What challenges did NHS Property Services face before AI implementation?

Streamline scheduling and completion of onsite inspections and compliance certificates. Enable offline-capable field workflows in weak connectivity environments. Reduce time for customer service staff to retrieve information for tenant calls.

What was the impact of the AI solution?

The compliance app is used by more than 100 field engineers and has generated more than 6,000 e-certificates. The inspection app is used by more than 400 frontline staff to conduct approximately 800 audits a month. Information retrieval for customer questions dropped from several minutes to seconds.

Source

MicrosoftEvidence: Low40/100

NHS Property Services builds AI agent and operational automation with Power Platform and Copilot Studio

Use case typeWorkflow automationUpdated Jul 12, 2025

NHS Property Services (NHSPS) maintains properties for the NHS and has used Microsoft Power Platform to develop more than 300 apps for estate-management workflows. The organization built mobile apps for scheduling, completing, and tracking onsite inspections, used Dataverse offline capability for weak connectivity, and created a Copilot Studio agent connected to SharePoint to help customer service staff answer tenant questions faster.

Organization: NHS Property Services
Industry: Healthcare
Location: United Kingdom
Published: July 2025

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: NHS Property Services
Provider: Microsoft
Maturity: Unknown
Linked source: Microsoft Customer Stories

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 4

1Workflow automation
2Customer service agent
3Audit automation

Streamline scheduling and completion of onsite inspections and compliance certificates.
Enable offline-capable field workflows in weak connectivity environments.
Reduce time for customer service staff to retrieve information for tenant calls.

Power Apps and Power Automate were used to build mobile field apps and automation.
Dataverse provided offline capability and later synchronization.
Copilot Studio was used to build an AI agent connected to SharePoint for natural-language answers.
Dynamics 365 and Power BI were used for CRM-linked tasks and reporting.

Technologies

Microsoft Power Platform Power Apps Power Automate Microsoft Dataverse Copilot Studio SharePoint Power BI Dynamics 365

The compliance app is used by more than 100 field engineers and has generated more than 6,000 e-certificates.
The inspection app is used by more than 400 frontline staff to conduct approximately 800 audits a month.
Information retrieval for customer questions dropped from several minutes to seconds.

Architecture

NHSPS built more than 300 Power Apps and over 1,000 Power Automate flows. Mobile apps for field inspections and compliance checks use Dataverse offline capability and synchronize when connectivity resumes. Power Automate generates PDF e-certificates and emails them automatically, with results feeding Power BI dashboards and Dynamics 365 CRM. A Copilot Studio agent connected to SharePoint supports customer service staff with natural-language queries.

Sources & evidence1

Evidence: Low40/100Evidence strength