Lancashire County Council | Powering welfare case efficiency
Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
South Hams District Council transforms processes faster to drive improved CX
South Hams District Council is a south west Devon local authority delivering a range of services for residents and businesses. Working with West Devon Borough Council they have undertaken an exciting transformation programme to revolutionise customer service delivery.
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows. This would support the councils in reaching greater efficiency and customer satisfaction, plus minimising shadow IT and unofficial employee workarounds.
This was an opportunity to re-engineer internal processes to be smooth, automated and efficient. The platform would be future-proof, enabling the two councils to make flexible improvements in-line with changing business needs. With Liberty Converse already in play, our omnichannel contact centre solution, now was the time to roll-out Liberty Create, our low-code platform.
“Not only can we design and develop new applications quickly, but Create allows us to build a concept and easily show how it works to the wider team. Despite having a much smaller team, we are seeing rapid transformation in about a third of the time and using low-code has enabled us to push processes out about six times faster than the previous system.”
Jim Davis
Customer Improvement Manager, South Hams District Council
75%
of customers now self-serve
Delivered
huge savings
Greater
visibility of high value tasks
South Hams implemented Liberty Create during the early stages of the pandemic, putting its low-code capabilities to the test straight away by developing a new discretionary grants solution.
Create would also provide real-time reporting functionality and valuable workflow insights.
They developed their first app in just one week.
Using our AppShare to download a similar app which they used as a scaffold to hang their own specific requirements from – it was easy to make it meet the council’s own needs quickly.
Already using our complete omnichannel contact centre solution, Liberty Converse, now the effective integration of Create and Converse enables the councils to funnel all customer contact through customer services, ensuring enquiries are all managed under a single consistent queue.
With Liberty Converse and Create already in use, South Hams wanted to utilise the social messaging module of Converse.
Citizen Hub was the next stage in South Hams’ digital evolution. Citizen Hub offers an overarching product to ensure complete integration.
“Using AppShare gave us a fantastic start. With a little technical help from Netcall, we were able to deploy a live process, built from scratch, that suited our requirements in less than a week from taking delivery of the Liberty Create program. The new app also saved our case management team time by automating as much of the business logic as possible.”
Mike Ward
Head of IT Practice, South Hams District Council
Moving forward, the unity of Netcall’s Liberty Converse, Create and Citizen Hub solutions will provide these two councils with a complete end-to-end solution, facilitating a seamless customer experience for citizens and businesses. The effective integration of the Liberty Platform will enable the councils to funnel all customer contact through its customer service function, ensuring enquiries are all managed under a single queue of work and offering consistent responses.
Re-engineer your internal processes to be smooth, automated, efficient and future-proof – here’s how we’re enabling the councils to make flexible improvements in-line with changing business needs.
Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
The council wanted a way to easily enable service teams to develop and maintain their own forms and apps, with no development experience and very little training – they decided to use low-code to build a no-code form builder app, called Form Builder.
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