Case Study: Birmingham City Council achieves more efficient IT service management with Cloud Pro

The cloud offerings and support will enable the council to provide services more efficiently to local residents

Birmingham City Council needed to modernize its IT processes and reduce reliance on manual tasks like spreadsheets and email while improving service to local residents. The council worked with Cloud Pro, using ServiceNow cloud services and support to transform its digital platform and improve employee productivity and customer service.

Cloud Pro implemented an automation platform and self-service portal that streamlined service logging, reporting, contracts, asset inventories, and incident handling. The results included up to a 60% reduction in data processing and maintenance demands, customer satisfaction above 93%, faster first-contact issue resolution, and lower third-party IT spend, making Birmingham City Council a public-sector benchmark for IT service management.

Birmingham City Council

Andrew Mackey

Chief Information Officer