At the Community College of Philadelphia, generative AI tools didn't magically free up people's time or supercharge one productivity metric across the board. An analysis found that GenAI resulted in different workflow gains for key roles: decisiveness for executives, speed for operational leaders, and resolution efficiency for student-facing professionals. When judging GenAI's success, examine how your organization's work changed shape. The authors performed a four-year, fixed-window observational analysis of administrative work inside a large U.S. public higher-education institution. Generative AI tools were introduced to executive leaders, operational leaders, and student-facing professionals throughout the organization in 2026. Staffing levels and work hours remained stable across the period studied. The analysis focused on work composition, decision quality, and coordination patterns rather than task speed or automation rates. What we saw inside a large public higher-education...
learn more
