Liberata partners with GBG to deliver service outcomes and technology solutions powered by rich data analytics

Liberata, the business process innovation company, has today announced a strategic partnership with GBG, the specialist Identity Data Intelligence provider, to drive improved service outcomes for public sector organisations. As part of this exclusive UK public sector partnership, Liberata has already embedded the rich data analytics engine of GBG, which mines nearly 300 diverse data sources globally, into the managed services provided by CapacityGrid, the service technology business it created in 2011, to help councils accelerate their digital transformation with less effort. These capabilities have also been developed into a set of technology solutions and automated services offered through the CapacityGrid ServiceCloud platform for councils to use directly.

To date, CapacityGrid teams have been using the smart data analytics constructed with GBG to generate impressive results in a DCLG-funded Fraud and Error project for a consortium of 12 local authorities.

“We’ve already seen and proven the value of working with GBG through the innovative Fraud and Error solution we are providing to a consortium of 12 councils. As a result of using our managed service they have identified a significant level of over-payments in council tax reduction claims. Our deep process expertise and knowledge combined with GBG’s powerful identity data intelligence has enabled us to create a new operating platform for fraud and error reviews that can dramatically reduce caseloads and improve results. Now all efforts are focused on reviewing only those cases where there is evidence of potential fraud and error, which typically starts at 15% of the caseload or less. And it is this evidence-based approach that has led to such high financial returns for local authorities,” said Vijay Chandiramani, COO Liberata Local Government & CapacityGrid. “It’s no longer about just doing more for less in the public sector but instead about doing more with less. By using data analytics in this way we can better focus scarce public sector resources, and then use machine learning so that efforts become even more focused over time.”

CapacityGrid’s Fraud and Error Reviews (FER) service has been developed to incorporate intelligent learning in order to help local authorities continuously improve the efficiency of their reviews. Innovation that has been designed by practitioners and operational specialists to provide councils with a better way to detect fraud and error in council tax reduction and housing benefit caseloads with less effort. Key to this is taking an evidence-based selection approach that accurately identifies the subset of a caseload requiring attention and improves each time it is used. Constant adaptation is possible by making direct comparisons between claims data and a continuously optimised range of internal and external data sources live at the point of review. So instead of a theoretical prediction, cases continue to be identified where there is a mis-match between the claim and real-world data which needs to be further checked – such as claimants holding multiple addresses or lifestyle expenditure being inconsistent with declared income. This is proving to lead to a far higher rate of identification from a far lower but more focused workload.

Crucially, the evidence-based selection approach detects any mis-match and can be automated to pick up regular changes, so it identifies claimants being under-paid as well as those being over-paid. The service can therefore recommend that claims be adjusted upwards as well as downwards or removed entirely because they are no longer eligible. This can provide a vital and socially valuable enhancement to every council’s service as it ensures support is directed to those who need it most, and those who are entitled to greater benefit are not being missed or left out because they haven’t updated their own claims.

“We are very excited about the opportunities this partnership will create. CapacityGrid has an unprecedented track record and is already delivering significant cost savings for local authorities,” said Paul Daley, Government Sales Director, GBG. “The evidence-based selection approach that we have constructed with the CapacityGrid team which its customers are now benefitting from is a great example of how innovative techniques combining data and process knowledge can be used to help government operate more efficiently.”

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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
Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
Swindon 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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