Our Customer Service Strategy - Beta version

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

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

With the Commonwealth Games, there will be a huge number of people visiting the city. Let’s take this special opportunity to showcase how great Birmingham is.


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.

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