Kent County Council can focus more resources on frontline service delivery after deploying Microsoft 365 Copilot

Kent County Council faces numerous challenges in delivering services, including resource and budget constraints, a growing population, complex resident demands and administrative burdens that reduce efficiency.

As part of its Digital Strategy 2024-2027, Kent County Council deployed 1,500 Microsoft 365 Copilot licenses, 6,500 Surface devices, and training to support the use and adoption of Copilot and enhance efficiency and services.

Kent County Council's digital transformation, featuring Microsoft 365 Copilot, has significantly boosted staff well-being and productivity, as well as improved processes within Integrated Children’s Services Business Support and Adult’s Business Support.

“Anyone who works at the council is aware that demands for services are growing and Central Government funding is forever tight. We need to change how we work in order to meet the demands that are being made of us – and AI is one of the main solutions.”

Chris Bell, Digital Project Manager, Kent County Council

Kent County Council, the largest local authority in England by population, serves 1,610,300 people and employs around 10,000 staff. It is dedicated to enhancing the quality of life for its residents and is actively leveraging new technologies, including Microsoft 365 Copilot, to realise this goal.

However, the council faces numerous challenges in delivering services, including resource and budget constraints, a growing population, complex resident demands and administrative burdens that reduce efficiency.

"Anyone who works at the council is aware that demands for services are growing and Central Government funding is forever tight,” says Chris Bell, Digital Project Manager at Kent County Council. “We need to change how we work in order to meet the demands that are being made of us – and AI is one of the main solutions.”

A person, sitting at a desk, working on a Surface device and smiling.

Kent takes a Microsoft-first approach

The council's pioneering digital transformation strategy aligns strongly with its commitment to its close partnership with Microsoft. That’s why the council was early to explore the potential of Microsoft 365 Copilot for its staff.

Phase one of the project began with deploying 600 licenses which quickly grew. Already, this has had a significant impact across Kent council-wide, generating extensive enthusiasm for the innovative technology.

“It was perfect timing,” reflects Emma Rudd, Head of Digital Transformation at Kent County Council. “Microsoft 365 Copilot was launched just as the digital transformation team were starting off.”

Chris Bell agrees, “I think Microsoft 365 Copilot was a natural fit for us because we're so heavily invested in Microsoft products. It made sense to trial and use a product that integrates so seamlessly with the applications we already know and use. And we can apply all the security and information governance tools already available to us with our Microsoft platform.”

People are at the heart of Kent’s digital transformation

The council’s investment in digital transformation is a testament to its dedication to employee wellbeing. By cutting down on repetitive and administrative tasks, Microsoft 365 Copilot alleviates stress and fosters a healthier work-life balance.

“On average, colleagues are reporting a ten to thirty minute efficiency gain every day from their use of Copilot,” reports Emma Rudd. Staff can now devote this time to more meaningful work.

This is especially true in the Integrated Children’s Services business support team, which had such success with Copilot that it warranted additional business support staff being included within the trial.

“A common complaint is that people feel like they spend too much time carrying out administration and not enough time working directly with people,” explains Emma Rudd. “The time given back to the ICS business support team through their use of Copilot to streamline administrative tasks can be usefully redirected.

The team now uses Copilot to take minutes during statutory meetings, reduce time spent on routine tasks, and streamline processes. As well as saving time daily, the efficiencies achieved using Copilot saved the council £500,000 in staffing costs by creating enough extra capacity to pause recruitment for 18 FTE posts, resolving a £500k overspend.

Copilot also supports inclusivity and accessibility for staff with digital accessibility needs, including dyslexia and ADHD, by offering personalised assistance and resources to help individuals manage their conditions effectively. Additionally, people with autism and arthritis, among other conditions, are also benefiting, demonstrating Copilot's broad support for diverse accessibility needs.

The Kent team is very keen that the council’s use of AI is both intelligently deployed and human-centred. Emma Rudd emphasises: “We didn't want to focus on the numbers when it came to this technology deployment. We want to focus on the benefit Microsoft 365 Copilot is having for staff and residents – the actual human impact.”

“On average, colleagues are reporting a ten to thirty minute efficiency gain every day from their use of Copilot. Staff can now devote this time to more meaningful work.”

Emma Rudd, Head of Digital Transformation, Kent County Council

Driving job satisfaction and inspiring innovation

The adoption of Microsoft 365 Copilot has delivered a tangible boost to the council’s culture of continuous improvement and innovation, inspiring employees to explore new ways of working and drive ongoing enhancements.

Employees using Copilot have reported higher job satisfaction, less stress and greater control over their workloads. It is also enabling the digital accessibility team to streamline communication and deliver more efficient support. For example, the team can use Copilot to rapidly provision needs assessments for staff with digital accessibility needs.

Emma Rudd confirms, “Staff are absolutely loving Microsoft Copilot. We plan to use our Copilot innovation as a recruitment and retention tool.” Of surveyed staff using Copilot, 85 percent would recommend Copilot to a colleague.

A pioneering partnership with Microsoft

The deployment was supported by workshops and demonstrations during Copilot Pioneer Days, where champions within Kent County Council hosted a day with Microsoft representatives on the use of Microsoft 365 Copilot.

During the first phase of deployment, the council established a Copilot Pioneer Community to foster a culture of collaboration and knowledge-sharing. This way, it found, employees are more engaged and motivated to explore new ways of working.

Emma Rudd reflects, "We were really fortunate to have Microsoft colleagues coming to Kent and showing our staff what the art of the possible is. It went down really well. We heavily invested in engaging with our staff – that probably was one of our biggest success factors.”

A person wearing a cream coloured vest and white shirt, working at a desk. Several monitors.

Deploying Surface devices to maximise the benefit of transformation

As part of the digital transformation, Kent County Council invested in a widespread deployment of Microsoft Surface devices. It rolled out 6,500 Surface devices to staff’s homes using a zero-touch and Windows Autopilot based deployment method, which was facilitated by modernising apps and integrating Modern Workplace features such as Microsoft Intune and Microsoft Entra.

The council's enthusiasm for the new devices has been evident and the well-executed adoption plan led to a noticeable drop in help desk calls, indicating a smooth transition and high user satisfaction. There is real excitement over the deployment: “People are raving about the devices, they have created a real buzz, with everyone eager to know when they'll get their Surface,” says Sverre Sverresonn, Chief Technology Officer at Kent County Council.

The adoption of Surface devices is driven in part by sustainability goals, including carbon accounting for products. The council has realised a reduced environmental footprint through its efficient device management and deployment practices. "The reduced carbon footprint of the devices was a key point of interest as was the commitment to six, then seven years of updates and life expectancy," explains Sverre Sverresonn.

The choice of Surface devices also supports the council's broader digital transformation goals by providing a robust platform for AI-driven applications.

Supporting continued innovation – including across other public sector bodies

Kent County Council now plans to harness AI-driven insights to champion data-driven decision-making, empowering teams to make informed choices based on real-time insights. This data-driven approach is a cornerstone of Kent’s vision to become a more agile and responsive organisation.

By embracing advanced AI technologies, Kent County Council is not only preparing for the future – it's shaping it, ensuring that it remains at the cutting-edge of digital innovation within the public sector.

Emma Rudd emphasises, "We believe in the power of shared knowledge. By sharing our experiences and insights, we can help other councils navigate their own digital transformation journeys and collectively improve public services across the UK."

Enhancing services into the future

Microsoft 365 Copilot is beginning to enable council departments to operate more efficiently, leading to faster decision-making and improved service delivery. For the people of Kent, this is resulting in more efficient and effective public services, ensuring that their needs are met promptly and with enhanced care.

Emma Rudd affirms, "This is about leveraging innovative tools to optimise our growth strategy for the Council's medium to long-term future, rather than focusing on cash flow savings that could impact our workforce."

As the council looks to the future, it remains committed to creating a more efficient and effective organisation and leveraging technology to deliver better outcomes for its residents.

“We're going to mirror the findings of the Integrated Children’s Services Business Support team because we know the benefits are there,” Emma Rudd continues. “We want to see that same level of enthusiasm, and success in all our departments.”

Copilot agents also feature in Kent County Council’s strategy moving forwards with the specialised AI assistants set to play a crucial role in streamlining processes and enhancing productivity.

“We have a dedicated project manager for Copilot agents to really understand how and where we can use them most effectively,” says Emma Rudd.

Kent County Council is continuing to collaborate with Microsoft to explore options of growing Copilot capabilities to further empower its workforce, streamline processes, and set a new benchmark for digital transformation in the public sector.

The council's dedication to improving services for its residents, supporting employee well-being and fostering a culture of innovation will undoubtedly lead to a brighter and more prosperous future for the entire community. By continuing to push the boundaries of what's possible with AI, Kent County Council can achieve even greater levels of efficiency, productivity and service excellence and make a difference to people’s lives.

“We were really fortunate to have Microsoft colleagues coming to Kent and showing our staff what the art of the possible is. It went down really well. We heavily invested in engaging with our staff – that probably was one of our biggest success factors.”

Emma Rudd, Head of Digital Transformation, Kent County Council