Our Customer Service Strategy
About our strategy
Our Customer Service Strategy will put you, our customers, at the heart of everything we do. All our decisions will focus on providing the best possible services for everyone who lives in, works in, and visits our city.
We’ll share updates and offer opportunities for you to get involved to make sure we’re meeting your needs as we put this strategy in place.
Message from the Leader of the Council
Every single resident of Birmingham is our customer. We know we need to make you feel valued. We need to give you our attention and organise our resources to meet your needs.
We know things need to change. We want to create a shift in how we think about and interact with you so that you are at the centre of everything we do. Here, we set out our strategy to deliver an excellent customer experience.
We say, “Be Bold, Be Birmingham” and this drives our passion to transform your customer experience with Birmingham City Council. We intend to hold officers to account against the promises included and will share details of our performance on our website going forward.
The development of this strategy has been made possible by the involvement and encouragement of our management team, citizens and elected members, who all want to see the council improve and be a leading example for other councils.
Our aim
We want to provide excellent customer service to everyone in Birmingham. This means putting customers first, all the time, every time.
Our themes and customer charter
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A customer-focused council: putting citizens first
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A connected council: providing services that are joined up
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A smarter council: using information to deliver better services
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A connected city: working with other organisations for you
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Our Customer Charter
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Our Customer Strategy: easy read version
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Customer Service Strategy updates
How to get involved - individuals
We want to deliver great customer services, made with you in mind.
We want to talk to you about how we can create a better experience for people using our services.
Sign up to receive details by email
How to get involved – organisations and community groups
Help us to create a city where all organisations work together for the benefit of everyone.
We want to work with public sector organisations, our suppliers, businesses and community groups.
Share with us your experiences of using our services, so the changes we make lead to real improvements in how you use them.
We have lots of exciting opportunities for you to get involved with this work.
Please email us at CustomerServiceProgramme@birmingham.gov.uk
Our principles
Our principles underline and guide our strategy.
User-focused
We put you at the centre of everything we do.
Collaborative
We encourage joint working across the council and with our partners to coordinate work and speak with one voice.
Open and transparent
We share the work we are doing and publish our targets and results.
Innovative
We investigate new ways of working and continuously modernise our tools and technology.
Secure
We guarantee the security of all data that we use and generate.
