Scenario 5 – Gap in business buy-in
An agency's data science team developed an AI solution to search the internet and identify corporations that have provided information that may indicate questionable business registration. The data science team presented the PoC to the leadership team and the project stalled.
The leadership team was sceptical. They did not fully grasp how the model worked and were hesitant to trust an AI to support decision-making. The traditional methods were well-understood and provided a sense of control.
The business leaders were worried, and this was shown through a lack of trust, risk aversion and misaligned goals. Ultimately, a lack of a strong business case combined with general lack of understanding and trust meant the PoC was never given the green light for production.
Agencies should engage stakeholders early and often, and support transitions with clear change management strategies. Alignment with strategic priorities for senior leaders to champion and a clear governance structure for oversight and risk controls established from the outset contribute to the key learnings.
What worked well
- The PoC revealed a critical oversight: leadership did not understand the AI solution. This early discovery prevented costlier failures at scale.
- It emphasised the need for strong business case alignment as a core component of AI delivery.
Lessons learned
- Leadership scepticism, lack of understanding and misaligned goals halted progress despite technical capability.
- Traditional processes felt safer to the business, highlighting insufficient change management and communication about the AI solution's role.
- A compelling business case and early, deliberate trust-building are important for executive endorsement.
- Technical teams alone cannot carry an AI initiative – success requires business ownership and clear governance.