Empowering safe and confident AI adoption
Overview
Health Innovation Manchester recognised both the opportunities and challenges presented by generative AI in the workplace. By establishing clear governance, investing in staff capability and creating a culture of curiosity and experimentation, the organisation enabled the safe and responsible adoption of Microsoft 365 Copilot, helping staff use AI confidently in their day-to-day roles.
Key benefits and outcomes
- A visible shift from hesitation to curiosity and confidence in using AI.
- Safe, transparent use of AI grounded in clear policy and shared accountability.
- A scalable, staff-led adoption approach with learning, ideas and use cases emerging from across the organisation.
- Improved productivity through AI-assisted drafting, analysis and routine tasks.
What the organisation faced
The rapid emergence of generative AI created both opportunities and challenges for Health Innovation Manchester. Staff awareness, confidence and understanding of AI varied considerably across the organisation. While some employees were already experimenting with AI tools, others were unsure of the value or concerned about potential risks.
Without a consistent approach, there was a risk that AI would be used inconsistently or in ways that did not align with organisational standards and expectations.
At the same time, Health Innovation Manchester recognised the potential for Copilot to improve productivity, support routine tasks and enhance ways of working. The challenge was not whether to adopt AI, but how to implement it in a way that reflected the organisation’s culture, supported its workforce and ensured safe and responsible use.
What the organisation did
The organisation began by putting clear governance arrangements and guardrails in place before encouraging wider adoption.
Key actions included:
- developing an AI Acceptable Use Policy to establishclear expectations for safe and responsible use
- providing all staff with a Copilot 365 licence, supported by mandatory training before licences were issued.
- creating a Centre for Enablement adoption model to provide a space for learning, experimentation and sharing knowledge.
Instead of a traditional roll-out the organisation focused on ‘empowered adoption’. This centred on creating psychologically safe spaces where staff could explore AI, try things out, and develop confidence using the technology within appropriate boundaries.
To support learning and engagement, Health Innovation Manchester introduced:
- practical examples and real-world use cases
- an online forum for discussion, collaboration and peer support
- ‘day in the life’ scenarios to demonstrate how AI can support different roles
- methodologies to test and build solutions in real time
- peer learning and sharing through open demos that encouraged participation regardless of role or seniority
- a range of ambassador roles designed to engage staff with different levels of confidence, experience and interest in AI.
Results and benefits
More than just increased use of Copilot, the organisation has seen a broader shift in attitudes towards AI and innovation.
Feedback has highlighted growing confidence and enthusiasm, with participants describing a journey from fear to curiosity and ultimately, confidence. Employees have reported that AI helps them perform their roles more effectively and reduces the challenge of starting tasks from a blank page.
It has also observed:
- increased productivity through AI supported drafting, analysis and administrative processes
- reduced cognitive load for staff by streamlining everyday tasks
- strong and sustained engagement with Copilot, reflected in consistent usage metrics
- greater confidence that AI is being used safely, responsibly and in line with organisational policy.
The organisation continues to monitor engagement and adoption, ensuring that use of AI remains aligned with governance requirements while responding to evolving opportunities and technologies.
Overcoming obstacles
One of the main challenges was helping staff identify meaningful use cases. Many initially felt they needed to find large-scale solutions that would deliver significant time savings, The organisation addressed this by showcasing practical examples and encouraging staff to share their own experiences, demonstrating that small changes can have a valuable impact.
Another challenge was the wide variation in staff confidence and experience with AI. Peer-to-peer support, learning session and a culture that encouraged curiosity helped staff engage at a pace that suited them.
The organisation also recognised the importance of balancing confidence with caution. While AI offers significant opportunities, staff remain accountable for reviewing outputs and ensuring AI us used safely and in line with policy.
Takeaway tips
- Start with governance – it creates the confidence to explore safely and gives the boundaries and guardrails to support safe adoption.
- Focus on culture – AI will amplify existing cultures. Think about whether you support curiosity, experimentation or non-hierarchical sharing.
- Don’t try and over-engineer it – the most valuable use cases often emerge from staff-led experimentation.
- Create space for people to learn and explore at their own pace as well as opportunities to share their learning and achievements with peers.
- Treat AI adoption as an organisational and workforce transformation, not simply a digital or technology project.
- Encourage collaboration across multiple teams and groups to support successful implementation.
Contact information
For further details on this case study, contact Hailey McGlynn, head of organisational improvement at Health Innovation Manchester
