Surrey Heath Borough Council is a champion of digital innovation on an exploratory journey to integrate AI into its operations.
Overview
Despite its size, Surrey Heath Borough Council, a non-metropolitan district council in southeast England, is a champion of digital innovation. Having successfully implemented several digital technologies in the past, the council is now on an exploratory journey to integrate Artificial Intelligence (AI) into its operations. Recognising the potential of AI to improve service delivery and streamline operations, the council is committed to understanding and leveraging this technology, even in the face of budgetary constraints.
This case study was compiled based on a discussion with senior staff members at Surrey Heath: James Rutter (ITC Manager), Sally Kipping (Head of HR, Performance and Communication) and Stuart Field (ITC Manager). The case study details the council’s early exploration of AI, specifically Microsoft Copilot.
For a small council like Surrey Heath, it is essential that every technology investment demands a clear return on investment. The council’s leadership recognises the potential of AI to transform operations, but they must balance financial responsibility and identify practical applications within the organisation.
"We're committed to continuous improvement in our use of technology," says Sally Kipping, Head of HR, Performance and Communications. "However, building a strong business case for AI is challenging, especially with our budget constraints. We need to pinpoint areas where AI can demonstrably add value, whether by enhancing resident services or tackling financial hurdles – ideally achieving both."
Echoing this sentiment, James Rutter, acknowledges the importance of AI but underscores the need for caution. "AI is still in its early stages," he explains. "While we can't afford to ignore it, we are very aware that residents, staff and users may need reassurance about the use of AI and taking unsubstantiated risks isn't an option. We need a measured approach to explore its potential benefits."
Exploring AI
To begin their AI exploration, Surrey Heath Council has strategically targeted a few applications. Leveraging two Microsoft Copilot licences issued to senior IT staff, the council has initiated a low-risk experiment to assess AI's potential value within the organisation. This initial phase focuses on testing Copilot's capabilities in specific areas: summarising emails, generating draft policy documents based on prompts and notes, and creating presentations from short instructions. Through this controlled exploration, the council hopes to pinpoint where AI can bring the most significant benefits.
Initial tests with Copilot have been promising, particularly the intelligent meeting recap feature and the ability to summarise lengthy email threads. These features demonstrate the early value of AI integration, even before a full-scale rollout.
While Surrey Heath is excited about the potential of AI, they're taking a thoughtful approach to Copilot adoption. The council wants to ensure a smooth and successful integration, so they're carefully considering factors like training needs, organisational readiness and return on investment.
"Innovation is one of our core values," James Rutter explains regarding their measured approach with Copilot licenses. "However, we prioritise strategic implementation. Unlike larger councils, we have to be mindful of resource allocation. By starting with a limited group of users, particularly within management, we can closely monitor the impact and build a strong foundation for wider adoption in the future."
Continuing Surrey Heath’s AI journey
The council has identified several promising areas where Copilot can enhance productivity based on initial testing. They plan to gradually expand the number of Copilot licenses as part of their ongoing exploration. Licenses will be distributed strategically to the wider management team, with continued monitoring to ensure a successful and measurable rollout across the council.
While Copilot offers a range of exciting possibilities, the council acknowledges its limitations. As James Rutter explains, "One example might be to use AI for minute-taking. However, whilst AI can accurately transcribe meetings, it currently struggles with context and nuance, which are essential for capturing meaningful minutes."
Surrey Heath Council is clear about Copilot's role as a tool working with staff to empower and support them. The goal is to leverage Copilot's capabilities to enhance productivity and reduce administration to free up valuable time for employees to focus on more meaningful and strategic tasks to increase services to residents and increase role satisfaction.
Surrey Heath’s vision extends beyond Copilot. They're exploring a strategic migration of their Content Management System (CMS) to SharePoint and OneDrive. This move would not only unlock deeper integration with Microsoft products like Copilot, but also generate cost savings by streamlining existing subscriptions.
Looking ahead, Surrey Heath Council is actively seeking to learn from the expertise of the Local Government Association (LGA). They're particularly interested in understanding how other councils are approaching AI governance, exploring different implementation strategies, and identifying areas with the highest impact. The LGA offers valuable resources, including the regular AI Network, which convenes every six weeks to delve into various AI themes. This forum allows councils to consider diverse aspects of AI adoption and deployment.
To further enhance knowledge sharing, the LGA has recently launched a dedicated Microsoft Teams channel for councils to exchange key documents and ideas. Additionally, we have established a new AI practitioners’ network specifically for advanced AI users working on innovative AI applications.
Paving the way for district councils
Surrey Heath Council's exploration of AI showcases the diverse approaches within the local government sector. This case study exemplifies how smaller councils can strategically experiment with AI without straining resources. By collaborating with peers and learning from fellow councils, they aim to integrate AI for operational efficiency and resident benefit.
Surrey Heath's journey provides valuable insights for other smaller councils considering AI adoption. Their approach underscores the importance of thoughtful planning, financial prudence, and collaborative learning.