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Liverpool City Council - Council Services BPO

Case Study

by Paul Connolly

published on Jul 08, 2003

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Report Overview:

Report Outline:

This BPO case study analyses Liverpool City Council's BPO contract with BT.

Liverpool City Council has established a joint venture with BT to deliver the following services:

  • All council ITC services, including the implementation of a new CRM system
  • Call centre services (branded Liverpool Direct)
  • Revenue and benefits administration
  • HR administration
  • Payroll services.

This case study analyses an unusual contractual approach that may be more suited to government bodies than many of standard commercial approaches.

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