Thousands go online with Customer Accounts

By on 20/08/2010 in News

The convenience of 24/7 online self-service is now a reality for thousands of Birmingham City Council citizens thanks to the Customer First Business Transformation programme.

The rapidly expanding range of council services that can now be accessed via the internet at have proved a big hit with customers who are clicking online in ever increasing numbers since the service went live four months ago.

Many customers are now also creating their own on-line accounts, enabling them to see the status of most service requests they made, regardless of whether they originated as phone calls, personal visits or via the web. 

Over 4,000 user accounts have now been opened and around 50,000 on-line service requests have been raised by customers.

The most popular include Council Tax payments and changes in circumstances, bulky waste collections and requests for refuse bags/containers by new occupiers.

Stephen Hughes, Chief Executive of Birmingham City Council, said: “When we launched the new council website last September we promised a number of phased improvements that would improve the way citizens could interact with us.

“We now have a modern platform from which we can both add further on-line services through the future rollouts of Customer First.

“This is a classic example of how Business Transformation is improving services for citizens and working conditions for employees, saving time and taxpayer money in the process.

“The days of having to queue outside Neighbourhood Offices just to book an appointment are coming to an end as a result of this programme.”

For those without internet access in the home, the account system, which has been delivered in partnership with Service Birmingham, is available free of charge at council buildings such as libraries, and the first of the new dedicated customer service centres, opened earlier this year in Newtown.

To register for a new Customer Account, 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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