A strategic partnership

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Bunley.gov.uk

Growing jobs and services for the future

With a budget of £14.6m Burnley Council in Lancashire provide services to a population of 87,000. Liberata’s partnership with Burnley began in 2016 and runs for 10 years. The partnership is part of Burnley Council’s strategic planning around maintaining essential public services while meeting ever-increasing financial challenges. Burnley adjoins Pendle, another customer of Liberata in this region.

“We have a strong partnership with Liberata and it is helping us to deliver and maintain services during challenging times.”

Lukman Patel – COO Burnley Council

How Liberata helped

Partnership

A shared approach to moving people online. Liberata sits alongside the council operating under a single identity with a shared approach.

Online access

The Simply Click portal enables the people of Burnley to engage with the council for a range of services; from managing Council Tax and benefits payments, through to Business Rates and refuse collection.

Local understanding

Liberata attend council surgeries in the community with the council’s leadership team, supporting them with face-to-face meetings with their citizens.

Information technology

IT services are provided to the council in addition to managing their digital transformation programme. We will continue to improve the way people can access their services and do business with the council online.

Our targets were...

Investment in IT

£4.9 million inward investment in Information Technology has improved service levels, delivered mobile devices for staff and implemented Office365 to support the transition to a paperless office internally.

Create new jobs

Local, skilled jobs created to deliver services to other local authorities from Burnley including the London boroughs of Bromley and Hillingdon

Provide easier access to citizens and businesses

New tools introduced to provide easier access to services including waste collection and landlord and licencing services while channel shift continues moving more services online.

Generate new income

The provision of environmental and licencing service to neighbouring authorities is generating additional income for the council.

Reduce claims processing time

Time has been reduced against a background of Universal Credit being rolled out, reducing the impact on citizen’s lives by providing access to benefits quicker.

What we achieved

15k

reduction in customers seen face-to-face

52

new jobs created

97.5%

Business Rates collection

65%

target for channel shift on track

£8m

savings on transferred services

3 days

removed from benefits processing time

See how Liberata can help your organisation.

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As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
Richard Baker
Welwyn Hatfield Borough Council
Borough of Broxbourne
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
Broxbourne Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
Eastleigh Borough Council
The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
Steve King
Leicester City Council
Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
Andy Stevens
Swindon Borough Council
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