The Salvation Army UK and Ireland uses Microsoft 365 Copilot as a layer on top of its existing Microsoft 365 tools—Teams, SharePoint, Outlook, Word, and Excel—to simplify day-to-day work and reduce admin overhead. After moving from legacy on-premises N-drives to a cloud-based environment in Teams and SharePoint Online, staff still struggled with scattered information and time-consuming tasks like writing reports, capturing case notes, and searching for the right forms or policies. Copilot helps close that gap by: - Making information easier to find and use across Microsoft 365, so staff don’t have to jump between multiple systems. - Drafting reports, donor updates, event briefs, and other documents, saving staff hours per task. - Supporting the legal team in reviewing and aligning policies with current legislation. - Helping frontline teams translate emails and rewrite content in simpler formats, including versions suitable for children. By using Copilot as a practical assistant rather than a standalone tool, The Salvation Army is reshaping how employees plan work, start complex tasks, and manage heavy workloads. This frees people to spend more time on direct, human-focused support in areas like housing, food assistance, employment support, addiction recovery, modern slavery helplines, and emergency response across more than 650 corps and community centers in the UK and Ireland.

The Salvation Army UK and Ireland reports several clear benefits from adopting Microsoft 365 Copilot. 1. Time savings and productivity - Staff are saving hours per task on activities like drafting reports and preparing documentation. Some reports that previously took hours can now be turned around in about five minutes. - Employees use Copilot to jumpstart complex projects, organize ideas, and overcome “blank page” moments, which helps them work more efficiently when workloads are high or deadlines are tight. 2. Reduced stress and emotional load - Staff who were overwhelmed by documentation and admin work now use Copilot to handle repetitive or complex tasks more quickly. - One colleague described the experience of completing a particularly complex task in record time with Copilot as “a weight off her shoulders,” reflecting how the tool helps reduce day-to-day pressure. 3. Stronger data security and reduced shadow IT - A security audit revealed that staff had turned to nearly 200 shadow AI tools to cope with information overload, creating risks for data integrity and compliance. - By standardizing on Microsoft 365 Copilot within the existing Microsoft ecosystem, the organization is regaining control over how AI is used, reducing reliance on unapproved tools, and making its large knowledge base more accessible and secure. Overall, Copilot is helping the organization reimagine how work gets done: less time on admin, more time on direct support, and a more controlled, compliant approach to AI across the organization.

The Salvation Army UK and Ireland took a structured, people-focused approach to Copilot adoption and is now looking ahead to more advanced AI scenarios. 1. Building trust and adoption - The organization started with a group of 150 early adopters rather than a broad, forced rollout. - They offered targeted training, “promptathons,” and one-on-one guidance to help staff experiment with Copilot in real work scenarios. - The goal was not to push usage, but to create “aha” moments where people could see practical value for themselves. - This approach helped address concerns about privacy and fears that AI might replace jobs. The message was clear: Copilot is there to support people in doing their existing work more efficiently and effectively, not to remove roles. - Over time, even initial skeptics began requesting access once they saw colleagues using Copilot successfully. 2. Governance and partnership - The rollout was guided by an internal Microsoft Center of Excellence that collaborates closely with Microsoft and shapes the strategic use of technology across the organization. - This group helps ensure that AI adoption aligns with the organization’s mission and principles. 3. Future AI plans and agentic scenarios The Salvation Army is now exploring how AI agents can: - Power a volunteer chatbot to answer common questions. - Scan case notes to flag potential high-risk situations earlier. - Draft impact reports before they are requested, giving leaders faster insight into outcomes. They are experimenting with Copilot Studio and related tools to build these agentic experiences. Throughout, they emphasize that any AI use must reflect their principles of clarity, compassion, and usefulness, and should help staff focus on the work that only people can do—being present, attentive, and responsive to individuals and communities in need.