Case Study: Leaders in local authority ICT
Our Credentials
Service Birmingham work to IT Infrastructure Library (ITIL) best practice principles and attained ISO 20000 accreditation in 2008 and again in 2011 - one of only three local authorities in the UK - and the largest local authority to have achieved this accolade.
Information Technology Infrastructure Library (ITIL)
- is a set of Best Practice processes used to deliver high quality ICT services. ITIL has emerged as the world's most widely accepted approach to the management and delivery of an ICT service.
ISO/IEC 20000
- is the first global standard for ICT Service Management
process and promotes the adoption of an integrated process approach
to effectively deliver services to meet the customer's
requirements.
Our Expertise
We have achieved success by harnessing and investing in new technologies, innovative thinking, working to a professional accredited framework and a commitment to staff training. The council now has a more reliable service, greater stability, increased productivity at a lower cost of support and the agility to flex and bend to changes in citizen services and budget restraints.
ICT Business Solutions
Through considerable investment Service Birmingham has built an end to end ICT business that has not only generated real savings to our customers but can also leverage the benefits of ICT business solutions to other organisations.
Strategy, Design & Architecture
The Technical Strategy and Architecture division provides consultative advice; guidance and strategic solutions for small and large scale IT enabled business change. An authority in industry best practice, solutions architecture, risk assessment and governance, we work with customers to ensure the delivery of customer's development requirements through the industrious use of existing technology and innovative new solutions providing a blend of performance, agility and economy of scale.
SAP Estate and Competency Centre
We provide a suite of finance, procurement, customer relationship management and human resources within a SAP Enterprise system - generating an integrated whole organisation function that boasts a multitude of cashable and non cashable efficiencies.
Contact Centre Services
The Contact Centre is designed to deliver a central point of contact for customers to Birmingham City Council.
Service Birmingham has managed Birmingham City Council's Contact Centre since February 2010, handling more than 2 million customer contacts per annum in 36 languages supported through the 'Big Word'. Operating a 24/7/365 day a year call centre we deliver 21 different services on behalf of the council with a forward plan to expand. The centre operates with 520 staff including home based workers.
Offering Economy and Savings
Through the identification of contract, license and process consolidation Service Birmingham have provided substantial economies and savings. For example, by consistently achieving or exceeding KPI targets of 99.9% network availability year on year. The MPLS network provides Birmingham City Council considerable cashable savings each year on improved communications and infrastructure costs, reducing network management costs by 40% per annum. Further savings through asset and configuration, supplier consolidation and mobile agility have created substantial savings for Birmingham City Council.
Revenues
With a commitment to improving council tax collection rates from 96.3 per cent to 98 per cent by 2017, Service Birmingham has managed Birmingham's Revenues division of approximately 150 staff since April 2011. Responsibilities include all stages of the collection process from billing to enforcement of 44 thousands households. The service manages 286,000 contacts per annum via call, email or letter, equating to 16,000 calls per week.
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