As the largest local authority in the UK, Birmingham City Council manages 15,000 successful Blue Badge applications and gets 45,000 enquiries each year.
The council had been using a range of different systems and processes. They used a CRM to log applications and produce letters, a scanning team to upload documents and a separate team to take payments.
With budgets under pressure, the council wanted to become more efficient and make it easier and faster for citizens to apply.
So they asked for our help to design a managed service that would deliver:
We now manage the whole process on Birmingham’s behalf. Our multi-channel service manages applications, resolves enquiries and provides better information for appeals.
Online applications have increased from 17% to 85% and there are extended hours for enquiries. Processing times are also faster and the council’s costs have reduced by 47%.