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Birmingham signs Agilisys for customer service strategy


Mark Say Managing Editor


Birmingham City Council has appointed public sector transformation specialist Agilisys to support the development of a new customer service strategy.

Birmingham cityscape

The company said the organisations will rethink how customers interact with all aspects of the council, going well beyond traditional approaches in an effort to become ‘best in class’.

This marks Birmingham’s effort to further develop its citizen access strategy, published in 2017, into a full customer service strategy covering all of its services. The strategy has involved placing more services online and the sharing of personal information across services.

It also aligns with the council’s ICT and digital strategy running its course this year.

Peter Bishop, director for digital and customer services, said: “We were looking for a partner who could demonstrate a deep understanding of the sector, whose thinking in terms of digital engagement was at the forefront of what is possible, and who bring an approach and culture of working together so that strategy will be fully owned by BCC.

“We are delighted to have appointed Agilisys who demonstrated that they are the leaders in this space.”

Tim Pitts, senior partner at Agilisys added: “The council’s new overarching strategy and the key changes this will bring create a unique moment-in-time opportunity to really push the boundaries and get ahead of the demand curve leveraging the latest technologies.”

Image from Cuban Eight

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