Although by no means a regular Daily Mail reader, I recently saw an interesting story about a new telephone system installed by Capita at Birmingham City Council. This automated voice recognition system cost £11 million and replaced 55 staff who were made redundant. However the problem is that the system doesn't recognise the local accent. this didn't just affect residents, Councillors also had problems getting through. City councillor Mike Leddy said he spent a full half-hour grappling with the voice recognition system before giving up and the strategic director to sort it out. It is great that he has access to such senior staff; I suspect the humble resident does not have the luxury of that option.