A government-wide trial of Microsoft 365 Copilot in the UK has revealed substantial productivity benefits, with civil servants reporting an average daily time saving of 26 minutes when using the AI-powered tool. The findings, published in June, by the Government Digital Service (GDS), offer the most comprehensive public sector evaluation to date of generative AI integration into office workflows.
Conducted from September to December 2024, the trial involved 20,000 civil servants across 13 government departments, including HMRC, the Department for Work and Pensions, and the Ministry of Justice. Participants used Copilot in applications like Word, Outlook, Excel, and Teams, with usage data and feedback collected centrally by GDS.
The experiment focused on understanding whether AI tools like Copilot could improve efficiency, reduce time on routine tasks, and increase job satisfaction. According to the final report, over 70% of users said the tool allowed them to focus on more strategic tasks by reducing the time spent searching for information and handling repetitive administrative duties. Notably, 82% said they would not want to return to pre-Copilot workflows.
Adoption was high throughout the three-month period, with 83% of licensed users remaining active. Teams and Outlook saw the highest daily usage, especially for communications, while document drafting in Word and presentation creation in PowerPoint led to the greatest time savings—up to 24 minutes per day.
Despite the positive results, challenges emerged. The tool struggled with complex or nuanced tasks, particularly in policy and HR contexts, and some users expressed concerns about security, accuracy, and overreliance on AI. Satisfaction varied by profession and grade, with middle-level staff reporting the highest gains. Civil servants with accessibility needs also noted Copilot’s benefits, calling it a significant support tool for dyslexia and dyspraxia.
The report emphasizes the need for continued training and change management as Copilot and its features evolve. Departments that invested more heavily in user support saw greater benefits, underlining the importance of upskilling and strategic rollout plans.
GDS concluded that while Microsoft’s Copilot is not a standalone solution, it represents a meaningful step toward modernizing UK’s public sector operations through responsible AI deployment.
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