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Published 18 Jun 2026· via Microsoft· Customer story

Network Rail: Copilot Studio AI support agent on Power Platform (safety reporting & governance)

Network Rail · Public Sector · United Kingdom

Headline result

>250K

issues/year · close-call issues reported per year

As reported by the source; not independently verified.

Summary

Network Rail, the UK railway infrastructure operator, uses Microsoft Power Platform to digitize frontline processes and govern low-code development at enterprise scale.

The company built an end-to-end safety close-call reporting solution used by all employees, with offline access through Dataverse, notifications through Power Automate, external reporting through Power Pages, and secure data sharing through a custom API.

Network Rail also deployed a Copilot Studio AI support agent for maker support, used AI Builder OCR for meter readings, and used Plans in Power Apps and generative pages to accelerate solution creation.

The problem

  1. 01Digitize frontline safety reporting and manage governance at scale across thousands of apps and flows while reducing support burden.
  2. 02Replace paper-based reporting and improve data quality, response times, and support efficiency.

What they built

  1. 01Implemented an end-to-end safety close-call reporting app used by all employees.
  2. 02Integrated offline functionality via Dataverse, notifications via Power Automate, and external reporting via Power Pages.
  3. 03Built a multi-tier Power Platform governance model with a Center of Excellence and segregated environments.
  4. 04Deployed an AI support agent in Copilot Studio to resolve more than 80% of maker support tickets.
  5. 05Used AI Builder OCR to automate meter readings.
  6. 06Used Plans in Power Apps and generative pages to accelerate solution creation and prototype delivery.

Reported results

  1. 01The app reports over 250,000 close-call issues per year.
  2. 02The app is saving Network Rail an estimated $2.1 million a year.
  3. 03Time to raise infrastructure change requests fell from 2 hours to 15 minutes.
  4. 04Projects are being completed ten times faster.
  5. 05The AI support agent is expected to resolve more than 80% of tickets raised.
  • Replaced paper-based safety reporting with a digital end-to-end workflow
  • Scaled governance for thousands of apps and flows with a lean support team
  • Enabled self-service maker support and reduced central support burden
  • Accelerated solution creation using AI-assisted app design

Source

Microsoft

Customer story · 18 Jun 2026

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

This is the only Network Rail deployment in the library. It is one of 5 safety monitoring deployments, 2 of them in Public Sector.

Network Rail in the library

The only Network Rail deployment in the library

Same pattern, whole library

One of 5 safety monitoring deployments

  • Public Sector accounts for 2 of them (40%), more than any other industry.
  • 2 records of this pattern came before it; 1 have been published since.
  • Only 2 of the 5 put a number on the result (40%).
  • Distinctive claim: Speed & agility outcomes are reported by only 1 peers (20%).
Provider mix
  • AWS60%
  • Microsoft20%
  • GCP20%
Most-used technology
  • AWS 2
  • Microsoft Power Platform 1
  • Power Apps 1
  • Power Automate 1
  • Dataverse 1
  • Power Pages 1

Outlined: used in this record.

Shares describe this library, not the whole market.

Safety monitoring analysis

Results against peers

What peers report

  • Other quantified impact161 figures, all industries · middle half 25%–180%50%median increase
  • Risk, reliability & safety13 figures, all industries · middle half 60%–90%70%median reduction
  • Time & speed283 figures, all industries · middle half 30%–76%50%median reduction

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: supported

A credible source with a named customer, but not the organization's own account.

Named organization
Network Rail
Who published the source
The organization itself
Deployment status
Scaled Production (confidence 95%)
Quantified result
The source reports at least one figure
Summary checked against source
5 / 5 agreement

Last re-checked 26 Jul 2026.

This record is evidence for

Insight · industryPublic Sector dossierOne of 207 Public Sector deployments. See which patterns dominate there and what they report.Insight · patternSafety monitoring5 deployments share this pattern. See where it is used and how it is built.Trend · momentumEmerging pattern2 new deployments in the last six months, against 1 in the six before.

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