Robin Denton, Author at Microsoft Industry Blogs - United Kingdom http://approjects.co.za/?big=en-gb/industry/blog Wed, 30 Apr 2025 12:54:09 +0000 en-US hourly 1 How AI and intelligent agents are transforming local government  http://approjects.co.za/?big=en-gb/industry/blog/public-sector/2025/04/29/how-ai-and-intelligent-agents-are-transforming-local-government/ Tue, 29 Apr 2025 16:56:45 +0000 Discover how AI and intelligent agents are already transforming local government, from streamlining social care case notes to enhancing contact centre support and more.

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]]> In recent conversations with local government customers, I’ve seen growing interest in agent-based AI – driven by the real impact it’s already having across councils. AI is streamlining complex processes, supporting residents and freeing up staff to focus on what matters most. 

These technologies aren’t on the horizon – they’re in use today. The examples below show how AI, and agents in particular, are delivering results and helping councils provide smarter, more compassionate services. 

Streamlining case notes in social care

At a recent AI Roadshow in Bristol hosted with our partner Advania, one council shared how they’ve been using a solution called Echo, co-developed with Microsoft and five other local authorities. Echo enables social workers to have conversations with vulnerable citizens without pausing to take notes. The system records, transcribes, summarises, and formats the conversation to match the case management system. 

It’s already making a difference – freeing professionals to focus on people rather than paperwork. The underlying language model is tuned to reflect lived experience, and with 10 more councils now joining phase two, the solution is being made available across the sector via our Local Government GitHub repository. 

Breaking down language barriers

Language is often a barrier to access. That’s why Microsoft is piloting Translator Pro in several councils. It enables two people to converse in their native languages, with Translator capturing, transcribing and translating the exchange in real time – presenting the translation on a screen while reading it out in the receiver’s native tongue. 

It also logs the entire exchange for follow-up or case management. Early feedback shows it’s already improving service accessibility and cutting down on delays caused by language gaps. 

Simplifying complex SEND processes

Creating an Education, Health and Care Plan (EHCP) is a time-consuming process involving multiple data sources. In one of the most powerful agent-based AI use cases, councils are simplifying the process by using a command-and-control model with specialised agents: one pulls case data, another scans policy, another suggests relevant services, and a central agent compiles a first draft of the EHCP. 

With review agents in place, the case worker remains in control, but the workload is significantly reduced. It’s a compelling example of how agents can handle complex, high-stakes workflows. 

Automating procurement workflows

In one council, an agent now handles purchase order processing. It extracts key details, checks them against policy, and recommends whether to approve payment. What used to take hours now happens in minutes – with staff still making the final call. 

This automation removes repetitive admin, improves accuracy and gives procurement teams more time to focus on strategic work. 

Speeding up contact centre support

Another council is using an agent to support contact centre staff. Trained on a 700-page housing repairs manual, the agent provides instant answers to frontline staff handling resident calls – saving them from digging through dense documentation. 

This cuts call times and enables quicker resolution, improving both staff efficiency and resident experience. 

A trailblazing “front door”: Basildon Council’s AI journey 

I recently joined a UK Authority webinar with leaders from Basildon Council to discuss how the council is working with HSO to transform its resident experience through AI. For example, common service requests – such as missed-bin reports – are now automatically handled via an intelligent portal that provides updates and reduces the need for follow-up contact. 

This AI-powered system has freed up capacity to focus on complex, high-impact cases. The council has already delivered £2 million in savings, while also working to unify data sources through Microsoft Fabric to better predict demand and support broader service reform. Read more about Basildon Council’s AI initiative. 

Looking ahead 

These are just a few of the many live examples where AI and agent-based models are helping councils rethink how they work. You can explore more in Microsoft’s new report, Agents of Change, which discusses, among other benefits, how agentic AI is helping reduce staff burnout and transform public services.

From social care to procurement, translation to SEND support, these tools are enabling better, faster, more responsive services – and ultimately, improving lives. 

If you’re a public servant who would like to learn more, connect with peers and co-create with support from Microsoft, I encourage you to join us at the next Innovation and Collaboration Forum. 

Find out more

Read the blog: Driving innovation in the UK public sector with AI

Download the Agents of Change report

About the author

Portrait photo of Robin Denton Director of Local Public Services at Microsoft UKRobin has 20 years of experience working with Microsoft and local public services, and has deep expertise in the local government and housing sectors. His technology background helps align emerging tech with sector priorities, driving innovation in services and resident outcomes. He has worked on many shared services and unitary council mergers, and is passionate about using AI and reform to modernise processes. Robin currently leads Microsoft UK’s Local Public Services team, driving transformation across the sector.

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]]> Driving innovation in the UK public sector with AI    http://approjects.co.za/?big=en-gb/industry/blog/public-sector/2025/02/06/driving-innovation-in-the-uk-public-sector-with-ai/ Thu, 06 Feb 2025 09:20:22 +0000 Discover how AI is transforming the public sector, with key insights from Microsoft's AI Public Sector Roadshow at the Met Office in Exeter.

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]]> In autumn 2024, the Microsoft AI Public Sector Roadshow was hosted at the Met Office in Exeter, and I was privileged to deliver the keynote. As part of our AI Regional Series, this event brought together senior leaders from across the public sector to explore how AI is revolutionising service delivery and tackling some of the most complex challenges faced by society today. 

With the South West emerging as a vibrant tech hub, our Exeter stop was a fitting location to showcase AI’s transformative potential. 

Exploring the AI opportunity 

In my keynote, I discussed the immense opportunity AI presents to the UK public sector. Studies suggest that AI adoption could save the UK £17 billion by 2035. I highlighted real-world applications, from NHS clinicians detecting cancers earlier to local councils reducing air pollution, underscoring the need for bold leadership to embrace these technologies. 

A man standing in front of a podium with a large screen on the wall

Beyond financial savings, I emphasised how AI is enabling public servants to refocus on their core mission – serving citizens more effectively, while setting new standards in efficiency and innovation. 

The South West itself is a model of regional innovation. With over 18,000 tech companies and an annual tech investment of £454 million, it demonstrates how local initiatives can drive national impact.  

The Met Office’s pioneering work is a prime example. Using Microsoft Azure’s supercomputing-as-a-service, the Met Office optimises weather predictions, helping communities better prepare for extreme weather and supporting climate resilience.  

Richard Bevan, CTO at the Met Office, shared intriguing insights into how AI, including the groundbreaking Fastnet prediction tool, is transforming weather forecasting. Developed in partnership with the Alan Turing Institute, Fastnet leverages AI to refine temperature predictions and bridge gaps in oceanic data – a vital resource for tackling climate change.  

Richard also highlighted recent adoption figures for Microsoft Copilot at the Met Office.

“With Microsoft Copilot saving an average 27 minutes daily per user, we can focus more on the higher-value tasks.”

Richard Bevan, CTO, Met Office

This suggests the powerful role AI can play in not only improving operational efficiency but also enhancing productivity in the sector. 

Nurturing AI readiness and innovation 

The event also featured a thought-provoking panel discussion with leaders such as Professor Kirstine Dale (Chief Data & AI Officer at the Met Office), Dr John McCormick (CCIO at NHS Devon ICB) and David Baker (Head of Automation and Technology at Shropshire Council). 

Together, they explored pressing topics like information governance, accessibility and workforce skilling. Kirstine’s observation that “it’s all about people and communication” resonated deeply, reminding us that successful AI adoption centres around empowerment and requires keeping citizens and employees at the heart of every decision. 

Equipping public sector professionals with the skills to harness AI was another recurring theme. My colleague Paul Griffiths, Public Sector Skills Lead at Microsoft UK, shared data highlighting that 75% of workers are already using AI tools.  

As Paul noted, however, significant gaps in readiness remain. This underlines the importance of skills initiatives, such as LinkedIn Learning and TechHer. LinkedIn Learning has to date empowered over 80 million learners globally with AI-related skills, while TechHer helps women across the UK gain technical skills to advance their careers. This Microsoft programme has trained nearly 4,000 women in government to date, and you can register your interest for TechHer 2025 today. 

Looking ahead, the role of AI in the public sector is clear. From clearing NHS backlogs to making cities more sustainable, AI has the potential to reimagine how services are delivered. However, realising this vision requires robust infrastructure, strong governance and a commitment to empowering public servants with the tools and training they need to succeed.  

How is your organisation preparing for AI adoption? I’d love to hear your thoughts on how AI is transforming public sector services. 

Find out more

About the author

Portrait photo of Robin Denton Director of Local Public Services at Microsoft UKRobin has 20 years of experience in Microsoft and local public services, with deep expertise in the local government and housing sectors. His technology background helps align emerging tech with sector priorities, driving innovation in services and resident outcomes. He has worked on many shared services and unitary council mergers, and is passionate about using AI and reform to modernise processes. Robin leads Microsoft’s Local Public Services team, driving transformation across the sector.

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