Redcar and Cleveland Council Signs Ten-Year Contract with Liberata for the Digital Transformation of its Revenues and Benefits Services

Liberata has today announced that it has been awarded a ten-year contract, worth up to £21 million, with Redcar and Cleveland Council. Liberata’s strategic partnership commenced over 12 years ago, with Liberata delivering service excellence for Revenues and Benefits. The new contract will see Liberata drive digital transformation in the existing services and, in addition, provide contact centre services for Revenues and Benefits. The Council will accelerate its digital transformation programme with Liberata’s proven Intelligent Customer Engagement (ICE) principles already deployed within its strategic partnerships with Hounslow, Bromley, Burnley, Pendle, and several others.

Redcar & Cleveland lies in the industrial heartland of the Tees Valley, covering over 96 square miles, with a population of around 135,000.  The application of ICE in Revenues and Benefits has seen Liberata drive gains for clients in every area from initial enquiry to long-term case management and debt recovery. As examples, these include:

  • Over 45% switch to digital services in only 18 months, by retaining existing channels and increased focus on the vulnerable citizens
  • 50% reduction in bounce rates from digital to traditional channels

Liberata’s Revenues and Benefits customer service teams were finalists in 17 national and regional awards in 2017 alone, including winning the Institute of Revenues Rating and Valuation (IRRV) Excellence in Non-Domestic Rate award in October 2017.

John Sampson, Corporate Director for Resources from Redcar & Cleveland Council, said: “In line with our corporate plan, ‘Our Flourishing Future’, partnership working is vital to help achieve our goals and Liberata has consistently demonstrated that ethos over the last 12 years.  Liberata impressed us with its approach to achieve our ambitious objectives of digital transformation demonstrating its expertise with other local government clients, which will no doubt prove invaluable as we continue our digital journey. Like most councils we face unprecedented challenges and this transformation will help deliver the much needed savings with an omni-channel customer experience”

Charlie Bruin, CEO of Liberata, said: “We are delighted to be extending our partnership with Redcar & Cleveland Council. This contract shows the need for authorities to engage in long-term partnerships, that provide them with immediate, planned access to the skills and capabilities that can help them accelerate their digital transformation. Customer engagement requires a much more intelligent, joined-up and methodical approach than simply switching channels. For digital transformation to succeed it requires a deep understanding of how the increasing use of digital services will meet the long-term needs of users and communities in and around the local area.”

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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