ChatGPT and Codex: A Revolution at Australian Payments Plus

A Technological Advancement for Australian Payments Plus

Australian Payments Plus (AP+), by adopting ChatGPT Enterprise and Codex, has significantly optimized its internal processes. These artificial intelligence tools enable teams to save time, improve the quality of their work, and resolve complex payment-related issues more quickly.

According to an internal survey, 77% of employees using ChatGPT save more than two hours each week. Additionally, 80% of them report a noticeable improvement in their creativity and the quality of their work. Thanks to Codex, functional simulations that previously took days or even weeks can now be built in just one day. The time required to investigate complex reconciliation issues has been reduced from four hours to just 30 minutes.

The Central Role of AP+ in the Payments Ecosystem

AP+ is a key player in the payments and identity infrastructure in Australia. The company supports products and services used daily by millions of people. AP+ teams are responsible for managing system rules, technical specifications, member obligations, operational processes, as well as cybersecurity and resilience. In this context, speed is crucial, but accuracy and accountability are even more important.

Employees often need to process vast volumes of technical information to make informed decisions and provide clear guidance to members. To facilitate this process, AP+ has introduced ChatGPT Enterprise, which helps employees navigate this complexity more effectively. Codex, on the other hand, emerges as an essential tool for workflows related to products, engineering, and technical aspects.

"With AI, the goal is not just greater efficiency, but also to help our colleagues give their best." — Steve Reid, Chief People and Culture Officer, Australian Payments Plus

Enhancing Technical Investigation

Codex plays a crucial role in technical investigation at AP+. For example, during a reconciliation case, teams used Codex to identify a subtle inconsistency in timestamps across system logs and reconciliation data. What previously took several days of manual investigation has been reduced to just a few minutes.

This use of AI demonstrates how technical teams can solve complex problems more efficiently in a demanding payments environment. AP+ is also exploring how Codex can support security teams in areas such as threat modeling, vulnerability analysis, alert triage, and visibility across interconnected systems.

Simplifying Payment Complexity

Before the introduction of ChatGPT Enterprise, finding the right information was often a slow and manual process for AP+ employees. They had to sift through system rules, technical specifications, and internal documents to answer a question or make progress in their work. In the payments field, a small detail can change the answer.

Now, AP+ teams use ChatGPT Enterprise to summarize complex materials, draft data-driven communications, and structure ambiguous problems. For instance, by using ChatGPT to navigate the specifications of eftpos and related documents, employees can more quickly identify the right starting point before proceeding to an expert review.

"ChatGPT helps our teams find the right specifications and documents faster, so they can respond to customer requests with more confidence, supported by an expert review." — Jason Backhouse, Chief Operations and Delivery Officer, Australian Payments Plus

Transforming Data into Decisions

AP+ employees use ChatGPT to transform raw information into structured outcomes more efficiently. Meeting notes become summaries, workshop contributions turn into decision materials, and dense design documents convert into solution overviews. Preliminary communications are clarified before being shared.

This synthesis process has always required a deep understanding of context, proper structuring, and adaptation of information for the target audience. ChatGPT reduces the time needed to obtain a useful first draft, allowing employees to focus more on judgment, clarity, and quality.

Rather than automating work, ChatGPT acts as a thinking partner, helping teams refine their messages, test their ideas, and eliminate ambiguity before sharing their work.

According to internal data from AP+, ChatGPT has helped 80% of employees become more creative or improve the quality of their work. Employees have also created over 300 custom GPTs and more than 1,000 projects, reflecting widespread adoption.

"By using ChatGPT, our teams can more quickly obtain a structured first draft, whether they are working from meeting notes, workshop outcomes, or complex documents. This gives people more time to refine their thinking and enhance their work." — Jo Pforr, Head of AI, Australian Payments Plus

Rapid Prototyping and Validation

In product development, AP+ teams use ChatGPT Enterprise and Codex to move from static prototypes to more functional product concepts. Previously, early-stage product testing often relied on clickable screens, showing what an experience might look like, but not how it would behave.

Today, teams can simulate payment journeys, mobile interactions, authentication flows, and payment experiences in environments that behave more like real systems. For example, AP+ uses Codex to build functional simulations in one day, compared to what previously took days to weeks.

This capability is crucial in the payments field, where customer behavior can vary based on timing, authentication prompts, device interactions, or transaction flows. By testing more realistic concepts earlier, AP+ teams can gather better feedback and reduce the risk of innovation before significant engineering investment is required.

"Our job is to reduce risk and make a better payment experience easier to achieve across the ecosystem. With AI, our teams can explore more ideas and validate or invalidate thoughts more quickly, which means we deliver faster." — Jason Backhouse, Chief Operations and Delivery Officer, Australian Payments Plus

Lessons for Leadership

AP+'s experience offers practical lessons for regulated organizations looking to deploy AI responsibly in daily work.

• Facilitate a secure pathway: AP+ has focused on providing secure and governed tools with appropriate access, allowing employees to experiment safely within clear boundaries.

• Make governance a launch partner: In a regulated environment, adoption depends on high-quality conversations between teams responsible for privacy, security, governance, and operational risk.

• Contextual learning: AP+ has found that AI adoption works best when employees see relevant examples from their own teams, rather than generic training.

• Change champions: AI champions help integrate use cases into existing team rhythms, reducing the need for additional meetings or standalone AI programs.

"AI creates the most value when employee-led innovation is supported by leadership-driven empowerment." — Steve Reid, Chief People and Culture Officer, Australian Payments Plus

Future Outlook

As ChatGPT Enterprise becomes an integral part of daily work and the adoption of Codex grows, AP+ is expanding the use of AI across product development, technical investigation, and member-focused workflows, while maintaining expert review and human accountability.

With OpenAI solutions, AP+ helps its employees move more quickly through complexity while keeping responsible adoption at the forefront.