The Challenge
Scale AI adoption safely across the organisation
The Solution
Deliver a Microsoft Copilot rollout supported by education and governance
The Results
450+ staff trained and nearly 20 AI agents supporting everyday work
Overview
Artificial Intelligence is creating new opportunities for councils to improve productivity and simplify everyday workflows. Like many organisations, Inner West Council saw growing interest from staff who wanted to use AI across a range of business functions, from policy development to procurement and community engagement.
The challenge was introducing AI in a way that balanced innovation with governance, security and responsible use.
Working with ASI Solutions, Inner West Council took a practical, staged approach to Microsoft Copilot. Starting with a small number of governed AI agents, the Council built the foundations for broader AI adoption through staff education, governance and ongoing support. Today, AI has become part of everyday workflows across the organisation, with nearly 20 AI agents helping staff work more efficiently while keeping people at the centre of every decision.
Challenge
Following several years of investment in cloud, cyber security and digital transformation, Inner West Council was well positioned to begin exploring AI.
Interest from staff was growing quickly, with requests to use AI for tasks such as policy development, procurement and community engagement. While the opportunities were clear, the Council wanted to ensure any rollout protected organisational information and gave staff confidence to use AI responsibly.
To balance innovation with responsibility, the Council adopted a staged approach to AI. Early adoption focused on practical, approved use cases supported by trusted information sources, staff guidance and appropriate governance. This provided a secure foundation for broader AI adoption as the Council’s data governance and security capabilities continued to mature.
Solution
Inner West Council and ASI Solutions chose an agent-first approach using Microsoft Copilot.
The first AI agents were grounded in trusted SharePoint repositories, allowing staff to access secure and validated information while limiting responses to approved content. Initial use cases focused on practical business needs including policy writing, procurement support and operational procedures.
As confidence grew, the Council continued expanding its AI capability. What began with four AI agents has since grown to nearly 20, each designed to solve a specific business problem or improve a repetitive process.
Technology was only one part of the solution.
The Council established an internal AI Hub where staff could access AI agents, prompting guides, training videos, frequently asked questions and governance resources. Two AI Cadets worked alongside business units to identify opportunities, deliver training and support staff as they adopted new ways of working.
Regular Lunch and Learn sessions and ongoing engagement helped staff build confidence with AI while reinforcing one consistent message. AI should assist people, not replace them, with employees remaining responsible for reviewing and approving every outcome.
“For us, success was never about how many AI tools we could deploy. It was about giving our staff the confidence to use AI safely and responsibly in their everyday work. Starting small, building trust and keeping the human in the loop made that possible.”
Steven Thompson, Enterprise Architect (Digital Architecture, Engagement and Strategy Manager), Inner West Council
Results
What began as a small number of pilot AI agents has grown into an organisation-wide capability supporting teams across Inner West Council.
More than 450 employees have completed AI ethics and Microsoft Copilot training, helping staff build the confidence to use AI in their everyday work. Regular Lunch and Learn sessions continue to support adoption, with attendance growing from around 20 participants to approximately 50 as interest across the organisation continues to increase.
The Council has also seen measurable productivity improvements through purpose-built AI agents. One internally developed procurement agent reduced the time required to prepare an Expression of Interest document from over two weeks, down to one hour, allowing staff to focus on reviewing and refining the final document rather than producing it from scratch.
The Council now has nearly 20 AI agents supporting a range of business functions, with new use cases continuing to emerge as staff become more confident using AI. Supported by governance, education and dedicated internal champions, Inner West Council has established a practical approach to AI adoption that continues to evolve alongside the organisation.
“What has really resonated with our staff is that we’re solving real business problems quickly. People come to us with an idea, and within a week or two they’re seeing a solution that helps them work more efficiently.”
Steven Thompson, Enterprise Architect (Digital Architecture, Engagement and Strategy Manager), Inner West Council
Some of the key outcomes include:
450+ staff equipped to use AI confidently and responsibly
Improved productivity through purpose-built Microsoft Copilot agents
Governed AI adoption established across the organisation
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