Service Birmingham is our joint venture with Europe’s largest local authority, Birmingham City Council. By providing world-class information and communications technology (ICT) systems, Service Birmingham is transforming the way the Council operates, improving services, cutting costs and increasing job satisfaction.
World-class technology
Since April 2006 we’ve implemented major enhancements to the Council’s ICT infrastructure, including a £2m investment in a new server estate. We’ve consolidated seven service desks into two and are rationalising 550 applications to 150. As a result, email speed is up 500%, traffic has grown 30% and reliability has increased significantly. The number of help desk calls now answered within 20 seconds has increased from 40% to nearly 90%.
Further service transformation contracts
Impressed by this performance, the Council has expanded our role. In 2006 we won additional contracts to support more investment in frontline services, transforming the way the Council interacts with citizens and stakeholders and further increasing customer satisfaction. Our goal now is to deliver total cost savings of £1bn over10 years.