We deliver a comprehensive offering for the local government market, focusing on strategic advice and the delivery of efficiency savings for our clients. With 30 years experience of providing solutions to local government, Liberata works with more than 25 local authorities and some of the largest departments in Whitehall.
The public sector continues to face unprecedented change and given its community leadership role, local government is at the forefront of this programme and drive to deliver more accessible and responsive services to citizens. The increasing challenge is to deliver this change and innovation whilst managing a balanced financial position.
Historically organisations have looked to their own resources to meet and resolve their day-to-day priorities. However such is the diversity of the current day service arena, the potential for innovative use of technology, the opportunity for multi-agency delivery, the need for consultation and the rising expectation of the citizen that these complexities dictate that private-sector partnerships play a crucial and emerging role in the fulfilment of many local authority strategies.
We engineer services with the customer in mind
Each year, our clients undertake millions of interactions with their customers, partners and stakeholders. They will handle enquiries and transactions of such breadth and depth that is rarely seen in other sectors. Using detailed customer insight, point of contact feedback, creative design concepts and an excellent employee base, we can shape your contact and personalisation strategies to include the right balance of face to face, call centre and web self-service channels.
We deliver change management and optimise performance
Whether the focus is avoidable contact, absenteeism, council tax collection or invoice payments, we invest, develop and mentor our teams, whilst engaging in broad and frequent communication with them. We have created unique proprietary performance, quality and workload management dashboards that facilitate better performance.
We are passionate about policy outcomes
We deliver a highly focused set of services, and have also developed a target operating model across each of these areas. Using various approaches, such as knowledgebase, help-desk and shared services allow us to free vital resources to focus on our strategic priorities, such as customer services, talent management, P2P, fraud and asset rationalisation.
We maximise efficiencies and deliver long-term value for money
We redesign organisational models, remove and control transactional workflow, introduce innovation, apply resilience through virtual resourcing. We also standardise processes and influence and dictate customer access channel behaviour (t0-t3) to significantly reduce unit costs across the business.
We graduate and grow with you
Total Place is a new initiative that looks at how a 'whole area' approach to public services can lead to better services at a cheaper cost. It seeks to identify and avoid overlap and duplication between organisations delivering a step change in both service improvement and efficiently at a local level, as well as across Whitehall. We have access to an extensive consulting resource that enables us to work with you on business improvement projects across departments and with localised partners within the borough (PCT, hospitals, fire service, police service and the third sector). The commercial focus of our work is benefit realisation and gain-share driven. We put your strategy at the heart of our innovation and investment.
Recently, Liberata have achieved a number of new wins in local government including:
- City of London signed a five year contract extension for Liberata to run their Council Tax and Business Rate services until 2014
- London Borough of Bromley agreed a 2 year contract extension for Revenues, Benefits, Payroll, Pension administration and ICT services
- A new contract with the London Borough of Hillingdon to provide transactional support for Revenues administration
- A contract extension was agreed with North Somerset Council to provide a Revenues and Benefits services
- A contract extension with Trafford Metropolitan Borough Council for the provision of Benefit processing.