How, if at all, has artificial intelligence been deployed in a customer service function in the Minister’s departments, agencies, crown entities and any other bodies that the Minister is responsible for, if any?

Answer

Artificial intelligence (AI), including generative AI tools such as Microsoft Copilot, is being progressively adopted across the Charter School Agency. The primary use is to support staff improve productivity by: • Reducing administrative workload • Improving response speed and quality • Drafting documents, correspondence, and reports • Summarising meetings, case files, and long-form information • Searching and synthesising information across agency systems • Assisting with data analysis and identifying key insights • Recommending actions and next steps within workflows.