Leveraging Generative AI and Leadership Skills to Enhance Public Services

Ali Baig, Senior Digital Delivery Manager for Welsh Government, began his MSc in Leading Digital Transformation at the University of South Wales (USW) with a clear goal to advance his career and enhance his digital leadership skills.

“The MSc was a huge opportunity for me to develop further,” he explains. “I’m a senior manager with experience in digital transformation projects, so I could also bring diverse ideas to the programme.”

Initially, Ali planned to focus his masters project on an app to simplify public sector processes, but when he was asked to lead a generative AI project at work, he knew it was the perfect chance to apply his learning.

The Project: Trialling a Generative AI Tool

Ali's project involved testing Microsoft Copilot within his large public sector organisation.

“With all the hype around generative AI, the big question was whether we needed it. We had to test it to identify both the risks and the benefits,” says Ali. His organisation became one of the first in Wales to join the Microsoft Copilot Early Access Programme, with 300 licences available for the trial.

Ali took a people-centred approach from the start. “As a PROSCI change management professional, I believe you can’t make change work without getting people on board. You need to show them how it will meet their needs. Without that, the project gets shelved.”

Championing Information Sharing and Knowledge Management

Ali’s user-first approach was inspired by the design thinking module on his masters. “It was one of the best modules I’ve been on. It explained why putting users first is essential, and it shaped the way I approached the AI project.”

To raise awareness of the trial, Ali enlisted a senior leader to write a blog post, which was shared with the entire organisation. He also gathered feedback from colleagues about the challenges they faced and how Copilot could help.

“We had an overwhelming response,” Ali notes. He selected key use cases and rolled out the licences. After partnering with Microsoft for an awareness session, Ali held drop-in sessions to support users as they adopted the technology. He also set up a dedicated Teams channel to allow everyone involved to discuss the project, ask questions, and share feedback. “The idea was to trial the technology in public, which helped us build trust and capture learnings.”

Already Making a Positive Impact

Gathering user feedback was crucial to the project’s success. “We conduct monthly surveys to gather both qualitative and quantitative feedback,” says Ali.

Although the trial is ongoing, the impact is already being seen in terms of efficiency, with time and cost savings reported. Users have also noted an improvement in the quality of their work. On a more personal level, Ali highlights feedback that Copilot is helping to reduce anxiety by allowing users to focus on priority tasks. “Our neurodiverse network has been particularly supportive of the tool.”

Maximising the MSc Experience

Ali believes the masters significantly enhanced his thinking. “There were so many elements that helped – like the conferences, where you listen to industry leaders discuss how they manage digital change. This gave me new ways to approach decision-making.”

Ali also found the academic side invaluable. “I now put more emphasis on research and dive much deeper. I link my work with academic theory, which adds weight when presenting to senior leadership.”

The collaborative nature of the programme was another highlight for Ali, with course leader Simon playing a key role. “Simon encouraged my critical thinking, and he welcomed challenge. I even presented sessions on running sprints and PROSCI change management to my peers – we all learned from each other.”

Taking the Project to the Next Level

With a few months left on the trial, Ali’s next task is to present a business case and Equality Impact Assessment to senior leaders, aiming to roll out Copilot more widely. He remains focused on his user-centred approach and is hopeful that the data he’s collected will help move the project forward.

Stepping Out of His Comfort Zone

Ali is already considering his next steps academically and recommends the MSc wholeheartedly.

“My advice is to join with an open mind – it’s not a standard degree. It’s collaborative and focused on putting theory into practice. You need to step out of your comfort zone. If you keep doing the same things, you’ll get the same results.”

Reflecting on his experience, Ali adds, “Taking time to step back and look at things from a different perspective has improved the quality of my work. Sharing experiences with others in different organisations has given me confidence in what I’ve achieved.”