IT Operations Automation
DHSC needed to future-proof its workplace, improve employee experience, complete a secure Windows 11 transition, and embed AI and automation into day-to-day operations while reducing support friction and manual delays.
Reported impact
DHSC reports a more secure, efficient, and user-focused workplace platform, with measured daily productivity gains from the Copilot pilot, reduced friction in IT support, faster issue resolution, better onboarding, and stronger compliance readiness.
DHSC and DXC rebuilt the department’s digital workplace around a secure Windows 11 estate and a measured rollout of Microsoft 365 Copilot. DXC automated endpoint provisioning with Microsoft Intune and Windows Autopilot so devices could be deployed securely and be ready to use out of the box, while zero-trust controls were embedded into the standard desktop environment. For operations insight, DHSC combined Nexthink telemetry with Qualtrics feedback to ingest real-time signals on device health, service quality, and employee sentiment, giving IT teams a continuous view of friction points and onboarding issues. The user-facing AI layer was Microsoft 365 Copilot, piloted with 400 employees inside day-to-day productivity workflows to test time savings and adoption. The page does not name a separate data store, but it describes an analytics and support loop in which telemetry and feedback drive faster issue resolution, better support access, and broader workplace automation.
Employee devices are provisioned through Microsoft Intune and Windows Autopilot into a standardized Windows 11 environment. As staff use the workplace platform, Nexthink telemetry and Qualtrics feedback feed real-time analytics for IT teams, which use those signals to improve onboarding and resolve support issues. Microsoft 365 Copilot is then consumed by employees inside daily work to deliver the measured productivity gains.
"DHSC and DXC introduced real-time analytics using Nexthink telemetry and Qualtrics feedback to monitor user sentiment and identify areas of improvement."
"DHSC piloted Microsoft 365 Copilot with 400 users over four weeks, uncovering an average productivity gain of 29 minutes per user per day."
"DXC supported DHSC with an automated Windows 11 deployment using Microsoft Intune and Autopilot, ensuring devices are provisioned securely and ready to use out of the box."
"Embedding AI and automation into our operations has helped DHSC become more agile, responsive and future-ready."
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