Case Study: Birmingham City Council doubles citizen self-service with Agilisys Care

Twofold increase in citizens using digital self-help tools to meet their social care needs

Birmingham City Council faced increasing financial pressure to extend its care budget while simultaneously improving the quality of its adult social care services. Their challenge was to encourage citizens to use digital self-help tools to access information and support online, aiming for earlier interventions to reduce the need for more costly care later. To address this, the council partnered with vendor Agilisys and its Agilisys Care service to develop a solution.

Agilisys implemented a one-stop website called 'My Care in Birmingham', which featured a suite of self-help tools including needs assessment, support planning, and an e-marketplace. The vendor supported a comprehensive city-wide marketing campaign to promote the digital service. The solution was highly successful, resulting in twice as many people using digital self-service tools as contacting the council directly. The website attracted 5,000 individual visitors and 5,000 families per month, with up to 500 people monthly using the online assessment and planning modules.

Birmingham City Council