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UK's Birmingham Council to bring Capita contact centre back in-house

Charlotte Jee | July 7, 2014
Cabinet says cancelling mega outsourcing deal with Capita now ‘too risky’ but it plans to terminate it early.

"It will also allow us to integrate our website with the contact centre so that we have genuinely a one contact centre approach as opposed to one system for people telephoning us and one system for people using the internet."

Capita told ComputerworldUK that Service Birmingham is supporting the council in the delivery and development of the underlying technology for the contact centre, with the aim of encouraging more citizens to use alternative channels, such as online, to contact the council.

The Capita spokesperson added: "Service Birmingham has been working closely with council for the last 18 months to identify ways that we could reduce ICT costs to the council. We believe the services we continue to provide for Birmingham City Council will give a firm foundation for a reinvigorated partnership following this review, and we will be working hand in hand with the council to deliver these services.

"Transferring the customer-facing operation of the contact centre back under the control of the council enables it to meet its vision of having direct responsibility for customer service. Other services, including ICT projects, infrastructure and applications support, business transformation support, Link2ICT services to schools, and revenues administration, will continue to be provided by Service Birmingham."

BCC managed to claw back £20 million from the contract in February this year by reducing support services costs.


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