Case Study: Service Birmingham (Birmingham City Council partnership) achieves dramatic efficiency savings with iGrafx

iGrafx works with Service Birmingham to help transform Birmingham City Council

Service Birmingham, a strategic partnership between Birmingham City Council and Capita created to deliver council-wide transformation, needed a single language and toolset to map and standardise processes across thousands of employees and multiple programmes. To support its CHAMPS2 common approach and large-scale change for programmes like Corporate Services Transformation (CST) and Customer First, Service Birmingham selected iGrafx’s process mapping tools to provide scalable, cross-departmental design, drill-down and sharing capabilities.

iGrafx was deployed across programme teams (more than 150 users) to produce high-level and detailed process maps, swimlane-based procedures and shareable PDFs/HTML, enabling quick updates and organisation-wide visibility. The solution helped Service Birmingham identify inefficiencies and drive cost savings—CST delivered dramatic savings in the first three years and put the programme on track toward a cumulative ten-year cashable benefits target of £826m (within a broader council objective of over £1 billion)—demonstrating measurable impact from iGrafx’s implementation.

Service Birmingham

Nick Denington

CHAMPS2 method, Learning & Assurance Manager