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News : Over 300 Tech Staff Return to Birmingham Council with Capita JV ‘Largely Ended’

#contactcenterworld, @capitacareers, @citycouncilbham

Birmingham, England, Aug, 2019 -- Birmingham City Council claims that its 13-year joint venture with outsourcer Capita has now "largely ended".

The authority has issued a statement claiming that, following the completion of a four-month programme of transition, most of the services covered by the agreement have now successfully been "brought back in-house".

Yesterday 167 staff were transferred from Capita to the council, while a further 147 employees returned to the local authority having previously been seconded to the systems integrator.


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"Both organisations recognise that the change to this working arrangement is timely and appropriate", the council said. "The original contract was awarded in 2006 and, after 13 years, the time is right to transfer the services back to the council. The services transfer back to the council… with overall customer satisfaction having improved year on year. The council now has a well-developed digital strategy that seeks to transform the IT service provision to deliver new customer-centric outcomes."

While the insourcing of core digital and IT functions has been completed, some services – including "hosted and off-site services, such as data centre hosting" – will continue to be provided by Capita until the firm’s contract with Birmingham "naturally expires in March 2021".

The council last year indicated that, by that point, it wishes to have developed its internal ICT capabilities to the point of "becoming a system [and] service integrator".

The joint venture – dubbed Service Birmingham – was embarked upon in 2006, with Capita appointed to provide the authority’s ICT and contact centre services. Although the two parties had already signed a 10-year deal upfront, another decade-long contract was agreed in 2010. The new arrangement added the provision of taxation services.

In 2017 Birmingham took the decision to exit the deal several years earlier than originally planned.

"Both Birmingham City Council and Capita would like to take this opportunity to thank all staff from both organisations for their professionalism shown during this association, particularly during the complex transfer project that followed the decision to bring some services back in-house," it said.

A month ago, Birmingham City Council launched a recruitment process to appoint an assistant director of ICT and digital.

#contactcenterworld, @capitacareers, @citycouncilbham

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.publictechnology.net


About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
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About Birmingham City Council:
Company LogoBirmingham City Council is the local government body responsible for the governance of the City of Birmingham in England, which has been a metropolitan district since 1974.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

Read today's tip or listen to it on podcast.

Published: Monday, August 5, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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