A recent study reveals that UK government employees are experiencing a significant boost in efficiency thanks to the integration of AI tools, particularly those from Microsoft. The study, conducted by the Government Digital Service (GDS), found that civil servants are saving an average of 26 minutes per day by using Microsoft 365 Copilot for routine tasks. This time saving could free up roughly two weeks a year for other work.
The three-month trial involved 20,000 civil servants from various government organizations, including the Ministry of Justice, the Department for Energy Security and Net Zero, and departments overseeing welfare, pensions, and child services. These employees utilized Microsoft 365 Copilot for tasks such as drafting documents, managing emails, scheduling meetings, and creating presentations. Microsoft 365 Copilot provides generative AI assistance across Microsoft Office applications like Word, Excel, PowerPoint, Outlook, and Teams. It enables workers to accomplish tasks through a natural language chat interface, reducing reliance on manual processes.
UK Technology Secretary Peter Kyle shared the trial results at a keynote presentation at SXSW London. Kyle stated that "AI is changing the way government operates, helping us work smarter, reduce red tape, and make better use of taxpayers' money". Darren Hardman, CEO of Microsoft UK, commented, "AI is the most transformative technology of our time and we're already seeing its potential to reshape public service delivery". Hardman also noted the potential for "new levels of growth, efficiency, and innovation".
The study found that over 70% of users agreed that Microsoft 365 Copilot reduced the time spent searching for information and performing mundane tasks, while also increasing time spent on more strategic activities. The AI assistant was most frequently used within Microsoft Teams, with an adoption rate of 71%. While usage of Word and Outlook declined slightly toward the end of the experiment, Copilot Chat showed a small recovery after a brief dip.
An additional report from the Alan Turing Institute found that approximately 40% of public sector employee time could be supported by generative AI, which could further free staff from laborious tasks through automation. Youmna Hashem, a research associate in AI for public services at the Alan Turing Institute, emphasized the importance of embedding these technologies safely and responsibly, considering the complexities of public sector work.
The UK government believes that investing in generative AI technology can save £45 billion as part of its 'Plan for Change' initiative. This includes automating the delivery of services across the public sector and migrating service processing to cheaper online channels. The government aims to modernize the state and make public services faster, simpler, and more accessible across various sectors, including health and education.
Despite the overwhelmingly positive feedback, the study also noted some limitations. Concerns about security and the handling of sensitive data led to reduced benefits in some cases. Additionally, the AI tools had limitations when dealing with complex, nuanced, or data-heavy aspects of work. Some criticisms focused on the technology's shortcomings in handling nuanced or complex information and data.
