Birmingham City Council

Refreshing change is a big hit

Refreshing change is a big hit

Customers and council staff have given a resounding thumbs-up to recent work to give a number of Neighbourhood Offices a much-needed makeover.

The improvement work, part of the Customer First Business Transformation programme, was delivered by Birmingham City Council in partnership with Service Birmingham.

Offices in Kingstanding, Kings Heath, Yardley Wood, Ladywood, Bromford and Quinton were included in the refresh programme, representing almost £500,000 of investment in service improvements.

A customer survey, capturing the thoughts of citizens on the improvements, revealed:

  • 96 per cent of people were happy with the new décor
  • 96 per cent of people were happy with the new reception desk
  • 93 per cent of people were happy with the privacy screens introduced at interview desks
  • 90 per cent of people felt the overall look of their Neighbourhood Office had improved

Employees were equally as positive, with their survey revealing that 92 per cent thought the overall look of their Neighbourhood Office had improved as a result of the work.

Cllr Paul Tilsley, Deputy Leader of Birmingham City Council, said: “Through the Customer First programme – a key part of our Business Transformation strategy – we are determined to provide first-class services for our citizens, while offering value for money in the process.

“The results of these surveys show that our ambitious transformation plan is making a positive difference, not only for the people of Birmingham, but for the council’s employees too.

“We have plans for a second phase of offices to be improved in a similar way, which means even more people from across the city are set to benefit soon.”

The office refresh will extend the useable life of the buildings by up to five years, offering a welcoming environment for citizens along with better working conditions for staff.

New office layouts, redecoration and improved IT all fall within the scope of the proposals, which will help reduce queuing times through the introduction of self-service terminals, enabling customers to self check-in for appointments.

Better access to online council services is also set to be provided through the introduction of customer computers, one of the elements of the revamp that Service Birmingham will be responsible for.

The dates for phase two of the Neighbourhood Office Refresh programme are:

Perry Common

Closed: Monday, September 28

Reopens: Tuesday, October 6

Alternative office(s): Kingstanding, 20 Rough Road, B44 0UY or Erdington, Civic House, 101 Sutton New Road, B23 6RE

Erdington

Closed: Monday, October 26

Reopens: 1pm Monday, November 2

Alternative office(s): Kingstanding, 20 Rough Road, B44 0UY or Perry Common, 599 College Road, Kingstanding, B44 0AY

Small Heath

Closed: Monday, September 14

Reopens: 1pm Monday, September 21

Alternative office(s): Sparkbrook, Greencoat House, 261 Stratford Road, B11 1QS or Birchfield, 3 Trinity Road, Aston, B6 6AH

Saltley

Closed: Monday, October 19

Reopens: 1pm Monday, October 26

Alternative office(s): Bromford, Cameroian Croft, off Bromford Drive, B36 8UB or Small Heath, 349 Coventry Road, B10 0SN (Small Heath opens 1pm Monday September 21)

Cotteridge

Closed: Monday, September 21

Reopens: 1pm Monday, October 5

Alternative office(s): Kings Heath, 38 Silver Street, B14 7QU or Northfield, 1a Vineyard Road, B31 1PG

Handsworth

Closed: Monday, October 5

Reopens: 1pm Monday, October 12

Alternative office(s): Handsworth Wood, 13 College Road, B20 2HU

ENDS

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 around £1.5billion 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, a brand new user-friendly city council web site personalised for customers. Increased customer satisfaction is a key driver behind the programme.

For further information contact Kris Kowalewski on 0121 303 3621

  • Category:
  • Reference number: 368-KK
  • Issue date: 02 September 2009