BCC project

Birmingham City Council Client

Birmingham City Council, Customer First Project:

Neil Willetts assigned to help create the to-be Future Operating Model (FOM) vision for the Council. This project included all elements of IT, procedural, and organisational design. Assigned as thought-leader for the CRM and customer facing attributes and systems of the project and worked within the Technical Design Unit to ensure that the “business” and the technical departments shared the same view in handling the customers (Citizens) of Birmingham.

The FOM was an initial pass at providing an all-encompassing business model and technical architecture covering all aspects of customer contact; call centres, remote drop-in centres and web-based customer facing channels delivered in 20+ languages. It also included resilience and disaster recovery design and links with other authorities such as Police, Fire Brigade, NHS, and other sub-contracted or outsourced parties.

Birmingham City Council’s Future Operating Model was designed in close collaboration with the client through a series of workshops. Once the FOM was delivered it was costed and a draft business case produced for client approval, then the model was developed into a phased transformation project implementing SAP software to deliver the IT functionality.

This has now become the largest BPR project in Europe worth £120M+ and is being implemented by Axon.

Neil Willetts * 20 Parvis Road * West Byfleet * Surrey * England * KT146HA *

Phone: 0044 19323 47000* Mobile: 0044 7710 560065 *

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