Civil servants save two weeks a year with AI, report

The findings are likely to bolster the government's broader campaign to modernise public services using the technology

Civil servants across the UK who embraced AI tools for routine administrative tasks reclaimed the equivalent of two working weeks annually, according to the findings of a government study released this week.

The results come as Keir Starmer's administration intensifies efforts to overhaul the public sector through advanced digital transformation.

Over 20,000 officials participated in a three-month trial using Microsoft's Copilot AI assistant, employing it to draft documents, summarise meetings, prepare reports and handle customer interactions.

On average, staff reported saving 26 minutes per day-time that government officials say could add up to significant efficiency gains across Whitehall.

"AI is changing the way government operates, helping us work smarter, reduce red tape, and make better use of taxpayers' money," said technology secretary Peter Kyle.

The findings are likely to bolster the government's broader campaign to modernise public services and achieve £45 billion in cost savings through digital reform.

The AI trial yielded particularly promising outcomes at departments such as Companies House, where Copilot was used to manage routine customer queries, generate draft responses and update public records.

Meanwhile, staff at the Department for Work and Pensions (DWP) used the tool to tailor advice for jobseekers.

According to the study, drafting documents and preparing presentations were the areas where the tool had the greatest impact, saving users 24 and 19 minutes per day, respectively.

Overall satisfaction was high, with 82% of participants expressing a desire to continue using AI tools beyond the trial.

However, the adoption was not universally effective with 17% of respondents reporting no time savings.

The trial is one piece of a larger AI push within the UK government. In January, officials unveiled Humphrey, a suite of AI tools designed specifically for civil servants to enhance productivity.

Future digital services for citizens are also in development, including a government services app, an AI chatbot, and a digital wallet for storing official documents like driving licences.

Parallel research released on Monday by the Alan Turing Institute, Britain's state-backed AI research body, found that up to 41% of tasks across the public sector could be supported by AI.

Teachers, in particular, stood to benefit most, with the potential to automate substantial portions of lesson planning.

Darren Hardman, CEO of Microsoft UK, said: "AI is the most transformative technology of our time and we’re already seeing its potential to reshape public service delivery. Whether that's DWP work coaches helping more jobseekers into work, local authorities improving social care for the most vulnerable in society or NHS clinicians with more time to see patients, the potential is profound. "

Despite the optimism, the rollout of generative AI in official settings is not without concern. Critics warn that the technology still presents reliability challenges. Errors, inconsistencies, and inappropriate responses from AI systems remain a risk, especially when deployed beyond strictly defined administrative tasks.

Other recent research by US and Danish academics found that chatbots saved 3% of users time, on average, but that did not necessarily translate into a boost in earnings or productivity.

More broadly, the government's decision to relax copyright laws in a bid to attract international AI investment has drawn sharp criticism from the UK's creative industries. Artists, authors, and rights holders argue that such moves could undermine intellectual property protections and damage homegrown cultural sectors.