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.”