San Francisco has equipped almost 30,000 city employees, from social workers and healthcare staff to administrators, with Microsoft 365 Copilot Chat. The large-scale rollout followed a six-month pilot where workers gained up to five extra hours a week handling routine tasks, particularly in 311 service lines.
Copilot Chat helps streamline bureaucratic functions, such as drafting documents, translating over 40 languages, summarising lengthy reports, and analysing data. The goal is to free staff to focus more on serving residents directly.
A comprehensive five-week training scheme, supported by InnovateUS, ensures that employees learn to use AI securely and responsibly. This includes best practices for data protection, transparent disclosure of AI-generated content, and thorough fact-checking procedures.
City leadership emphasises that all AI tools run on a secure government cloud and adhere to robust guidelines. Employees must reveal when AI is used and remain accountable for its output. The city also plans future AI deployments in traffic management, permitting, and connecting homeless individuals with support services.
