A Case Study in Public Sector Innovation

Executive Summary

This report examines Barnsley Council’s adoption of Microsoft CoPilot as a significant case study in the application of artificial intelligence (AI) within the public sector. The council’s strategic implementation aimed to automate administrative tasks, enhance efficiency, and empower its workforce across various departments. Key findings reveal a proactive approach characterised by a strong partnership with Microsoft, early adoption of the technology, and a comprehensive strategy for user engagement and support. CoPilot has been deployed across numerous departments, demonstrating notable benefits in areas such as social care, finance, legal services, and procurement. The council reports substantial time savings, particularly for frontline workers, and a high level of user adoption, with active efforts underway to measure and demonstrate a significant return on investment. A robust governance framework has been established to address ethical considerations and ensure responsible AI usage. While the implementation has been largely successful, the council has also navigated the complexities of integrating new technology and ensuring data security. The experience of Barnsley Council offers valuable insights and potential recommendations for other public sector organisations considering the adoption of similar AI-powered productivity tools.

Introduction: Context of Digital Transformation at Barnsley Council

Barnsley Council serves as the local authority for the Metropolitan Borough of Barnsley in South Yorkshire, England. Recognising the transformative potential of technology, the council has embarked on a comprehensive digital transformation journey, articulated in strategic documents such as “Digital Barnsley 2021 Onwards”  and the “Council Plan 2024-2027”. These strategies outline an ambitious vision to establish Barnsley as a leading digital town, enriching the lives of its citizens through modern and accessible digital experiences while fostering an environment conducive to business investment and employment. A core objective has been to optimise the use of technology as an enabler, delivering value to customers and maximising benefits for the town and its residents. This commitment includes modernising organisational infrastructure, expanding online service access, and leveraging technology to drive efficiency and improve service delivery. The council’s prior “Digital First” program, launched in 2018, further underscores its long-term commitment to modernising its IT infrastructure and fostering a digital-first culture across the organisation. This initiative has already yielded significant benefits, including improved data management, the adoption of paperless processes, and substantial annual savings. The council’s proactive stance on digital transformation provided a strong foundation for embracing innovative technologies like Microsoft CoPilot.

In recognition of its modernisation efforts, which included the implementation of Microsoft 365 Copilot, Barnsley Council was honoured as “Double Council of the Year in 2023”. This prestigious award highlights the perceived success of the council’s initiatives in modernising its operations and reducing administrative burdens, ultimately leading to improved job satisfaction and increased creativity among its staff. This early recognition signals the positive impact of the CoPilot implementation and its contribution to the council’s broader modernisation agenda. Microsoft CoPilot is a generative AI assistant designed to integrate with Microsoft 365 applications, aiming to enhance productivity by automating tasks, summarising information, and assisting with content creation. Its potential applications within a public sector context are vast, ranging from streamlining administrative processes to improving service delivery and empowering employees to focus on more strategic and citizen-centric activities.

Drivers and Objectives for CoPilot Adoption

A clear set of objectives drove Barnsley Council’s decision to implement Microsoft CoPilot to enhance organisational efficiency and improve employee experiences. A primary driver was the council’s ambition to leverage AI for the automation of routine administrative tasks, thereby boosting overall efficiency and empowering staff across various departments. This overarching goal reflects a strategic focus on streamlining workflows and freeing up valuable time that was previously consumed by repetitive and time-intensive activities. This focus on efficiency is particularly relevant in the context of increasing service demands and financial constraints many local authorities face. CoPilot was seen as a tool to help the council achieve more with its existing resources.

A significant objective was to specifically alleviate the administrative burden on frontline workers, with a particular emphasis on those in social care. The council recognised the substantial amount of time social workers spent on administrative tasks, which detracted from their ability to engage in direct client care. By implementing CoPilot, the aim was to free up social workers’ time, allowing them to dedicate more attention to the complex needs of individuals and families they support. Furthermore, the council anticipated a substantial return on investment (ROI) from its CoPilot implementation, with expectations of a 400% return. This ambitious financial goal underscores the council’s belief in the potential of CoPilot to deliver tangible cost savings and generate significant value for the organisation. This expectation was a key factor in justifying the investment in the technology.

Beyond efficiency and financial returns, Barnsley Council also aimed to position itself as a forward-thinking organisation by using CoPilot as a differentiator to attract and retain talented staff. In a competitive labour market, particularly for digitally skilled professionals, being an early adopter of innovative technologies like AI can make the council a more appealing employer. This strategic objective reflects an understanding of the importance of technology in creating a modern and attractive workplace.

Implementation Process and Scale

Barnsley Council adopted a strategic and phased approach to the implementation of Microsoft CoPilot, underpinned by a strong partnership with Microsoft. This collaborative relationship provided the council with access to Microsoft’s expertise, support, and insights throughout the implementation process. Recognising the potential of CoPilot early on, Barnsley Council secured a place in Microsoft’s early access program (EAP) in September 2023. This proactive engagement allowed the council to gain firsthand experience with the technology and understand its capabilities before widespread adoption.

Following a successful initial evaluation, the council demonstrated a significant commitment to CoPilot by rapidly scaling its pilot program. Starting with 300 licenses, Barnsley Council expanded its deployment to 2,000 licenses by January 2024. This ambitious rollout ensured that the majority of their staff had access to CoPilot, signalling a strong organisational belief in the tool’s potential to enhance productivity across various functions. The licenses were rolled out swiftly within a week, starting in late December and completing by the first week of January 2024.

To facilitate the successful adoption of CoPilot, Barnsley Council implemented a comprehensive engagement and support program. This included the early involvement of key stakeholders such as elected members, trade unions, and senior management teams. Demonstrations of CoPilot played a crucial role in showcasing the technology’s capabilities, fostering a shared understanding, and addressing any potential concerns about AI deployment. Regular interactive workshops were conducted to equip staff with the necessary skills to utilise CoPilot effectively. A key element of the support strategy was the creation of a dedicated “Copilot Flight Crew”. This network of over 150 internal champions fostered a collaborative environment where staff could share prompts, success stories, and best practices. A central team site served as a hub for ongoing training resources, ensuring that staff could continuously develop their AI literacy and maximise the benefits of CoPilot. This peer-to-peer support network fostered a sense of community and ensured the sustained sharing of knowledge gained from the CoPilot implementation. Barnsley Council also partnered with CPS, an implementation partner, who provided additional training, support, and resources to aid in the adoption process.

Barnsley Council CoPilot Implementation Timeline

Milestone	Date	Details
Secured place in Microsoft’s Early Access Program	September 2023	Early adoption of Microsoft CoPilot.
Pilot program expanded to 2,000 licenses	January 2024	Significant scaling of CoPilot access across the majority of staff.
License rollout commenced	Late December	Initial distribution of CoPilot licenses across the organisation.
License rollout completed	First week of January 2024	All 2,000 licenses issued to staff.
Launch event for children’s services professionals	July 2024	Event to embed the technology as standard practice in children’s services.

Departmental Use Cases and Applications of CoPilot

Microsoft CoPilot has found diverse applications across various departments within Barnsley Council, demonstrating its versatility and potential to enhance productivity in different operational contexts. Social care has emerged as a key area of focus, with CoPilot being utilised to streamline workflows and alleviate administrative burdens on social workers. Social workers are leveraging CoPilot to reorganise visit notes into accurate and categorised records, potentially saving hours of analysis. The AI tool can also rapidly summarise large case files when social workers take on new cases, highlighting crucial information and significant risk factors, enabling them to prioritise urgent interventions more effectively. One social worker reported that CoPilot has been “really useful for writing up calls, tidying up notes or doing minutes after a meeting and making all that a lot quicker,” freeing up mental space to focus more intently during meetings. Barnsley Council also intends to use CoPilot for creating social care training materials and for filtering through extensive datasets to ensure the accuracy and currency of records.

In the finance department, CoPilot has been instrumental in improving spreadsheet usage and assisting with macro debugging, enhancing the efficiency of financial operations. The procurement team benefits from CoPilot’s ability to answer qualifying questions, streamlining the procurement process and saving valuable time. Legal services are utilising CoPilot for document summarisation, allowing legal professionals to concentrate on more complex and strategic tasks rather than spending time on initial document review. The council is also exploring the potential for future integration of CoPilot with HR policies, aiming to streamline staff access to essential information and potentially replace complex intranet structures, making it easier for employees to find the resources they need. Furthermore, the communications and marketing team views CoPilot as a significant tool for enhancing their work, while the learning and development team appreciates how it frees them to focus on more creative endeavours, such as the development of engaging learning resources.

Examples of CoPilot Use Cases and Reported Benefits

Department/Role	Specific Task	Reported Benefit(s)	Snippet(s)
Social Care Workers	Reorganising visit notes, summarising case files	Saves hours of analysis, prioritises urgent interventions, reduces admin burden	11
Social Care Workers	Writing up calls, tidying notes, generating minutes	Makes tasks quicker, frees up mental space for better focus	12
Finance Teams	Spreadsheet usage, macro debugging	Improved efficiency in financial operations	8
Procurement Processes	Answering qualifying questions	Streamlined process, time savings	8
Legal Services	Document summarisation	Allows focus on complex tasks	8
Communications & Marketing	Content creation	Enhanced creativity and productivity	5
Learning & Development	Developing learning resources	Frees up time for more creative work	5
Staff Across Departments	Meeting transcriptions and minutes	Time savings, improved meeting efficiency	8
Staff Across Departments	General administrative support	Frees up valuable time	8

Impact and Outcomes: Measuring the Return on Investment

The implementation of Microsoft CoPilot at Barnsley Council has yielded significant positive impacts and outcomes across various aspects of its operations. Staff across different departments have reported considerable time savings in routine tasks such as meeting transcriptions, document summarisation, and general administrative support. For instance, one social worker reported saving approximately three hours by using CoPilot to summarise meeting minutes, which translates to more time available for direct engagement with families. This tangible reduction in administrative workload is particularly impactful for social care workers, allowing them to dedicate more time to the core aspects of their role, such as client interaction and support.

A key indicator of the success of the CoPilot implementation is the high level of user engagement. Data reveals that 70% of users regularly interact with CoPilot, and a significant number of staff have expressed a desire to retain their licenses, highlighting the perceived value and utility of the tool in their daily work. This positive user reception is crucial for the long-term sustainability and effectiveness of the initiative. Barnsley Council is actively measuring the return on investment (ROI) from its CoPilot deployment by diligently assessing improvements in productivity and reductions in costs. Specific metrics being tracked include reductions in agency staffing costs, efficiency gains in administrative processes, and overall improvements in productivity across various departments. The council’s overarching goal is for CoPilot to generate substantial cost savings that exceed its initial investment, and they are committed to demonstrating this ROI within the upcoming year. The expectation of achieving a 400% return on investment underscores the council’s confidence in the transformative potential of this technology.

Governance and Ethical Considerations

Barnsley Council has prioritised the responsible and ethical use of artificial intelligence by establishing a comprehensive governance framework for Microsoft CoPilot. A key component of this framework is the Ethics Board, comprising professionals from social care, housing, and technical fields. This board is tasked with addressing high-level ethical considerations related to AI adoption, such as obtaining informed consent and ensuring the security and privacy of sensitive data. The council has also enhanced its existing information governance policies with a specific addendum for AI-generated content. This crucial measure mandates that all content produced by AI tools like CoPilot must undergo thorough review and verification by a human before it can be utilised.

To ensure that staff are equipped to use AI responsibly, Barnsley Council provides ongoing user training and workshops. These sessions emphasise the proper application of AI tools and clearly outline the responsibilities of users regarding the outputs generated by AI. Recognising the varying levels of risk associated with different applications of AI, the council has implemented specific rules and protocols for data handling within CoPilot in high-risk areas, such as children’s social care. These tailored protocols are designed to safeguard sensitive information and ensure the well-being of vulnerable individuals. The council’s commitment to ethical practices is further underscored by its broader Code of Corporate Governance and established standards for its operational procedures, which likely inform its approach to the adoption and use of new technologies.

Key Elements of Barnsley Council’s AI Governance Framework

Element	Description	Snippet(s)
Ethics Board	Composed of social care, housing, and technical staff; addresses high-level ethical issues like consent and data security.	7
Enhanced Information Governance	Addendum to existing policy requiring human vetting of all AI-generated content before use.	7
User Training and Workshops	Ongoing training reinforcing proper AI use and user responsibility for AI outputs.	7
Risk-Specific Protocols	Specific rules for data handling within CoPilot in “high-risk areas” such as children’s social care.	7

Successes and Challenges Encountered

Barnsley Council has experienced notable successes through its proactive adoption of Microsoft CoPilot. A significant achievement has been the substantial improvement in efficiency and productivity, particularly in administrative tasks that previously consumed considerable staff time. The reported time savings across various departments underscore the tangible benefits of the technology in streamlining council operations. The positive impact on social care workers is particularly noteworthy, as the reduction in their administrative burden has allowed them to dedicate more time and focus to direct client care, which was a primary objective of the implementation. The high rate of user adoption and the positive sentiment expressed by staff towards CoPilot further highlight the success of the initiative. The desire among many staff members to retain their CoPilot licenses serves as a strong endorsement of its value and usability. The council’s recognition and receipt of awards for its innovative use of technology, including the “Double Council of the Year” award, further validate the success of its digital transformation strategy and its leadership in adopting AI within local government.

While the implementation has been largely successful, Barnsley Council has also navigated certain challenges. Ensuring robust data security and establishing effective governance frameworks were identified as key considerations from the outset, particularly given the sensitive nature of the data handled by the council. The council proactively addressed these concerns through the establishment of an ethics board, enhanced information governance policies, and ongoing user training. Integrating CoPilot seamlessly with the council’s existing systems and workflows also presented certain complexities, requiring careful planning and execution. The council’s strategic partnership with Microsoft and the involvement of their implementation partner, CPS, played a crucial role in overcoming these technical challenges.

Future Plans and Potential for Expansion

Barnsley Council has ambitious plans to further leverage the capabilities of Microsoft CoPilot and expand its impact across the organisation. A key focus for the future involves deepening the impact of CoPilot by revisiting specific service use cases. This will allow the council to refine its methods for measuring the return on investment and build a compelling business case for continued investment in the technology. The council also intends to broaden the adoption of CoPilot across all service areas, ensuring that more staff can benefit from its productivity-enhancing features. To facilitate this expansion, Barnsley Council plans to provide further support and training to staff, ensuring a smooth integration and comprehensive understanding of CoPilot’s functionalities throughout the organisation.

Looking ahead, Barnsley Council aims to unlock the full potential of CoPilot by exploring advanced integration with the wider Microsoft suite. This includes leveraging connectors and data lakes to empower managers with the ability to directly query data through CoPilot and Power BI, enhancing data-driven decision-making across the council. Additionally, the council is investigating the integration of CoPilot with HR policies, which could streamline staff access to important information and potentially replace complex intranet structures, improving internal communication and efficiency. While acknowledging the complexities of integrating technology outside of the Microsoft suite, the council is actively exploring solutions to further enhance the utility of CoPilot within its broader IT ecosystem.

Conclusion: Key Learnings and Recommendations

Barnsley Council’s experience with the implementation of Microsoft CoPilot offers valuable lessons for other public sector organisations considering similar AI-powered productivity tools. The council’s success underscores the importance of strong leadership support and proactive engagement with all stakeholders, including staff, trade unions, and senior management, from the outset. A comprehensive training and support program, such as the “Copilot Flight Crew” initiative, is crucial for fostering user adoption and ensuring that staff can effectively leverage the technology. Establishing a robust governance framework that addresses ethical considerations, data security, and user responsibilities is paramount for ensuring the responsible and trustworthy use of AI.

A phased approach to implementation, starting with pilot programs and scaling based on demonstrated success and user feedback, can help mitigate risks and ensure a more effective rollout. Clearly defining the objectives for AI adoption and establishing measurable metrics for tracking the return on investment are essential for demonstrating the value and impact of such initiatives. Based on Barnsley Council’s journey, other public sector organisations should consider focusing on initial use cases that address areas with high administrative burdens, such as social care. Prioritising comprehensive user training and ongoing support is vital for maximising adoption and realising the full benefits of AI tools. Finally, establishing clear ethical guidelines and governance structures from the outset will help ensure the responsible and beneficial application of AI technologies within the public sector.