Providing ICT support and contact centre services to Birmingham City Council
Highlights of ICT services delivered to world class ICT standards:
Applications
We provide a support and development service for all elements of IT applications used by Birmingham City Council. Working closely with the council, Service Birmingham's Support & Development teams aim to implement and sustain software solutions from a business perspective to ensure that maximum benefit is achieved from investment. We continually provide the council with solutions to their business needs including: Resolution of Service Desk calls relating to supported applications; Security of user access to applications; Development and implementation of IT projects/solutions; Supplier and contract management; Training provision on selected applications.
Infrastructure
Infrastructure Management is split up into five broad sections which work together to provide a seamless ICT foundation that supports and enables large and small scale projects as well as the provision of frontline and back office service delivery. These are: Desktop Support, Networks Data, Applications Management, Server Estate, Service Management
Network
We have consolidated three isolated networks to one resilient and stable Cisco based MPLS network, this is one of the largest public sector networks in Europe with 80,000 network ports covering 650 sites including schools.
Telephony
We have set up and maintains a VoIP Cisco Call Manager service with 15,000 users integrated to a Contact Centre with SAP CRM - resulting in improved availability and management of call centre services.
Mobile Agility
Agile working via mobile phone, Blackberries and 3G enabling the ability to work from any office or location resulting in providing the council the ability to increase productivity and quality of service.
Desktop Services
This service operates a full life cycle to manage procurement, support, refresh and secure disposal. All desktops are provided with a standard build and supported remotely for fixes and software deployment, enabling cost effective support of 15,000 desktops and 7000 laptops.
Service Management
Service Birmingham delivers consistent and effective quality IT services. The Service Management function is responsible for key organisational processes including: problem, change, release, asset & configuration, service level management, service reporting and continual service improvement.
Change Management
Managing approximately 6000 changes each year, this process is integrated with project services and release management ensuring smooth planned changes with minimal impact to customers.
Asset and Configuration
Service Birmingham and Birmingham City Council work closely together to maintain an accurate asset register. We process approximately 5000 new or changed assets per annum. Asset management has identified significant savings for the council through the effective management of licenses.
ISO/IEC20000 Certification
Our organisation first achieved certification in March 2008 based upon key ITIL processes and performance levels (KPI's and PI's) that provide a consistently high standard of service to customers. In March 2011, Service Birmingham achieved its second certification which will expire in March 2014.
Service Desk
Enabling customers and service users to access IT support through a single point of contact we manage approximately 190,000 calls per annum with a 40% first time fix rate. Currently Service Birmingham are developing a number of self service methods to compliment the service desk function, such as password reset.
SAP Competency Centre
Achieving a global standard for support and maintenance we support the finance, HR and contact centre integrated SAP system. Working with Birmingham City Council, Capita have negotiated a significant discount with SAP - enabling scope for further cashable and non-cashable benefits.
Contact Centre
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 Big Word. Operating a 24/7/365 day a year call centre we deliver 21 different services on behalf of the council with plans to expand. The centre operates with 520 staff including home based workers.
If you would like to know more about our ICT related services, please contact us