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Birmingham City Council - WOW! Portal

Birmingham City Council needed a modern IT self-service space that could support thousands of employees across diverse departments. The goal was to make getting IT help fast, clear, and accessible for everyone, from office-based teams to field workers.

Monochrome delivered a WOW! Portal on ServiceNow Employee Center Pro, designed to be the single access point for all IT support. Staff can log incidents, submit service requests, order hardware or software, browse the IT service catalogue, and search the knowledge base for quick answers — all without needing to contact the service desk.

Role-based personalisation ensures each user only sees the IT tools and services relevant to their role, helping reduce noise and speed up navigation. Smart search and guided forms make issue resolution faster, while integrated dashboards give clear visibility of request progress.

As one of the strongest public sector IT-focused Employee Center examples, the Birmingham City Council WOW! Portal reduces service wait times, improves resolution rates, and helps keep critical city operations running smoothly.