In April 2023, Swindon Borough Council commissioned Liberata to deliver Revenues & Benefits services, addressing challenges in service costs, collection rates, and processing times. Key initial initiatives included migrating to a modern Software as a Service platform, rebuilding a team with only 35% of the original staff, cleansing data for accurate billing, and clearing backlogs that were in place at the point of transfer.
The transformation delivered significant improvements:
• Comprehensive online services via Liberata CloudTools, enhancing customer portal capabilities
• Quality Management Framework to drive marginal gains
• Automation services, including automating over 99% of Universal Credit notifications
• Hybrid Mail supporting improved home-working
• AI technologies for intelligent customer interactions and data analytics
• Risk-Based Verification for faster processing
Results include automating over 55% of all incoming work, digitising 90% of Revenues work, maintaining collection rates despite the cost of living crisis, and improving New Claims processing by 20%, now consistently under 10 days.