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Changing the way you work

In 2007 Birmingham City Council formed a partnership with Capita Intelligent Communications. Birmingham City Council is the largest in the UK providing various services from back office functionality, IT, data management and all print output for various council departments including revenues and benefits, housing and payroll.

During the 11-year relationship the Council has faced financial pressures and reductions in staff numbers.  This has driven efficiency improvements which have changed business requirements to channel shift and push self-serve.

Working in partnership with Capita Intelligent Communications has broadened the services provided to Birmingham City Council to ensure they can deliver their services in the most efficient, cost effective way along whilst supporting changes in business demands.

Capita have supported Birmingham City Council with a team providing knowledge and expertise on Council activities and across the wider public sector. We have ensured that we are best placed to innovate, keep pace with the changing business demands and work as a trusted partner. Services provided to Birmingham City Council are reviewed monthly to ensure they are aligned with Council requirements and always deliver the best possible quality and value for money.

By partnering with Capita Birmingham City Council have:

  • streamlined correspondence to customers by merging mail packs, eliminating multiple letters being sent on the same day to the same person
  • provided flexible production options for various departments transactional print
  • redesigned documents making information easier to read, digest and action
  • digitised files and converted them into a format which is incorporated into an existing Electronic Document Management System (EDMS) ensuring that Council staff have instant access to digital files

The key benefits achieved resulting from this partnership were mainly due to Capita’s attention to detail and vast experience in their field, together with excellent communications between Capita and Birmingham City Council.


Capita have delivered a number of benefits, including:

Improved customer call handling – Council’s Contact Centres can access customer correspondence online, enabling them to provide a better customer service

Redesigned correspondence – customers were better able to understand their documents which decreased the volume of calls into the Contact Centre, saving the Council £18,000 per annum

Increased staff productivity / Cost saving – Converting paper documents to digital files has freed up staff to spend more time on core activities and reducing storage costs

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