Liberata

Summary of Submission

Since 2019, the Liberata Benefits service has undergone an extensive 'Going Digital' initiative aimed at enhancing support for claimants while generating targeted savings for our partners. This evolution encompassed:

•    Substantial investment in crucial skills and capacity
•    Maximising the core toolkits used to deliver the service
•    Implementing a marginal gains approach
•    Developing customised solutions to address specific needs
•    Establishing an RPA platform with multiple associated automations

While centrally managed, the service is executed locally via a nationwide virtual network. This innovative structure empowers the Benefits team to deliver unparalleled business continuity, service resilience, and skill enrichment—attributes unattainable through conventional methods.

The upshot of this transformation is evident in significantly elevated service standards and an enhanced customer experience for all stakeholders. This process underscores the Liberata Benefits service's commitment to progress and excellence.