AI 'panic': Backoffice jobs cut - but not the expected roles

NZ Police has cut some back-office jobs - but not the roles that leaders said might be taken over by AI.

Documents show their Transcription Services team has feared that their jobs are at risk since 2024.

RNZ can now reveal police cut two dozen jobs in their file management unit last month, in a restructure in which more than 60 positions were disestablished, created or shifted.

Transcription Services has been largely spared from the job cuts, but is now subject to its own modernisation programme.

Its staff have talked about "panic" over job security since police began introducing AI tools to speed up investigations two years ago.

The manager of intercept and technology operations acknowledged this in March last year. "There was a recognition that automating English transcription could affect positions traditionally responsible for this work," said Stuart Mills in a report.

NZ Police rolled out another new tool from an American tech firm to transcribe interviews on Monday.

"We appreciate there has been some uncertainty about what the future of AI in the police will look like," police told RNZ on Tuesday.

People were still needed to transcribe accurate, quality statements - such as for court - said front-line file management and transcription services national manager Sarah Hutchings.

"Artificial Intelligence was not a factor of workforce reductions in this review."

'They will directly influence the size'

Police released a 100-page-plus restructure document dated July to RNZ on Tuesday. It followed consultations, and the job changes kicked in last month.

It showed police were aiming for a more nationally co-ordinated, flexible service that can "leverage digital and automation efficiencies".

"As these technologies become fully embedded, they will directly influence the size, structure, and skill mix of our workforce," the document said.

Hutching said the new tech would achieve clearer accountability and more efficiency.

"Those efficiencies were a result of the review, and financial savings were made. Those savings didn't come at the loss of any Transcription Services staff."

But the modernisation programme for Transcription Services "allows us to understand how we better use technology to be more efficient at our jobs", she said in a statement.

'May be some anxiety'

The Police Association has about 280 members in the restructured unit. It said AI came up in its talks with police about the changes.

Police earlier told RNZ: "We acknowledge there may be some anxiety from Transcription Services staff because these tools have been approved for use."

Police on Monday began using new AI from taser-maker Axon to transcribe many interviews. They had tested translation tool Whisper AI in mid-2024 on intercepted Chinese language phonecalls during the Auckland cult homicide investigation.

This year they have moved to add a second translation-transcription tool made by Facebook parent company Meta, as well as using new AI tools from European law enforcement to help with child exploitation investigations.

The PSA union said it had not been able to establish instances of consultation with police about the use of Whisper or any other AI transcription tools.

'Wider disquiet'

Police have said they take a considered approach to adopting new tech, taking into account operational need, risk, legal requirements and policy considerations.

However, when Transcription Services heard police in the regions were using Whisper in mid-2024, they voiced job fears and contacted the Police Association, reports and emails released to RNZ showed.

"There was wider disquiet across Service Group," an internal report said.

The alarm sounded again in early 2025 after a six-month trial of the technology that was blighted by officers breaking the safeguards around its use.

"Transcription staff raised concerns about the use of Whisper AI outside of the terms and conditions, perceived accuracy issues with the transcript, and CJSU [Criminal Justice Support Unit] having to take time away from their core business to check/reformat the transcripts produced by the tool."

A ban was imposed on transcribing English - and translating te reo Māori and Pacific languages - "not driven by concerns about technological risk, but rather by the potential impact on specific roles", said another report.

'It caused panic'

Whisper use was largely suspended for about six months.

When the leadership moved to reintroduce it, and to lift the ban on transcribing English, a Transcription Services manager emailed them: "Last time this happened, it caused a panic amongst our team and concerns over job security."

That prompted a senior staffer to complain that the High Tech Crime Group had "clearly" not done enough to alert transcription staff that Whisper was back.

Police said they had engaged with the Police Association before, during and after the restructure.

Association president Steve Watt told RNZ on Monday that police "reassured us that it was simply a trial and that no jobs were under threat as a result of the technology that they were introducing".

"Obviously, as that develops and evolves, that may change and it's just important that police keep us informed and up to date."