Following multiple restructures, the Department faced a critical staffing shortage that left teams overwhelmed and struggling to meet operational demands. Employees were burdened with excessive workloads, leading to stress, burnout and a noticeable decline in job satisfaction. The lack of adequate tools and resources further compounded the issue, limiting staff’s ability to perform effectively. This placed significant pressure on the Department to maintain high-quality service delivery for all citizens despite operating with fewer resources and having a reduced workforce. This created an urgent need for a scalable, intelligent solution that could help staff work more efficiently without compromising quality or outcomes.

Terra Firma partnered with IT leadership to trial M365 Copilot within one small division of the Department. The goal was clear: explore how AI could alleviate workload pressures, improve decision-making and enhance productivity. The trial was designed to be hands-on, secure and data driven. This ensured staff could experience the benefits firsthand while maintaining responsible AI governance.

Over a six-month period, 100 staff collectively saved more than 15,000 hours using M365 Copilot, averaging 150 hours per person. The tool was used to automate routine tasks like drafting emails, summarising meeting notes and managing project updates. Integrated into existing systems such as email, chat and project management software, Copilot enhanced functionality and reduced time spent on repetitive work.

Staff reported significant benefits: 81% said they could complete tasks faster, while 78% felt they were more productive and efficient. The AI tool helped shift focus away from repetitive, low-value tasks, with 75% of users spending less time on mundane activities.

The use of AI effectively streamlined tasks and reduced manual efforts for users. This was particularly evident with 96% of staff agreeing that Copilot saved them time and 100% of participants said they would miss the tool if access were removed. These results highlight the tangible value of AI in enhancing productivity, reducing operational strain and empowering staff to work smarter.

This initiative proved that AI isn’t just a buzzword – it’s a practical solution to real problems. By integrating M365 Copilot into daily workflows, the Department was able to alleviate operational strain, improve staff wellbeing and unlock new levels of productivity. Ultimately, this wasn’t just about saving time, it was about transforming how work gets done using AI.