Birmingham City Council · Awarded contract

Awarded

Provision of Contact Centre Integration Consultancy to Birmingham City Council

Awarded 31 May 2016

View live tenders

Awarded31 May 2016

Value£0.00

SupplierNavigation Partners Ltd

AgencyBirmingham City Council

RegionWest Midlands

CategoryConsultancy & Legal

Ended 9y 10mo ago7mo term

Awarded 31 May 2016Expired 31 Dec 2016

About

Birmingham City Council awarded a contract to Navigation Partners Ltd for specialist advice and practical experience in integrating satellite contact centres into a single corporate structure.

The provider was to review existing content, processes, and procedures across disparate satellite contact centres, develop a transition strategy, and manage the transfer of two satellite contact centres into the corporate contact centre with minimal disruption to citizens.

The scope included expert project management for governance, planning, tracking, reporting, and senior stakeholder engagement; design changes to organisational structures and operating models; As-Is and To-Be process mapping including handoffs; assessment and implementation of knowledge management requirements using existing tools; support and advice on new training material design; support for consultation and communications; and identification and drafting of SLA requirements.

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