156 Photo: Derby City Council Derby City Council's chatbots have managed more than 1.1 million queries from residents since they launched in 2023 such as Azure AI Search and Azure AI Document Intelligence extract key information stored in various government documents and multiple siloed customer relationship or case management systems to help government workers deliver accurate, personalised services in real time.” Several councils in the UK are already reaping the benefits of implementing Microsoft 365 Copilot to streamline and automate back-office processes and decrease the time employees spend on tasks such as transcribing meetings, drafting reports and creating presentations. For instance, Copilot enables every project manager in Buckinghamshire Council’s technical team to save an estimated 30 hours per month and is also empowering Torfaen County Borough Council to enhance service provision while achieving “fantastic time savings”. Similarly, Aberdeen City Council predicts it will generate a 241 per cent return on its Copilot investment in improved productivity and time savings, while decreasing operational costs by an estimated $3 million annually. Elsewhere, Qatar’s national postal service provider Qatar Post has worked with robotic process automation expert SquareOne to implement Microsoft Power Automate and Azure Cognitive Services to automatically complete more than 1,000 dispatch documents every day. According to Qatar Post, this has had a “massive” impact and led to “heightened efficiency and increased accuracy”, saving valuable time for all employees. Qatar Post has also saved its human resources team weeks of time by automating overtime activity reporting for nearly 1,000 employees. Meanwhile, lawyers at The Attorney General’s Office in São Paulo, Brazil, are using GPT-4 technology embedded in Azure OpenAI Service to review an average of 10,000 summonses and 80,000 subpoenas per day. The solution generates summaries and analyses of processes, helping lawyers to prepare appeals and decisions quickly. “Virtual assistants are game-changers for government workers,” says Basha. Purpose-built for accessibility To ensure virtual services are as accessible as possible to all members of the community, governmental organisations can develop them using technologies and solutions from Microsoft and its partners. All Microsoft products have built-in tools allowing users to customise the visual and audio experience by adjusting screen brightness, colour contrast, the size of the text, audio channels and multiple FEATURE
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