Star performance for council website

By on 15/03/2011 in News

Work to enhance Birmingham City Council's online presence has been recognised with an improved rating in an influential technology survey.

Socitm (The Society of Information Technology Managers) has inspected every local authority website in the UK and upgraded Birmingham's site from a two-star rating in 2010 to a three-star rating for 2011.

Websites are assessed on a scale from one to four stars and just nine of 433 nationally earned the top ranking of four this time around.

Since the launch of the council's revamped website in 2009, web users have been given the chance to access a whole host of new services.

These include the ability to create personal citizen accounts to track queries with the council and an online information and mapping tool which signposts users to local services such as schools, Neighbourhood Offices and recycling centres.

Cllr Paul Tilsley, Deputy Leader of Birmingham City Council, said: “We know the improvements that we have made to the way citizens can access council services are the right way forward - so it is always extremely pleasing to receive external recognition for our efforts.

“We have a goal to provide world class levels of customer service through the modernisation of what we offer and this improved rating underlines the progress we have made on our journey to excellence.

“There is still some way to go, and we have lots more enhancements lined up, which will hopefully enable us to move our web presence to the top-tier nationally.”

The award also follows on from two national honours picked up by the council for the Customer First programme in November and January - the first of which was in the Guardian Public Service Awards, the latter coming in the e-Government National Awards.

For more details on the Socitm report, visit:


Notes to editors

1.    Business Transformation is Birmingham City Council's ambitious nine-strand programme which aims to modernise and enhance services delivered across the whole authority to citizens. It is projected that the programme will realise benefits of £1billion over the ten years to 2016.

2.    Service Birmingham is a strategic partnership between Birmingham City Council and Capita which will support a transformation in the way the council works; improving services and contributing to its efficiency agenda. This strategic partnership forms part of the council’s objective to find better and more innovative ways of delivering services for the benefit of employees and citizens. The principle of this joint venture focuses on the provision of cost effective, sector leading, ICT services and in supporting the council in achieving its business transformation objectives.

3.    Customer First is one of nine programmes which make up Birmingham City Council's ambitious Business Transformation programme, and will help deliver a range of improvements giving residents world-class standards of customer service. As part of the wider package, Customer First will provide simpler and easier ways of accessing council services, a single '0121' telephone number to access all council services, and a brand new user-friendly city council web site personalised for customers. First-time resolution for 80 per cent of enquiries and an increase in customer satisfaction from 59 to 85 per cent are key drivers behind the programme.

For further information contact Kris Kowalewski on 0121 303 3621

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