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Title
Manchester City Council harnesses Microsoft 365 Copilot with Copilot Studio to drive greater service for citizens
Manchester City Council harnesses Microsoft 365 Copilot with Copilot Studio to drive greater service for citizens | Microsoft Customer Stories This is the Trace Id: db4b4ef6eaec611f801511f91691…
Description
Manchester City Council deployed Microsoft 365 Copilot integrated with SharePoint for contact centre knowledge retrieval, cutting new-starter onboarding from one to two weeks down to a single day, and built an AI Foundry automation with partner ANS that classifies pothole severity from citizen-submitted photos.
…ntres and highways services. “Copilot changed everything. It is just brilliant. We had three new starters, and they were on the phones within a day, which previously used to take one to two weeks.” Jon Burt, Head of Enterprise Architecture, Manchester City Council Copilot hel…
…blic services. Using the new tool, citizens simply take a photo of the pothole. The AI then analyses its depth and classifies it based on severity (e.g. category 1, 2, 3, or 4) ensuring repairs are prioritized by urgency. “Our AI model now handles the asse…
Company
Manchester City Council
…uctivity which is driving greater value for the city’s citizens. READ THE STORY With a dedicated workforce of over 7,000 employees, Manchester City Council is an ambitious local authority, steering the development of the UK’s fastest growing city and delivering a ran…
Country
United Kingdom
…oft Power Platform SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION United Kingdom BUSINESS NEED Artificial Intelligence INDUSTRY Local Government Share the story…
Industry
Government & Public Sector
…9 employees COUNTRY/REGION United Kingdom BUSINESS NEED Artificial Intelligence INDUSTRY Local Government Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
Manchester City Council's contact centres, particularly housing services, handled a large volume of enquiries against a big knowledge base of SharePoint documents that staff had to trawl through manually, slowing support and new-starter onboarding; highways services also relied on time- and resource-intensive manual pothole inspections.
…y to potholes and ensure repairs are made within our service level agreements.” Previously, this process was time and resource-intensive, requiring manual inspection. Now, Manchester City Council can accelerate pothole reporting and drive faster…
Solution
The council integrated Microsoft 365 Copilot into SharePoint so housing contact centre staff could query the knowledge base in natural language, built a tailored Copilot Studio agent to consolidate SharePoint pages and website content for its main contact centre, and worked with Microsoft partner ANS to build an AI Foundry automation that analyses citizen-submitted photos of potholes and classifies their severity (category 1-4) to prioritize repairs.
…e council determined that Microsoft 365 Copilot would drive value in this area. By integrating Copilot into SharePoint, employees can query the knowledge base using natural language and find the information they need faster, without having to trawl through file…
Business value
New contact centre starters were answering phones within a day instead of the previous one to two weeks; staff can find information faster without trawling file folders; and the pothole AI model now handles initial severity assessment (still verified by manual inspection today), accelerating reporting and prioritized repair decisions.
…ntres and highways services. “Copilot changed everything. It is just brilliant. We had three new starters, and they were on the phones within a day, which previously used to take one to two weeks.” Jon Burt, Head of Enterprise Architecture, Manchester City Council Copilot hel…
AI capabilities
Conversational AI, Agentic AI, Computer Vision, Generative AI
…blic services. Using the new tool, citizens simply take a photo of the pothole. The AI then analyses its depth and classifies it based on severity (e.g. category 1, 2, 3, or 4) ensuring repairs are prioritized by urgency. “Our…
Technology
Microsoft 365 Copilot, Microsoft Copilot Studio, Azure, SharePoint, Microsoft Power Platform
…Officer, ANS Discover more details CUSTOMER Manchester City Council PARTNER ANS PRODUCTS Microsoft 365 Copilot Microsoft Copilot Studio Azure SharePoint Microsoft Power Platform SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees COUNTRY/REGION Uni…
Deployment model
cloud
…Microsoft and accredited partner, ANS, have been instrumental in this approach, with Microsoft Azure laying the groundwork for innovation. Now, Manchester City Council is pioneering the use of agentic AI in local gove…
Headline outcome
…ntres and highways services. “Copilot changed everything. It is just brilliant. We had three new starters, and they were on the phones within a day, which previously used to take one to two weeks.” Jon Burt, Head of Enterprise Architecture, Manchester City Council Copilot hel…
Use case type
Knowledge search
…Copilot would drive value in this area. By integrating Copilot into SharePoint, employees can query the knowledge base using natural language and find the information they need faster, without having to trawl through file folders. This is accelerating knowledge r…
