“Artificial intelligence (AI) is technology that enables computers and machines to simulate human learning, comprehension, problem solving, decision making, creativity and autonomy.” Source: IBM website
This month, we’re spotlighting Mike Stacey, Business Centre Manager, to explore how the Business Support team is harnessing AI to work smarter and deliver even greater value across ECC.
Did you know?
Business Support is a team of over 450 colleagues, providing essential administrative support to all teams across ECC, from social care and education, to transformation, trading standards, public health, and highways. To give you an idea of what we do, this includes running a valued reception service for our visitors, supporting thousands of meetings, processing essential data and providing finance support.
Which AI technology are you currently using in your area?
We’re currently focused on Copilot Chat, a form of Generative AI (GenAI). Copilot Chat helps us generate content like documents and summaries rather than it learning about us or making decisions for us. We’re always exploring other tools and participating in trials, but our priority right now is getting the most value from the technology available to us.
What benefits have you seen from using Copilot Chat?
Although we’re still early in our journey, the impact has been impressive. We’ve seen clear efficiency gains, especially in producing meeting minutes and summaries. We can also create standard documents (e.g. working principles, terms of reference), engaging Teams posts or recruitment adverts. Copilot provides content, ideas and suggestions very quickly. This enables us to focus on more important tasks. We are currently exploring 121 check-in’s, using transcripts to record and suggest actions, and enabling time to focus on quality conversations. This can then be extended to training plans from conversations and lots more. We even have a colleague that used Copilot to create an actual video from their requirements in a prompt. It was ironically about how they are using Copilot!
Beyond operations, we’re also seeing positive effects on wellbeing and equality, which is incredibly encouraging.
What have been the keys to success?
It’s all about collaboration. There are three key ingredients:
- Our Copilot Group – A dedicated group of volunteers who spend a few hours each week learning, promoting, and supporting Copilot Chat adoption across Business Support.
- Our wider BS colleagues – Their curiosity, engagement, and willingness to share results are driving real improvements.
- Leadership support – Our Head of Service, Sharon Harrington, sponsors these initiatives, giving us the space and encouragement to innovate and learn.
We’ve also launched a Copilot page on our team SharePoint site, which includes training, success stories, and testimonials to keep the momentum going - we hope to make this accessible to everyone in the future.
What are your next steps?
We recently surveyed our colleagues to understand their awareness of Copilot and preferred learning styles. We’re working closely with the IT Training team, and will be promoting ECC-wide Copilot training, as well as facilitating tailored sessions for Business Support. We’re also exploring Copilot Agents, which will open up further possibilities, including easy access to data via chatbots, and automations of basic processes. Importantly, we’re committed to sharing our journey, successes and lessons alike with you…because we are all learning together.
What are your top 3 tips for using Copilot Chat?
- Master the art of prompting. Good prompts lead to great results. Use the training resources to sharpen your skills.
- Always review the output. Treat it like a first draft from a stranger. Something might be incorrect, so check carefully.
- Be patient and persistent. It’s new tech for many of us. Like any skill, it takes time to master. Stick with it!
Final Thought
Business Support is proving that AI isn’t just a buzzword, it’s a powerful tool for transformation. With curiosity, collaboration, and leadership, we’re building a smarter, more efficient ECC.