A successful service partnership with Liberata

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Hillingdon

Hillingdon is London’s second largest borough to the west of the centre. Liberata has been in partnership with Hillingdon between 2008-2015 and 2017 onwards. Using our local government knowledge and award-winning collection processes we are working to ensure that Hillingdon’s citizens continue to receive excellent customer service when contacting the council.

How Liberata helped

Unity

Through Hillingdon’s openness and trust in Liberata as a partner we have built a good understanding of their internal structure, ensuring we can assist the council with their business strategy and work in partnership with them to deliver the savings they need.

Reach

New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration..

Toolkits

Customer service has been strengthened to offer customers a reliable, solid system where we aim to resolve customer enquiries on one call. With a very effective and mature Business Rates collection process in place, Hillingdon benefit from best practice.

Engagement

Review and change processes to better serve customers Full engagement with the council through assisting and documenting change to increase engagement with their channel management plan.

Our targets were...

Increase Business Rates collections

Liberata’s effective and mature Business Rates collection process is run across several London boroughs and ensures Hillingdon benefit from best practice.

Reduce customer complaints

Liberata work to reduce complaints and build a solid system for the future; providing a reliable service where customer queries are resolved on one call.

Deliver improved access to services

Assisting the Council in its Digital Transformation programme.

Support channel shift

New services have been added to the contract and support provided to the council to implement their channel shift plan.

Improve debt collection

Process review and support leads to improved collections.

What we achieved

£1m

additional cash collected by collecting over target on Business Rates

Helped

improve customer access to services

20%

reduction in phone calls

80%

reduction in caller to reception

2nd

best Business Rates collection recorded in Hillingdon (99.26%)

Winner

awarded IRRV Business Rates Team of the Year 2017

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
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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