pass on knowledge
350 emailsprocessed in the test phase
3 fieldsstrategy, technology, enablement

Situation

At a large Austrian social-services organisation we have been supporting AI adoption for over a year. Not as a one-off project, but as an ongoing process.

Before & after

BeforeFunding requests checked individually, manually
AfterAnalysis, checking and draft reply prepared

Approach

In energy advisory, funding requests came in by email, each had to be checked individually for eligibility. We built a workflow that analyses emails, checks documents and prepares draft replies. 350 emails processed in the test phase. Alongside it, a legal-information solution for the in-house lawyers that works more reliably than the common tools on the market. And a four-part workshop series in which around ten key users were trained, who pass the knowledge on to over 60 colleagues.

What we took away

Strategy, technology and enablement from a single source, over a longer period. The automation in energy advisory runs cleanly on the technical side; the fact that it isn't yet in live operation has less to do with the AI than with processes grown over years, with inconsistent formats and many intake channels.

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