Case Study: Leaders in local authority ICT
Service Birmingham is in its sixth year of partnership with Birmingham City Council and is providing one of the UK's world-class public sector ICT services.
In 2006, Capita signed a 10 year joint venture contract with the council, the largest unitary authority in Europe, forming Service Birmingham.
Service Birmingham now employs 1,100 people at various sites throughout the city, providing a comprehensive leading edge ICT support service and a 24/7 contact centre dealing with around 2 million customer calls a year.
The council's need for change - evolving radical re-design of frontline services and back office functions - was (and continues to be) driven by Central Government's directives to deliver more for less, the rapid decline in the economy, as well as the growing Birmingham population and increased demands for services.
ICT has enabled much of this change in the council which is now delivering stronger customer focus, improved data and performance management and greater value for money across the organisation. By providing a platform for the council's transformation programme - the biggest of its kind - the council is on target to deliver £1.5 billion of efficiencies by 2016.
We are an agile and flexible organisation that is responsive to business needs. We have created a comprehensive IT Service to support Birmingham which now provides a foundation to transform services.
Our approach from the outset was to standardise and rationalise the council's multiple networks, inconsistent, old or outdated applications and hardware and disparate management to a fully mobilised industry leader, with an initial commitment to investing £470 million over 10 years.
In year one, Service Birmingham maintained the day to day support of over 23,000 users and radically reshaped Birmingham's ICT estate and IT management as well as reporting savings of £6.5 million.
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