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Birmingham City Council Saves Half A Million Pounds With ServiceNow and Achieves Flagship Status

Service Birmingham, a joint venture partnership between Capita and Birmingham City Council, selected ServiceNow to play an intrinsic role in driving efficiencies across all aspects of service delivery. Significant time and budget was allocated to enable the council to deliver on its fairness, prosperity and democracy goals, which include schemes supporting the living wage, young adult education and economic growth.

Automated workflows, using ServiceNow, have transformed outdated and complex processes that previously relied on emails and spreadsheets, such as the process for service and supplier contract portfolio management, Change and Release calendar, asset inventories, financial IT reporting, to name but a few! A new self‑service portal also enables the management of incident and problem records, speeding up responses to council staff and ensuring fast resolution.

Key success points of the project are:

• Reduced data processing and maintenance demands by 60% using service automation, via an intuitive, user friendly portal, and not email
• Customer Satisfaction ratings in the upper quartile – 93% by boosting first point of contact fixes via the Service Desk
• Reduced 3rd party spend into IT by creating a single source of truth across all resources
• Improve visibility across all assets supplied to 15,000 users (PCs, laptops, and mobile devices) enabling online self‑service management of local hardware assets e.g. requests for disposals and improved financial asset management information
• Achieve flagship status so that Birmingham City Council is regarded as a benchmark for IT service management best practice in UK public sector

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