Department for Work and Pensions research finds AI assistant reduces time spent on routine tasks, with users reporting improved work quality and job satisfaction.
The Department for Work and Pensions (DWP) has published research showing that Microsoft Copilot saves civil servants an average of 19 minutes per day on routine tasks, according to a study comparing users with a control group of non-users.
Productivity Gains Vary by Task Type
The research examined how the paid licensed version of Copilot performed across eight routine tasks. The AI assistant delivered its most significant time savings when searching for existing information, saving users 26 minutes daily. It also proved effective for summarizing information, writing emails, and producing written material.
However, the productivity gains were less impressive for meeting-related tasks. Transcribing or summarizing meetings saved the least time at just 9 minutes daily, suggesting that Copilot's effectiveness varies considerably depending on the nature of the work.
The findings align with broader government AI adoption patterns. A Government Digital Service study of 20,000 civil servants published in June 2025 reported 26-minute daily savings, though that research lacked a comparison group. Meanwhile, a Department for Business and Trade trial published last September found no discernible productivity gains overall, with Copilot speeding up some tasks while slowing others through poor-quality outputs.
How Civil Servants Use Their Time Savings
Rather than simply reducing their working hours, Copilot users primarily redirected their time savings toward completing other tasks, improving work quality, and planning. One participant quoted in the research explained: "It allows me to focus less on the mundane stuff. I can spend time doing my actual job."
This reallocation of time suggests that AI assistants may be most valuable not for reducing workload but for enabling civil servants to focus on higher-value activities that require human judgment and expertise.
Quality Improvements and User Satisfaction
Beyond time savings, users reported that Copilot improved their work quality, particularly for writing emails. However, these improvements were most noticeable for first drafts and suggestions rather than tasks involving human judgment. The AI assistant appears to function best as a starting point or support tool rather than a replacement for human decision-making.
User satisfaction with the tool was notably high. Some participants described Copilot as a "comfort blanket" that reduced stress, indicating that the psychological benefits of having AI assistance may be as significant as the productivity gains.
Research Methodology and Implementation
The DWP research drew on surveys of 1,716 Copilot users and 2,535 non-users, plus 19 in-depth interviews. The study design accounted for potential selection bias, as staff volunteered or were nominated rather than randomly selected. Researchers applied statistical adjustments for demographics, job roles, and AI experience to ensure more reliable comparisons.
The department provided 3,549 staff in central office functions - rather than public-facing work such as in Jobcentres - with licensed Copilot between October 2024 and March 2025. In April 2025, the department made the free version of Copilot available to all its staff, suggesting confidence in the tool's value despite the more modest productivity gains than initially hoped.
Broader Context and Implications
The DWP findings contribute to the growing body of evidence about AI assistants in workplace settings. While the 19-minute daily saving may seem modest, it represents a meaningful improvement when scaled across thousands of civil servants. The variation in effectiveness across different task types highlights the importance of understanding where AI tools add value and where they may be less useful or even counterproductive.
As government departments continue to explore AI adoption, the DWP research provides valuable insights into both the opportunities and limitations of tools like Copilot. The high user satisfaction and reported improvements in work quality suggest that even modest productivity gains can be accompanied by significant benefits in job satisfaction and work experience.
The study's findings will likely influence how other government departments approach AI tool deployment, particularly in balancing the potential productivity benefits against the costs of licensing and implementation.
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