- 20,000 civil servants took part in a government-led trial using genAI to support their daily work
- For 3 months AI was used to draft documents, summarise meetings, streamline consultations and more
- Government pushing to save £45bn to create a “lean, modern state” (£36bn for simplifying and automating delivery, £4bn for migrating service processing online and £6bn to reduce fraud and error with digital compliance solutions)
- Government rolling out digital tools like the GOV.UK App, Chat, and Wallet, and tackle outdated legacy systems
The recent “landmark trial” conducted within the public sector found that using generative AI such as Microsoft 365 Copilot to assist with everyday tasks – including drafting documents, summarising lengthy emails, updating records, and preparing reports – saved users an average of 26 minutes per day, equating to nearly 2 weeks of time saved per year per person, delivering a significant productivity boost when scaled across the public workforce.
At Companies House, staff use Copilot to handle routine customer queries and speed up tasks like drafting responses and updating records. At the Department for Work and Pensions, work coaches are using it to personalise advice for jobseekers – helping them get faster, more tailored support.
Technology Secretary Peter Kyle highlighted the findings in a keynote discussion at SXSW London today, where he joined former Prime Minister Tony Blair to discuss reimagining government and public service delivery in the age of AI.
Commenting on the results he said:
These findings show that AI isn’t just a future promise – it’s a present reality. Whether it’s helping draft documents, preparing lesson plans, or cutting down on routine admin, AI tools are saving civil servants time every day. That means we can focus more on delivering faster, more personalised support where it really counts.
As we deliver our Plan for Change, we’re backing innovation like this to boost productivity and growth – not just in the private sector, but in public services too. AI is changing the way government operates, helping us work smarter, reduce red tape, and make better use of taxpayers’ money.
Darren Hardman, CEO, Microsoft UK said:
AI is the most transformative technology of our time and we’re already seeing its potential to reshape public service delivery. Whether that’s DWP work coaches helping more jobseekers into work, local authorities improving social care for the most vulnerable in society or NHS clinicians with more time to see patients, the potential is profound.
As a strategic technology partner to the UK government, we have an amazing opportunity to help improve both the quality of the services people receive and the way they access them. This could unlock new levels of growth, efficiency, and innovation for the country.
The government’s Microsoft 365 Copilot experiment shows what’s possible when people are empowered with the right tools: 26 mins per day (almost 2 weeks per year) less time on admin, more time delivering what matters. And the really exciting part is, this is just the beginning.
A DWP Work Coach involved in the trial said:
Using Copilot, I was able to help a self-employed customer – Customer X – revitalise her small business. Together, we created tailored social media posts to boost her online presence and used AI to identify cost-saving opportunities. Within a week, she’d secured 7 new client bookings. She’s now using Copilot to streamline admin and manage bookings – freeing up time to grow her business. It’s a powerful example of how AI can deliver real results for the people we support.
